Customer Service Representative

Darryl V. Boykins

**** ****** **. *** * Dearborn, Michigan 48214 - 313-***-****

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

Customer Service Professional

Skills / Qualifications

. Excellent interpersonal skills, with ability to work well with others,

both supervisory or support staff

. Productive in high volume, high stress environment, with the ability

to professionally manage hostile situations

. Unwavering commitment to providing exceptional customer service

. Excellent communication skills both written and verbal giving specific

attention to detail

. Advance knowledge in Microsoft office, specifically Microsoft Word and

Excel

. Ten years' experience in Customer Service call center environments

. Strong leadership skills with passion to build long lasting client

relationships at maximizing quality

Employment Experience

. Confer with customers by telephone or in person to provide information

about products or services, take or enter orders, cancel accounts, or

obtain details of complaints.

. Keep records of customer interactions or transactions, recording

details of inquiries, complaints, or comments, as well as actions

taken.

. Check to ensure that appropriate changes were made to resolve

customers' problems.

. Determine charges for services requested, collect deposits or

payments, or arrange for billing.

. Refer unresolved customer grievances to designated departments for

further investigation.

. Review insurance policy terms to determine whether a particular loss

is covered by insurance.

. Contact customers to respond to inquiries or to notify them of claim

investigation results or any planned adjustments.

. Resolve customers' service or billing complaints by performing

activities such as exchanging merchandise, refunding money, or

adjusting bills.

. Compare disputed merchandise with original requisitions and

information from invoices and prepare invoices for returned goods.

. Obtain and examine all relevant information to assess validity of

complaints and to determine possible causes, such as extreme weather

conditions that could increase utility bills.

. Plan routes, itineraries, and accommodation details, and compute fares

and fees, using schedules, rate books, and computers.

. Make and confirm reservations for transportation and accommodations,

using telephones, faxes, mail, and computers.

. Prepare customer invoices and accept payment.

. Answer inquiries regarding information such as schedules,

accommodations, procedures, and policies

Employment History

Customer Service Representative, Metro Cars, Inc. Taylor, Michigan

02/2010-12/2012

Reservation Agent/ Night Auditor, Mission Point Resort, Mackinac

Island, Michigan 05/2008-10/2010

Education

BA, Urban Planning, University of Michigan, Ann Arbor, Michigan

Degree Pending

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