Customer Service Engineer
Resume:
** ***** ***** ****, ********* Popoola
Apt **B,
Riverdale, GA 30274
*******@*******.***
Objective Passionate customer service professional with above
average sales skills. Significantly accomplished in all
areas of quality service delivery from building and
nurturing client relationships to handling complaints
within pressurized target driven environments..
Experience 11/2007 - Present Ryla Teleservices Inc - CSR
Kennesaw, GA
Answering in-bound and making out-bound telephone calls
regarding routine and or complex matters relating to
Verizon Wireless equipment and services. Among which
includes but is not limited to: Sales of Phones,
accessories, price plans and features, Billing and
payment issues, account verification and password
authentication issues, price plan assessments and changes,
applying and removing features, Electronic Serial Number
changes, programming and troubleshooting equipment, mobile
telephone number changes, overage adjustments, rerates and
prorations, explanation of bills and billing cycles,
taking payments, offering and explaining appropriate
promotions, and accurately remarking customer comments on
each transaction.
Utilizing the web-based and proprietary Customer Service
Systems to research and obtain information. Returning
calls requiring research and using judgment in releasing
discretionary information to callers.
Making decisions based on the facts presented (within
administrative guidelines); i.e., offering warranted
credits. Recording of facts and customer comments.
Assimilating and compiling data. Communicating and
following up with the appropriate area (i.e.Technical
Support /Collections / E- Services /Prepay/ Business
Services etc) when further action is needed.
Accurate remarking of customer comments on each
transaction and working overtime as the needs of the
business dictate.
I also worked on the BENEFEDS campaign which involved
signing up government employees for their medical, dental
and vision benefits during open season and research of
accounts. Specifically dealing with program enrollments,
enrollment modifications, demographic updates, eligibility
matters, benefit programs payment methods and status,
status changes (retirement, job changes, etc.), QLEs,
reinstatement procedures, plan change procedures,
explanation of rate changes, etc.
05/2005 - 08/2006 Sitel UK
Kingston, UK
AMERICAN EXPRESS.
Setting up and maintaining new merchant accounts for
American Express.
Ensuring all accounts are set up in accordance with
existing Anti-Money Laundering policies.
Taking routine action based on transaction characteristics
and escalating more complex findings to manager.
Dealing with complaints and offering solutions within
company guidelines.
Calculating the appropriate merchant fees.
Ensuring all forms are completed accurately and on time.
Updating database as required.
GENERAL ELECTRIC.
Assisting with the nationwide recall of a defective
electrical product.
Specifically dealing with customer complaints.
Prioritizing engineer appointments.
Allocating engineer workloads and ensuring adequate cover
for the whole of mainland UK.
Contacting residents and arranging engineer appointments.
Conducting customer satisfaction surveys.
Compiling management statistics with the aid of in-house
software packages.
Training new recruits and conducting initial staff
evaluations.
11/2000 - 05/2005 Gold and Silver Bureau. Gants Hill, UK.
Coin Broker
Buying and selling precious and historic coins on behalf
of collectors and investors.
Giving investment advice on matters of numismatic value.
Developing and managing portfolios for private
clients.Data entry of trades and follow up on delivery and
payments.
11/1997 - 11/2000 Employment Service
Brixton Hill
Client Adviser
Assisting the unemployed in all aspects of job search with
a view to securing gainful employment.
Explaining and enforcing all aspects of the Jobseekers
Allowance.
Managing and updating client caseloads.
Establishing and verifying eligibility criteria for
benefit.
Referring suitable candidates to the appropriate
vocational or traditional training program.
Assessing levels of job readiness and identifying barriers
to work.
Completing and enforcing Individual Action Plans with
clients.
Managing over 100 client caseloads with special emphasis
on the 16-24 age groups and the long term unemployed.
Conducting first instance interviews and screenings on
behalf of local employers.
Providing one-on-one instruction in resume writing and
interview techniques.
Representing the service at Job fairs.
12/1990 - 11/1997 Automobile Association
Stanmore,UK
Channel Controller
Using sophisticated command and control technologies to
deploy AA patrols to breakdown locations
Coordinating long distance relay trunking.
Arranging replacement transportation for members.
Outsourcing overcapacity to the garage trade.
I worked in most departments before I headed the South
East Channel.
I was chosen as one of three to test the new dynamic
scheduling system and eventually act as trainer.
Education 1974 - 1979 St Gregory's College Lagos, Nigeria
8 "O" Levels (including Mathematics and English
1980 - 1983 Federal School of Arts and Science
Sokoto, Nigeria
3 "A" Levels
1983 - 1987 University of Lagos
Lagos, Nigeria
B.Sc. (Hons) Business Administration
Computer Skills Proficient in Microsoft Word, Power Point and Excel
References Available upon request.
Contact this candidate