Customer Service Representative

Shonda M. Jacobs

**** ******** ****** ************, ** 32206 * 904-***-**** *

*********@*****.***

Education

HS Diploma * May 1989

William Marion Raines Sr. High School * Jacksonville, Fl

Experience

Commercial Call Center Supervisor * Securitylink from Ameritech *

Jacksonville, Fl. November 2005 * November 2009

* Handled sensitive accounts for business and some residents

* Contacted key holders on clients list after an alert was received

* Carrying out supervision, call monitoring, coaching, training,

disciplining, and reviewing all agents or operators.

* Attending, following up and resolving customer complaints and

questions.

* Preparing and directing schedules, monitoring attendance of operators,

scheduling breaks and shifts as necessary.

* Ensuring that the team members acquire the appropriate support and

training to apply the best skills and knowledge on the job.

Messaging Order Billing Specialist * WorldCom Communications * Atlanta, Ga.

* November 2002 * September 2005

* Processed service agreement by markets

* Loaded the agreements in to the billing systems

* Made the correct changes to customers' statements

* Disconnected customers from service

* Reviewed credit applications for sales representatives

* Researched credit history using the 3 major credit reporting agencies

Customer Service Representative * Kabot Enterprise Krystal * Gainesville,

Ga. * October 2002 * February 2003

* Ensured customer satisfaction with service and product.

* Over saw orders to guarantee they were filled in a timely manner

* Made certain that lobby was clean and neat

* Processed financial transaction for the company

Skills

Basic Computer Skills, Microsoft Work, Microsoft Excel, Microsoft

Outlook, Interpersonal/Communication Skills

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