Customer Service Representative

Salina McMillan

**** ********* ** ***.**

M t.Dora, Florida 32757

352-***-**** Home

352-***-**** Cell

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

Century Link Voice Repair (Contractor for Outsource Inc.)

Tier 2 Technical Support

555 Lake Border Dr

Apopka FL 32703

11/1/2012-Present

T roubleshooting and submit ting repair t ickets

T roubleshoot customer’s phones and features

Resolve customer issues by direct assistance or referral

Check to assure changes were made to resolve customer issues

P rovide customer with updates on their service as well as repairs

Assist customer with feature changes

P romote offers to customers

M ake account changes based on customer needs at their request

M icrosoft programs used daily

I handle a high volume of calls and in a professional manner daily

T ransfer customers to appropriate departments for direct assistance

Submit supervisor escalations on a daily basis

A HT below 250 no higher than 275

F irst call resolution

Convergys Lake Mary, FL

Customer Service Representative/Tier 1 Tech Support

Resigned due to t ransportation Issues

04/02/2012-08/13/2012

Business to business At & t Inbound billing support

Scheduled payment arrangements and set customer expectations

P rocessed customer payments

U pdated sim card and imei information

Changed customer features at their request

T roubleshooting for technical calls

Cancelled registrations

Reset voicemail passwords

Suspended lines for lost or stolen.

Luxury Custom Wheels

Website maintenance/Customer support

01/01/2007-12/30/2011

Apopka FL

Placed customer orders

P rocessed shipping info

P rocessed customer payments

U pdated website prices

P repared and submit ted spreadsheet data

Checked orders and made sure they were shipped on correct dates

Used excel on everyday basis.

Skills: Microsoft word, Excel spreadsheets, Microsoft outlook, PowerPoint, can type 45 wpm,

can toggle multiple systems (8-9) Able to talk to customer and notate account at the same

t ime

Education

*Alee Academy

Eustis FL 32726

H igh school Diploma Received 2009

* Liberty University

Associates in Psychology

I n progress

Graduation year 2015

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