Customer Service Representative

ANT HONY K . COLBERT

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

Durham, North Carolina 27704

*** - ***- **** • ***********@***.***

OBJECTIVE Effective, highly competent, professional with progressive experience in management,

administration, and analysis with a focus in technology. Seeking professional position with mid-

sized company.

EDUCATION Colorado Technical University – Online 2011

BACHELOR OF SCIENCE, INFORMATION TECHNOLOGY

Concentration: Software Systems Engineering

CERTIFICATION

Certificate COMPTIA Network+ Fundamentals

EXPERIENCE AFFILIATED COMPUTER SERVICES (ACS) – CARY, NC (09/09 – 02/10)

Customer Service Representative – Call Center ; Customer-focused service professional with

strong inbound and outbound call center experience for health & welfare division. To meet the

commitments to customers, I handled both inbound and outbound calls for various national

customer bases. An effective use of my questioning and listening skills enabled me to select the

most appropriate way to communicate with different behavior types. I applied the elements of

building a positive rapport and proper telephone etiquette with different types of customers over

the phone to effectively control telephone calls. My performance was measured according to

several metrics, including first call resolution (FCR), average handle time (AHT) and time in

queue. I communicated with customers through email and chat as well as telephone calls. I was a

consistent top producer with save ratio, phone time, and schedule adherence. I also troubleshoot

and resolved, technical issues and customer complaints.

WORLD MARKET/COST PLUS – DURHAM, NC (11/09 – 01/10)

Customer Service Associate; Executed as part of a team, maintaining complete documentation

of all daily shipping/receiving vault commodities. Served as a source of information, expediting

customer concerns in a professional and concerned manner. Fully committed to providing the

highest possible standards of customer service and support, I enjoyed working directly with the

customers and the public. Daily, I completed several multi-functional operations including, serving

the customers and accurately recording all sales, as well as assisting with merchandising

responsibilities, such as stocking, pricing and keeping the store neat, clean, and organized. I

also assisted in maintaining proper inventory levels and shift audits; merchandise controls, cash

shortages and other selling expenses. I performed all duties with minimal supervision; I was

required to work irregular hours, attend job-related meetings, and perform other duties as

assigned.

CTG (COMPUTER TASK GROUP), CARY, NC (02/08 – 03/09)

IT CONTRACTOR; Remote and on-site support for domestic and international customers, including

Tier I support for LAN/WAN products for key accounts of all sizes. As a self-starter contractor, I

adapted to the unfamiliar corporate culture of CTG and became productive quickly. I migrated

from client to client, project-to-project learning new skills and new styles at each venture. I had to

cross-pollinate my expertise with the fresh infusion of techniques expected by the client. I coupled

my knowledge of Tier 1 support for LAN/WAN products with their require business directives. My

ability to trouble shoot various IT software and hardware concerns allowed me to fit into their

existing company culture, interact smoothly with legacy systems, and take advantage of the

expertise, drive, and flexibility of the contract.

OTHER POSITIONS INCLUDE:

Desktop Support Technician – FOXCONN

Program Admin-Buyer – Sanmina SCI

Manufacturing Technician, IBM

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