Customer Service Manager

Sunshine Wells

PO Box *****, Columbia, SC *****, 803-***-****

**************@*****.***

Objective To obtain a position as a Legal Secretary where my

experience and knowledge can be utilized while assisting

the company with its marketing objectives.

Experience Sales Associate, Customer Relations Specialist

February 2009 - July 2010 AT&T, Columbia, SC

Answer 75-90 calls daily regarding customers' residential

phone bill and/or DSL service

Assist customers with bill adjustments.

Process new & transfer orders for residential phone

service, DSL and/or Directv.

Upgrade or downgrade customers' plans to meet their needs

based on financial and/or personal reasons.

Convert customer service calls into sales.

Disconnect residential and/or DSL service upon customers'

request while attempting to save line to retain customer.

Service Coordinator

June 2008 - February 2009 NCR (PS Partner Solutions) West

Columbia, SC

Plans, prioritizes, and assigns all outstanding work order

tasks for Customer Engineers and ensures the prompt

delivery of service to meet our contractual terms and

conditions with companies such as Wal-Mart, Home Depot,

Bank of America, Wachovia, Wells Fargo, Chase Bank, etc...

Monitors and controls all outstanding work orders.

Schedules appointments with security escorts or third party

service providers.

Identifies and escalates to the Team Leader or Territory

Manager any situation that will cause a work order to

exceed the specific contractual response or fix time.

Uses service parts inventory system to locate a CE with the

part in inventory.

Performs predefined start and end-of-shift processes within

the Control Tower.

Works with other Service Coordinators when the movement of

engineers across territory boundaries is necessary to fill

any skill or resource shortfall.

Maintains effective and timely communications with

engineers, obtains regular progress updates for

outstanding work orders, and handles all messages that are

required to be transmitted to CE's within the territory.

Provides the central point of contact for all such CE

communications.

Maintains current-day duty roster based on information from

the Territory manager and records all incidents relating to

engineering availability, sickness, holidays and planned

work commitments.

Ensures the correct and timely closure and completion of

all work orders by following detailed closure work

instructions.

800-Medicare Tier 1 CSR, Medicare Benefit Specialist

October 2006- March 2007, July 2007- April 2008 Palmetto

GBA (Kelly Services), Columbia, SC

Answer 60-80 calls daily, providing information regarding

Medicare health plans and Medigap policies.

Order Medicare publications upon request.

Assist Medicare beneficiaries with comparing, enrolling,

and disenrolling from Medicare Advantage Prescription drug

plans, Medicare health plans & enrollment.

Transfer calls to appropriate carrier regarding bills,

claims, or coverage issues.

Customer Service Representative, Sales Associate

March 2005 - September 2006 Dillard's, Columbia, SC

Assisted customers with returns, in-store credits, gift

cards, and gift wrapping.

Managed multi-line switchboard.

Provided top level customer service assistance with

selection of footwear and apparel.

Paralegal Intern

August 2006 - October 2006 Chapman Law Firm, Columbia,

SC

Perform Legal Secretary duties.

Research client maters and legal cases.

Draft various legal documents and memos.

Pre-screen potential clients.

Attend client meetings at local detention centers.

Paralegal Intern

April 2006 - June 2006 Law Office of A. Randolph Hough,

Columbia SC

Research legal cases and client matters.

Draft expungement orders and various legal documents.

Perform Legal Secretary duties.

Pre-screen potential clients.

Accompany attorneys to hearings, arraignments, pre-trial

conferences, transfer court, General Sessions court,

administrative hearings, and bench trials.

Education South University, Columbia, SC

January 2004 - September 2006

A.S. Paralegal Studies

Graduated Magna Cum Laude

2006 Who's Who of American Colleges and Universities

References References are available on request.

Sunshine

Wells

**************@*****.***, 803-***-****

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