Customer Service Representative
Resume:
Trisha A. Solem
**** ** ** ** *** *** Des Moines,IA 50320
Email: *************@***.***
Qualifications Summary:
*Customer Service and Administrative support professional experienced
working in high call volume call centers. Detailed oriented with polished communication,
organizational and follow through skills. Expertise includes processing customer claims to
resolution,coordinating efforts between escalation departments and end users and tracking invoices
and payments.
Technical Experience
*Software/Databases: MS Word,Excel,Acces and Outlook, Lotus Notes, Internet Explorer,
QuickBooks, Mozilla Firefox, Yahoo,PowerPoint.
*Skills: In/Outbound Customer Service, Online Order Processing,AP/AR/Payroll,Shipping,Type
80 85 wpm,Data Entry,Spreadsheets,Table Charts,Credit Reports.
Professional Experience
HireQuality Solutions, Johnston,IA
July 09 Present
Different Positions
1 Insurance Associates (Full Time)
Worked as front desk clerk answering phones and transferring to correct employee. Scanned mail
into computer system and emailed them to correct employee that it belonged to. Updated bookings.
2 Homesteaders Life (Full Time)
Sorted through file cabinets pulling microphish death records that had been listed in the books so
they could be imaged into the computer system.
3 Iowa Department of Revenue (Full Time)
Data Entry. Processing state tax returns,amends,partnerships,pays & old year taxes into the data
base through computer.
EDS, Des Moines,IA
May 08 Sept 08
Customer Service Representative
1 Responded to high volume inbound calls from Sprint/Nextel customers.
2 Provided troubleshooting and support for Nextel blackberries customers with technical issues.
3 Processed requests to change service plans; escalating billing or other questions to the appropriate
department.
4 Coordinated efforts between the helpdesk and end users by documenting equipment refurbishing
requests and troubleshooting steps already taken before escalating the request to level 3 for
replacement.
5 Trained many co workers on documentation and ticketing responsibilities.
Technologies: Troubleshooting Nextel Blackberries, Inbound Calls, Data Entry, MS Office
First Advantage, Des Moines,IA
Jan 08 May 08
Customer Service Representative Levels 1 3
6 Responded to inbound calls regarding the myFICO.com website.
7 Answered customer questions about their credit reports and explained/sold financial products
offered through the website.
8 Documented customer complaints and credit report errors, steps taken to resolve the issues and
suggested next steps.
9 Promoted quickly to a CSR level 3 rep. to take additional corporate calls explaining to customers
why their credit scores were low;within 3 months CSR level 2 calls were added to verify customers'
identities and respond to email support requests.
10 Trained several co workers on CSR level 1 3 duties.
Technologies: Inbound Calls, Credit Reports, Customer Service level 1 3, Data Entry
Sears West, West Des Moines,IA
Apr 07 Aug 07
Customer Service Representative
11 Responded to high volume inbound customer calls for Sears, Kmart & Craftsman products.
12 Placed online orders for customers and assisted with shipping services and information.
13 Processed customer claims; followed up with customers to resolve damage product and order
issues to their satisfaction.
Technologies: Customer Service, Inbound/Outbound Calls, Online Orders, Shipping Information.
Solem Daycare, Des Moines,IA
Jun 04 Aug 06
Administrative Assistant (Part time,Full time all of 2005)
1 Prepared invoices and service contracts for new clients includings the State of Iowa; delivered
documents to Iowa DHS for processing.
2 Processed payments for clients and the State of Iowa, processed employee payroll, maintained
spreadsheet or financial records.
3 Assisted with home schooling children of various ages in reading, writing and math.
Technologies: MS Office Suite, QuickBooks, Lotus Notes, AP/AR/Payroll, Customer Service,
Inbound/Outbound Calls.
Education
High School Diploma, Lincoln High School Des Moines,IA
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