Customer Service Representative

Hettie M Ford

***** ******* ***** **** ** ( Bethany, LA 71007 (

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

. 318-***-**** cell- 318-***-**** home

Qualifications Summary

Highly personable Customer Service Professional with over twenty years of

experience in account management, and call-center operations within the

telecommunications environment, both wire line and wireless.

o Talent for identifying customer needs and presenting appropriate

company product and service offerings.

o Demonstrated ability to gain customer trust and provide exceptional

follow-up, leading to increased repeat and referral business.

o Track record of assisting in the design and implementation of

reporting procedures that reduce labor costs and improve customer-

satisfaction ratings.

o Expertise in resolving escalated customer service issues.

o Secured numerous company achievement awards for delivery of

exceptional customer service.

o Proficient with Microsoft Office System (including Microsoft Word,

Microsoft Excel, and Microsoft Outlook ).

Professional Experience

Verizon Wireless/Alltel - Shreveport, LA 2005 to

Present

Customer Care Representative (2005 to Present)

. Served as Customer Care Representative for a major wireless company,

starting out as a Prepaid CSR, and then transitioning to Postpaid CSR

in 2006.

. Collaborate with Customer Care Manager to create strategic plans to

enhance customer satisfaction.

. Work closely with other departments to promote sales contests, clarify

information, and distribute reports. Gather, analyze, and report

daily/weekly/monthly sales and service statistics.

. Increased employee knowledge by assisting with development and

implementation of product-awareness program.

. Enhanced employee performance and attendance through daily mentoring,

one-on-one discussions and motivational strategies.

. Received outstanding positive comments from team members on employee

reviews, as well as exceptional feedback from senior management.

Customer Service Representative (2000 to 2001)

. Selected to coach and mentor new customer service representatives when

needed.

. Achieved perfect score on all phone monitors throughout tenure.

. Numerous perfect attendance awards throughout professional history.

Pacific Telephone/AT&T- Southern California

1978 to 2001

Customer Service Representative

. As Customer Service and Office Associate, handled all aspects of

customer service in the wire line environment.

. Investigated and resolved customer concerns in collaboration with

other departments.

. Prepared service orders and issued them according to customer request.

. Provided measurement on volume and trends to determine customer needs

and improve customer satisfaction and retention.

. Dramatically enhanced customer-satisfaction ratings by expediting all

service orders and ensuring a high degree of accuracy.

. Worked closely as a dedicated service representative for large

business customers, sometimes having to travel to the business

location to review their service needs.

. Received numerous accolades from senior management for consistently

providing excellent service and tactfully resolving sensitive issues

Education and Training

Bakersfield High School- Bakersfield, California, High School Diploma

Attended University of Phoenix Online - Phoenix, Arizona

Awards/Achievements

. Successfully transitioned through two different companies, while

maintaining productivity.

. Numerous perfect attendance awards throughout professional history.

. Received employee of the month several time for meeting and exceeding

company expectations.

. Transitioned through different job duties when business decisions were

made within the company.

. Assisted as Team Lead when needed.

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