Customer Service Manager
Resume:
Monique Onafowora
Hillside, NJ 07205
****************@*****.***
OBJECTIVE
To utilize knowledge acquired from past customer service experience to
further advance within my professional career
EXPERIENCE
11/2009-03/2010 West Bertie Elementary
Lewiston, NC
Tutor
. Assist students academically in math which students needed to seek
improvement
. Follow up and evaluate students' progress in order to see where
improvements can be made
. Evaluate teaching skills to make sure students are receiving enough
attention and assistance
. Motivate the students and provide them with confidence
. Help students develop study skills specifically tailored students'
needs for when there isn't someone around to help them out, also teach
students how to learn
01/2008-10/2009 ATX Services, Inc Durham, NC
Customer Service/Dispatch
. Provide customer service and assistance to the technicians; answer
telephone calls regarding cable and telephone service and billing, and
serve as receptionist; screen and direct calls
. Provide customer service over the phone; assist customers with
installations and technicians arrival times, follow-up reviews and
login times
. Perform a variety of clerical duties organized and managed office on
daily basis
. Fulfilled daily reports including remittance for invoicing
. Dispatch Service Workers to the field for follow-up inspections and
repairs; give direction and information to Service Workers in the
field; alert field Service Worker of issues relating to safety
10/2007-01/2008 Life Foundations Durham, NC
Customer Service Assistant
. Answers incoming phone calls, managing email responses, screen calls,
and refers to proper manager for handling
. Build rapport with the clients and provide excellent customer service
to enhance the customer's experience
. generally answer basic customer inquiries and handle simple problems
related to the customer's
. Ensure compliance with applicable federal, state and local laws and
regulations, and Life Foundation's policies and procedures. Ensure
compliance and completion of necessary compliance related training
. Meet and exceed individual goals for referrals and walk-ins. Provided
remarkable customer service through all customer interactions
06/2004 - 11/2005 Time Warner Cable
Morrisville, NC
Customer/Installation Support Specialists
. Answer inbound calls from in-house technicians and contractors to
close work orders
. Ensure proper coding on accounts to pay the technicians and proper
customer billing
. Handles customer questions, complaints, and billing inquiries with the
highest degree of courtesy and professionalism to resolve customer
issues with one call resolution
. Provision modems in DPOM on digital phone orders and contact MCI to
port phone numbers
. Monitors work order completions throughout the day and routes any
escalations to the proper contractor or in-house supervisor
10/2003 - 04/2004 Bob Holt Services Durham,
NC
Customer Service/Mail Clerk
. Receive mail and packages from counter and also distribute mail to the
customer
. Answer phone calls regarding packages and mail also responded to
emails
. Receive, sort, and box incoming mail and shipments adhering to mail
services, U.S. postal service, third-party carriers, and EPA
guidelines and procedures
. Prepare mail and packages for pickup (via FedEx, UPS, Airborne
Express, and U.S. mail)
. Load, unload and distribute to local EPA government buildings
. Calculate and apply postage for domestic, international, and special
mail services as deemed necessary
11/2002 - 10/2003 Qualex Corporation Durham,
NC
Customer Service
. Provided administrative duties and customer service assistance
. Daily duties included answering phones, faxing, filling, typing,
researching, etc.
. Politely answered phones from company clients and processed orders
. Politely called company clients to retrieve equipment and materials at
the termination of contract
. Responsible for improving customer retention through programs and
service provided to the customer
10/2001 - 01/2003 Carver Living Center Durham,
NC
Customer Service
. Place outbound calls and handled incoming calls from the existing
account base to add services, follow-up on renewal agreements
. Obtain and evaluate all relevant information to handle inquiries and
complaints
. Process orders, forms, applications and requests
. Manage customers' accounts and records of customer interactions and
transactions
. Keep records of customer interactions and transactions
10/2000 - 12/2001 IBM Durham, NC
Customer Support Representative
9/1998 - 10/2000 Sumitomo Durham, NC
Customer Service
EDUCATION
Bertie High School; Windsor, North Carolina; 8/1994 - 6/1998
H.S. DIPLOMA
*References are available upon request
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