Customer Service Representative

Leonardo Da Silva

***************@*****.*** 317-***-****

Summary of Qualifications

• Purpose driven with strong record of reaching and exceeding goals set forth by

administration

• Leadership abilities with 6+ years in management

• Call center experience as an inbound and outbound customer service agent

• Strong computer literacy with the ability to perform Microsoft Office efficiently

• Demonstrates ability to develop strong relationships with customers, coworkers

and administration

• Outstanding work ethic, dependability and integrity

• Able to work independently or as a supportive team member

Skills

Microsoft Office Flexible and Motivated Office Procedures

Leadership and Training Problem Solver Communication

Customer Service Shipping and Receiving Organized

Education

My Computer Career

Indianapolis, IN

Information Technology Training

In-Progress

Certifications in progress are CompTIA A+, MTA (Networking Fundamentals), MTA

(Windows Server Administration Fundamentals), CompTIA Netowork+, MTA

(Security Fundamentals), MCTS (Windows Server 2008 Active), MCTS

(Windows Server 2008 Network), MCITP (Server 2008 Administrator), MTA

(Windows Client Operating System Fundamentals), MCTS (Windows 7), MCTS

(Windows 2008 Applications Infrastructure), MCITP (Windows Server Enterprise

Administrator), CISCO

Professional Experience

Premiere Credit of North America January

2013 – April 2013

Collections Associate (Temporary)

Collected money on delinquent or defaulted accounts

Negotiated settlements on accounts

Developed structured payment plans based off of contract guidelines for payment

Operated in a dialer pool system to perform inbound and outbound calls

Skipped trace accounts to obtain location or contact information

Cross trained new and transferred employees

Abided by all state and federal laws, as well as company policy pertaining to

collections

Integrity Staffing – Amazon.com October 2012 –

January 2013

Warehouse Associate (Temporary)

Picked products for shipping on Christmas season

Maintained accurate inventory

Attained goals and deadlines

Defender Direct March 2012 to

October 2012

Customer Service Representative (Temporary)

Answered and resolved customers questions about billing, equipment usage and

trouble shooting

Scheduled service appointments, system downgrades and upgrades

Processed returns, incentives and requests

E-mailed different departments according to customer needs

MCMBJJA, LLC January 2011 to

February 2012

General Manager

Cold called prospective students and lead generation

Sales driven inside and outside of the facility

General maintenance and cash handling

Assisted students with their membership issues and program education

Created business strategies to achieve sales goals and customer satisfaction

Worldwide Tech Services May 2010 to

December 2010

Customer Service Representative (Temporary)

Received inbound calls from techs assisting closing work orders and verifying other

assignments

Made outbound calls to existing customer regarding their warranty parts returning

Attended meetings and field training to improve job performance and increase

customer satisfaction

GNC – General Nutrition Centers December

2008 to July 2010

Sales Associate

Demonstrated superior product knowledge in assisting customers

Answered product based questions using knowledge from GNC training,

merchandising bulletins, and other Company approved information

Sold merchandise and interacted with customers according to GNC standards

Received, checked, and shelved merchandise; kept store clean and uncluttered

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