Customer Service Representative
Resume:
Iris D. Reeves
**** ********** ***** *******, ** 30168
Phone 678-***-****
***********@*****.***
Objective:
My objective is to obtain a challenging and rewarding position which will allow me to apply the
knowledge and experience I’ve gained throughout my career.
Work Experience:
Appleone/Carter Brothers Fire & Life Safety
November 2009 to June 2010
Administrative Assistant
Answer all incoming phone calls. Complete a service request form for the techs to
respond to. Prepare all accounts payables to be approved. Make copies, file, and fax
documents. Put away any equipment away on the shelves. Pull equipment off the shelves
for the techs to take on the jobs they are assigned to.
Act1 Personnel/AT&T
January 2009 to October 2009
Contracts Administrator
Input all incoming contracts into the mail log. Assign all new contracts to our contract
specialists. When contracts are complete, log into a data base called doc viewer. I
research contracts for other departments that request copies of contracts. Log all contracts
into another data base called ecats.
Delta Airlines - Atlanta, GA
August 1997 to November 2008
Customer Service Representative (Word Processor III)
As a Customer Service Representative, my responsibilities are to respond to all customer
correspondence in a timely manner and to resolve customer issues according to Delta Airlines
policies and procedures. Below is a detailed description of each task I performed to accomplish
this goal.
• Tracked customer correspondence to ensure that the customer received a satisfactory
resolution to their letter within 30 days and emails within 48 hours.
• Provided a daily report which consisted of the pending count and date mail was received
which allows the writers to handle incoming mail within the time frame allowed based on
company policy.
• Distributed the incoming workload among employees to insure all customers receive
prompt responses to their inquiries and complaints.
• Tracked the status and progress of work and made day to day adjustments as needed.
• Instructed employees in specific tasks and job techniques by providing written
instructions and training manuals.
• Coached, developed, and trained new employees on imaging, reading, sorting, and
routing incoming mail, opening and closing records, issuing checks, transportation
credits, drink coupons, and crown room passes, proofing letters, mailing letters, issuing
gift baskets, and receiving incoming executive phones calls.
• Worked on special projects as needed.
o Purged outdated DBMS records by identifying old records still open, researched
the cases, and correctly closed the records.
o FAA / MD88 Project - Sent out apology letter to sky miles customers for their
inconvenience. (I received 10,000 reward points.)
o Atlantic Southeast Airlines Project (ASA) – assisted the internal customer service
department in proactively communicating with there customers in response to a
system problem which caused severe delays and inconvenience to customers.
(Received a hand delivered gift basket from the President of Customer Service)
American Express - Fort Lauderdale, FL
June 1984-August 1996
Customer Service Representative
As a Customer Service Representative, my responsibilities were to respond to all customers in
a timely manner and resolve customer issues according to American Express policies and
procedures. Below is a detailed description of each task I performed to accomplish this goal.
• Analyzed and researched card members’ disputes.
• Opened cases to be investigated.
• Resolved card members’ disputes by investigating their claim in a timely manner.
• Writing or calling card members and service establishments.
• Made adjustments to card members’ account.
• Coached, developed, and trained new employees on analyzing card member disputes,
opening cases to be investigated, calling and writing card members’, and making
adjustments to card members’ accounts.
Media Coordinator - Platinum / Gold Card Customer Service
As a Media Coordinator, my responsibilities were to support the writers in responding to
all customers in a timely manner and resolve customer issues according to American Express
policies and procedures. Below is a detailed description of each task I performed to accomplish
this goal.
• Distributed work to the writers.
• Sent telexes to different locations.
• Logged all incoming mail into the system.
• Pulled microfiche
• Pulled trial balances
• Proof reading
• Pulled copies of card members’ charges and cancelled checks.
Education:
Hammel College 1988 Fort Lauderdale, FL
Paralegal Studies
Paralegal Certificate
Community Service and Special Interest
Founder and President of Nubian Visions:
Women support group for women in the community.
Held weekly meetings, invited guest speakers with expert knowledge on women issues, and held
events for the community.
Held work shops on resume writing, interviewing techniques and general job search issues.
I completed a community service training class and received a community service certificate.
Royal Elite Dance and Drill Team
I mentored young adults at the community center.
We had a dance/drill team that participated in parades and festivals in Georgia, Alabama, and
Chicago. The dance/drill team helped paint and clean up Avondale Elementary School as part of
their community awareness and participation.
REFERENCES AVAILABLE UPON REQUEST
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