Customer Service Sales

Dina C. Lee

**********@***.*** 907-***-****

OBJECTIVE: To secure the position of Dispatcher within your organization.

EMPLOYMENT HISTORY

Customer Service Advisor II, Convergys, Charlotte NC 2008-2009

Interface with customers via inbound or outbound calls or the Internet for

the purpose of resolving routine problems with products or services. Greet

customers in a courteous, friendly, and professional manner using agreed

upon procedures. Listened attentively to customer needs and concerns;

demonstrate empathy. Clarified customer requirements; probed for and

confirmed understanding of requirements or problem. Meet customer

requirements through first contact resolution. Prepared complete and

accurate work and updated customer file. Effectively transferred

misdirected customer requests to the appropriate party. I provided

directions and directory assistance services to requested destinations. I

also provided dinner and hotel reservations upon customer request.

Dispatcher, 180 Connect, Charlotte NC 2007-2008

I managed upwards of 65 cable technicians via Nextel and 10 line telephone

ensuring timely arrival of scheduled appointments, for both Charlotte and

Greensboro systems. I routinely activated customer premise equipment. Kept

abreast of tech arrival times, and logged pertinent information on

accounts. I completed, cancelled and reassigned work assignments for field

technicians. Informed and updated field technicians on work in their

designated areas.

Dispatcher, Prince Telecom, Charlotte NC 2005-2007

Managed contact with 52 cable techs via two-way radio and 10 line telephone

to ensure timely arrival of scheduled appointments. Initialized cable, high

speed data and digital phone equipment to ensure services were in working

order prior to departure of technician per customer verification. I

completed, cancelled and reassigned work assignments for the field

technicians. Kept customers abreast of tech ETA's, and noted signal levels

and other relative comments to accounts for future reference.

Customer Care Professional, Time Warner Cable Inc. Charlotte, NC 2001-2005

I was an active participant in the pioneering of the Inbound Telephone

Sales Department that included focus groups for company implementation. I

also established new accounts for cable and high speed internet services.

I resolved billing disputes, only applied monetary adjustments when

warranted, also assisted customers by troubleshooting service issues over

the phone and using costly service calls as a last resort.

Customer Care Advocate, Sprint PCS Charlotte, NC 1999-2001

I answered incoming calls from both prospective and current customers

inquiring about new and existing services. I provided sales of new and

refurbished cell phones and accessories. I also implemented roadside

service insurance, handled numerous billing concerns to include monetary

adjustments when warranted. I would also work with customers over the phone

to remedy service malfunctions, sometimes resulting in the need to key

trouble calls to resolve customer service concerns. I've received numerous

Spotlight Customer Service Awards for my continued exceptional customer

service, thus ensuring company growth.

United States Air Force 1986-1991

I established the squadron functional publications library of more than 450

regulations, and manuals. Instrumental in the revocation and suspension of

driver licenses to both military and civilian personnel. While assigned to

the security police squadron I actively assisted in the training for K-9

and investigations departments. Maintained the squadrons secured documents.

Processed performance reports, awards and decorations. I conducted routine

squadron weigh-ins and maintained fitness documentation. I also assisted

in writing Air Force training manuals and technical orders.

COMPUTER SKILLS

I am proficient in Internet Explorer, Microsoft Word, AS400, Outlook and

GUI

COMMUNITY INVOLVEMENT VOLUNTEER

I participated in the Time to Read Program for elementary school children.

I volunteer at my local Veterans Services Office, reception and filing.

I am also the Fundraiser Chairperson/ Co-Finance Officer for the NABVETS

newly established Chapter in Gastonia.

AWARD AND DECORATIONS

AF Outstanding Unit Award,1OLC, National Defense Service Medal, AF Overseas

Long Tour Ribbon, AF Good Conduct Medal, AF Longevity Service Award, NCO

Professional Military Education Graduate Ribbon, AF Training Ribbon

EDUCATION

Rogers High School, Michigan City IN

Keesler Air Force Base, Administrative Technical School, Biloxi MS

Non-Commissioned Officer Profession al Military Training

Contact this candidate