Customer Service Representative

Kenise E. Taylor

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

Phone 336-***-**** E-mail: ************@*****.***

Objective

To obtain a position in a Business Administrative field, that will allow the application of university-acquired

knowledge in achieving organizational goals and objectives.

Education

North Carolina A&T State University Bachelor of Science, 2003-06

Greensboro, North Carolina

Relevant Experience

Carolina Cookie

Data Entry/ Administration

October 2012- January 2013

• Manually enter customer’s online, phone, fax & walk in orders into M.O.M. Multichannel

operating system to be shipped accurately and promptly for the holiday season.

• Imported order spreadsheets via Excel into M.O.M Multichannel order operating system.

• Manually corrected, and input numerous business orders into excel, while also converting

customer attachments, orders and files to the correct importable format to complete large

business orders for shipping.

• Assisted with other office duties such as, making copies, order auditing, filling out the proper

forms efficiently for order spread sheets, while maintaining a professional business attitude,

attire & work ethic during this seasonal position.

AT&T Mobility

Technical Support Consultant

August 2008 – April 2010

• Respond to internal calls from BEUC and 3rd party resource desks. Provide detailed

• troubleshooting & education to representatives in the areas of billing, roaming systems,

equipment, and network issues.

• Submit trouble cases to RNOC’s and PMC’s when necessary.

• Open, maintain, escalate, and close Clarify CM tickets as necessary.

• Communicate with external customers when follow-up is needed on troubleshooting

• and resolving customer issues.

• Track and report technical problems and trends.

• Clarify CM SME “subject matter expert”

April 2008– Current

Business Customer Service Representative

• Handle customer questions, complaints and billing inquires with the highest degree of courtesy

and professionalism

• Aid in troubleshooting and problem solving in order to resolve technical issues

• Provide outstanding customer service to our enterprise customers

• Assist in training new employees through nesting program and side by sides

• Assist in team development by serving as QA captain, same day floor support and leading team

huddles

• Calculating adjustments and fees due while using college level statistic, math and accounting

knowledge to resolve customer billing issues.

NCO Customer Service Center, Greensboro, N.C.

September 2005 – November 2007

• Full time customer service universal agent, whose responsibilities consist of assisting UPS

customers with tracking packages, issuing damage claims and scheduling pickups.

• Job duties also include answering general UPS related questions, coaching under level agents,

re-directing calls and mainly providing customers with all options to ensure excellent service.

Mary Potter Intermediate School, Oxford, N.C.

August 2002 – August 2005

• Full time office assistant, administrative position during the year and summer months which

responsibilities were answering telephone and routing calls to appropriate persons, and/or

taking messages, filing and pulling students records to prepare for upcoming school season,

collecting dues for certain school activities, assisting parents/students on general school

information as well as assisting with school registration.

• Duties also included computer experience and typing letters and memos, making school

announcements and various other office duties including payroll and accounting.

West Oxford Elementary School

August 2000 – August 2002

• After School Youth Counselor whose duties consisted of assisting elementary students with

homework, playing educational interactive games to build self-esteem, coordination and

confidence.

• Duties also consist of chaperoning during weekly field trips, field days and other fun creative

projects during summer months.

Qualifications & Skills

Qualifications and Skills include several years’ computer experience; with knowledge in Microsoft Word,

Office, Excel, Power Point, and Typing 46-51 WPM. Enjoys working with the public, as a team and a

relatively fast learner in a fast pace environment. Special interest are, modeling, education, working with

animals and children; and also poetry writing in which I have won several poetry contests.

References

Available upon request

Contact this candidate