Customer Service Rep

Felicia A. Purvis

*** **** ******

Newport News, Va.23607

757-***-**** (c)

QUALIFICATIONS

. Substantial experience and outstanding skills for 17 years in customer

service with 13 years in a call center.

. Accustomed to working in fast-paced environments with the ability to

think quickly and successfully handle difficult clients.

. Use the Internet daily and know the workings of it.

. Excellent inter-personal skills, ability to work well with others, in

both supervisory or support staff roles.

.WORK HISTORY

. Unemployed- May '09 - present.

. Sprint-Nextel- 400 Butler Farm Rd. Hampton, Va. 23666, 757-***-****,

July '08- May '09. Customer Lifecycle Rep-Make outbound calls to

current Sprint-Nextel wireless customers to inquire about their

service, any issues or concerns they may have and let them know of any

eligible promotions/offers they qualify for to extend their

commitments with us for another 2 years. Place orders for handset

upgrades, change rate plans, add/remove features on acct, issue

adjustments if needed, review customers bills, take credit card

payments & basic troubleshooting.

. NCO Financial Systems-521 Butler Farm Rd. Hampton, Va. 23666, (757)

865 -6496, Nov. '07 to July '08. Customer Service Rep-handle incoming

calls concerning customers cell phone service, billing issues,

troubleshooting, taking payments, issuing credits, adding/removing

features on phone.

. Daily Press Inc.-7505 Warwick Blvd. Newport News, Va. 23607, (757) 247-

4833, Sept. '99 to March '07-Sr. Customer Service Rep./Trainer-handled

incoming calls concerning customers newspaper service,

starting/stopping subscribers permanently or temporary, taking

payments, handling billing issues, issuing credits, service problems,

interacted with carriers/supervisors about field issues, trained

new/existing employees, supplied dept. schedules, Interim supervisor

for 6mths, handled escalated calls.

. The Faneuil Group- 200 Newmarket Fair Mall, Newport News, Va. 23605,

757-***-****, Aug. '97- June '99-Toll Billing Rep.-handled incoming

calls concerning customers home telephone service, billing issues,

taking payments, issuing credits, adding/removing local/long distance

service providers.

. Newport News Inc.-500 City Line Rd. Hampton, Va. 23666, (757)

Jan. '97- June '97- Customer Service Rep-handled incoming calls

from customers placing orders from magazines (Spiegel, Eddie Bauer,

Newport News), taking credit card payments for orders, taking

applications for credit thru Newport News.

EDUCATION

. Windsor High School- 20 Church St. Windsor, Va. 23487, Sept. '87- June

'92, general diploma.

. P.D. Pruden Vo-Tech School-2409 Godwin Blvd. Suffolk, Va. 23434, Sept.

'90- June '92, Data Processing Certificate.

REFERENCES

. Available upon request.

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