Customer Service High School

Keith LaFrance, Jr.

**** ******** *****

Apt. C

Hampton, Virginia 23666

757-***-****

abk0kv@r.postjobfree.com

Job Objective

Have the unique ability to handle any customer situation in a fast paced

environment.

An avid team player in programs that will increase the profits of the

company.

Education

Norfolk State University

Norfolk, Virginia

Graduating Date of December 2011

Bachelor of Science in

Mass Communications General

Broadcasting & Music Technology

International Academy of Design & Technology

Tampa, Florida 7/2007-11/2007

Bachelor of Fine Arts degree in Audio Production Recording Arts

No Degree Earned

Kecoughtan High School

1999-2003

Qualifications

Knowledge of Microsoft Office and Windows

Strong Writing, Editing, and Public Speaking Skills

Four years of keen Organizational and Document Skills

Five years experience with Creating Timelines and Strategic Plans

Forklift/stock picker equipment training.

Employment History

FaMMat (Family Matters) Services LLC.

Newport News, Virginia

8/2008-Present

Personal Assistant/ Mentor (Contractor)

. Providing daily living skills training to but not limited to: hygiene,

housekeeping, dressing etc.

. Accompany the participants on community outing/events/ recreational

activities.

. Assures health and safety in home: in the community, monitor behavior

issues, and completes documentation.

. Working with individuals with behavior/developmental issues, and/or

other disabilities/disorders.

Teletech Holding Inc.

Hampton, Virginia 4/2008-

8/2008

Customer Services Representative

. Answers telephone and written or Internet-based inquiries of a

technical or complex nature from customers regarding company products.

. Support is primarily related to external clients but may also

assist/advise internal clients.

. Analyzes predominantly routine problems with nonfunctioning

electro/mechanical equipment or software applications to identify

problem area(s) and recommend corrective action but may deviate from

standard screens, scripts, and procedures.

. Recommended solutions to customer application questions which may

require follow-up and/or escalation to a higher level of expertise.

. Maintains log of problems so that issues can be reported to product

development. Reports information to Supervisor, Customer and Service

Technical Support.

Kelly's Services-Recall Total Management (Warehouse)

Edison, New Jersey 1/2008-3/2008

. Knowledge of scanners, sound communication skills, both written and

verbal.

. Commitment to continuous improvement and staff development.

. Understanding and commitment to OHSA requirements and

responsibilities.

. Sound understanding and experience of customer service delivery and

its disciplines.

Wal-Mart Distribution #6020

Tampa, Florida

7/2007-10/2007

Warehouse Clerk

. Maintaining the warehouse in a clean and sanitary environment.

. Responsible for the distribution, receiving, unloading, stacking, and

inventorying commodities.

. Additional duties includes: assisting and filing, such as

developmental, copy editing of internal online and printed

documentation.

Wal-Mart Distribution #6088

Williamsburg, Virginia

6/2005-7/2007

Warehouse Clerk

. Responsible for distribution of material, supplies, and equipment.

. Performed inventory counts of fixed assets throughout the stockroom.

. Compiled reports, including statistical and market trends, to track

the growth of shipping.

West Telecommunications

Hampton, Virginia 1/2004-2/2006

Telecommunications Operator

. Ability to field large numbers of phone calls.

. Extensive knowledge of operating computers.

. Stayed within the ninety percentile of phone calls.

. Ability to process credit card applications over the phone.

. Received Elite Sales calls from prospective customers to provide

information about products and services provided by fortune 500

companies.

Hampton University

Hampton, Virginia 7/2003-1/2004

Campus Management

. Coordinate and direct service support functions for Hampton University

campus.

. Implement procedures for production of event development, campus flow,

and distribution of supplies, maintenance, and other campus services.

. Operation of custodial equipment when necessary.

Current certifications or training in the following areas: CPR; First Aid;

Mental Retardation Orientation; Human Rights; HIPAA; Behavior Management

(Agency Approved); Agency Policy and Procedures; and any other suggested

training(as needed).

References:

Available upon request.

Contact this candidate