Customer Service Sales

Judith Lewis

215-***-**** (h) ~ ~ *******@*******.***

Qualifications Summary

Administrative Professional with extensive experience and strong focus on

internal/external customer service and teamwork. Key strengths include

excellent organizational skills, effective time management, and willingness

to assist other colleagues and departments during peak workload periods.

Proven ability to exercise good judgment and work well with minimal

supervision. Adaptable, reliable, and results-oriented professional who

continuously seeks to enhance technical knowledge and work proficiencies.

Recognized as outstanding in customer service excellence, as denoted by

several awards. Expertise in a wide variety of administrative and general

office skills, including:

MS Word, Excel, XP High-volume calls on multi-line phone

system

Computerized mailing systems Various customized database systems

Records management Project Management

Professional Experience

VERIZON, Philadelphia, PA 1983-2010

Specialist (2001-2010)

. Managing all life cycle phases of complex service installation

projects, from initial receipt to billing.

. Generate new service orders and modified/disconnected existing

services for small to large businesses.

. Enter data into databases and tracked order progress via over 20

proprietary systems.

. Interface extensively with customers, consultants, cross-functional

departments and management.

. Provide training and mentoring to team members and new employees.

. Key player in establishing liaison relationship processes between

Sales Agents and Order Processors.

Training (1999-2001)

. Facilitated training sessions for new customer service representatives

in all aspects of customer service, sales and product support for

small business department.

. Expert in Customer Service Etiquette

. Created and modified training materials based on current processes and

procedures.

. Delivered presentations, demonstrating proper customer service

methods.

. Administered Testing, Observation and concise progress evaluation

reports on Trainees

. Adhered to Human Resource policies, EEO compliance and Labor Relations

in Union Environment

Customer Service Representative (1983-1999)

. Provided customer service for small to large business customers.

. Interfaced with customers via phone and Internet for Inbound Call

Center on a daily basis.

. Resolved billing issues and issued service orders.

. Forecasted call traffic and meeting requirement with Available

Personnel in the role of Force Administrator for Call Center.

. Marketed Business Products and Services to Customers Nationwide

. Analyzed customer accounts and recommended cost effective solutions

Judith Lewis

Education and Professional Development

ARCADIA UNIVERSITY, Glenside, PA

Bachelors of Arts- Degree in Liberal Arts

COMMUNITY COLLEGE OF PHILADELPHIA, Philadelphia, PA

Associate Degree in Business Management, with Labor Relations

MURRELL DOBBINS, A.V.T.S., Philadelphia, PA

Diploma, with emphasis in Business Administration with Accounting

VERIZON, Philadelphia, Pa

Certified Trainer

Affiliations

CONSORTIUM OF TELECOMMUNICATIONS EMPLOYEES

Member

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