Customer Service Representative
Resume:
Camesha L. Daniel
*** ***** ***** ***********, ** 60440 ********@*****.*** 708-***-****
Qualifications Summary
Highly personable Customer Service Professional with twelve years of experience in delivery, claims and estimates processing and call-center operations within the cellular, delivery, and retail industries.
Talent for identifying customer needs and presenting appropriate company product and service offerings.
Demonstrated ability to gain customer trust and provide exceptional follow-up.
Expertise in resolving escalated customer service issues.
Secured numerous company achievement awards for delivery of exceptional customer service.
Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®).
Professional Experience
SEARS – Romeoville, IL January 2016-Present Customer Service Representative
As a Customer Service Representative, responsible for setting up delivery times of purchased merchandise by customers. Made sure all items that needed to be assembled were able to be done during the first delivery. Called customers to give a 24 hour reminder of delivery.
Took calls from customers and store associates to setup delivery times of merchandise purchased either in the store or online. Contacted customers that were not home at time of delivery. Rescheduled deliveries for a more convenient time for customers and for inclement weather.
● Works with Home Delivery Market Managers and delivery carriers to continuously improve communication to our customer on the day of delivery. Works with the local carrier manager (or delegate) on delivery exceptions and late deliveries
●Works with delivery carrier and customrs any damage on delivery complaints
●Adheres to routing guidelines for the length of the day ad works with other team members to ensure all stops are delivered with in the promised delivery window.
●Proactively communicates with customers if there is a change to the delivery schedule
●Works to shorten delays and expedites resolution of all delivery exceptions to ensure customer satisfaction on the day of delivery.
●Works to ensure all delivery stops are updated with thecorrect status.
●Performs other duties as assigned.
Verizon Wireless
August 2016-November 2016
Customer Service Specialist
As a Customer Service Specialist, responsible for handling a large volume of calls regarding cellular service and strived to provide one-call resolution for problems and irregularities identified by customers.
Researched and resolved a wide variety of customer questions/issues. Provided customers with timely and accurate information reflecting a positive and customer oriented image of the organization. Offered alternatives and options to satisfy customer concerns. Maintained a courteous and pleasant demeanor while speaking with external and internal customers. Achieved individual performance goals targeted by the organization. Handled multiple tasks and processed customer requests and where applicable, processed credits/adjustments to customer accounts.
●Respond to incoming/outgoing calls.
●Recognized opportunities to offer enhanced services.
●Enter comments on customer accounts and follow-up as necessary.
C SPIRE – Grenada, MS July 2015-August 2016
Account Service Representative
As an Account Service Representative, handle all customers front facing in a retail environment. Help with activating new lines of service and existing customers with service. Answer billing questions and troubleshoot any issues with cellular service.
Cashier
Data Entry
Technical Support
US CELLULAR – Itasca, IL November 2007-June 2015
Subpoena Specialist
As a Subpoena Specialist, handle all subpoenas received and get requested information out before subpoena deadlines. Take calls and answer questions about the subpoena process for all customers and law enforcement. Decipher call records and address all questions regarding call records.
Query and format call detail records for law enforcement, attorneys, and customers. Clarify any questions that arise about what steps to take in order to obtain call records. Comply with all subpoenas, court orders and search warrants for all facets of law enforcement.
●Make court appearances as necessary.
●Data Entry.
●Setup wiretaps and Title III’s.
US CELLULAR – Bolingbrook, IL December 2006-November 2007
Quality Assurance Specialist
As a Quality Assurance Specialist, made sure all associates were following the Blueprint of Excellence.
Worked with the NICE system. Did call calibrations with managers and coaches to ensure the Blueprint was being followed by all associates. Reported all calls where a security breach took place to immediate leadership team.
●Ensure customers receive accurate information.
●Listen to calls to ensure customer satisfaction.
US CELLULAR – Bolingbrook, IL May 2005-December 2006
Customer Service Representative
As a Customer Service Representative, responsible for handling a large volume of calls regarding cellular service and strived to provide one-call resolution for problems and irregularities identified by customers.
Researched and resolved a wide variety of customer questions/issues. Provided customers with timely and accurate information reflecting a positive and customer oriented image of the organization. Offered alternatives and options to satisfy customer concerns. Maintained a courteous and pleasant demeanor while speaking with external and internal customers. Achieved individual performance goals targeted by the organization. Handled multiple tasks and processed customer requests and where applicable, processed credits/adjustments to customer accounts.
●Respond to incoming/outgoing calls.
●Recognized opportunities to offer enhanced services.
●Enter comments on customer accounts and follow-up as necessary.
SEARS – Naperville, IL June 2004-May 2005
Record of Returns Specialist
As a Record of Returns Specialist, sent estimators to customers homes to assess damages done to the home during the delivery process. Took escalated calls. Offered discounts and credits on damaged merchandise that customers decided to keep in the home.
During delivery process, was in touch with drivers’ concerning damage to customers homes. Setup times with customers for estimators to come out and assess damage to the home and then go over options as to what the best course of action would be for repairs. Let customers decide whether the damaged merchandise was to stay in the home and then offer discounts on that merchandise.
●Respond to incoming calls from drivers’ and customers.
●Return damaged/defective merchandise.
●Enter comments on customer accounts and follow-up as necessary.
SEARS – Naperville, IL 2003-June 2004
Customer Service Representative
As a Customer Service Representative, responsible for setting up delivery times of purchased merchandise by customers. Made sure all items that needed to be assembled were able to be done during the first delivery. Called customers to give a 24 hour reminder of delivery.
Took calls from customers and store associates to setup delivery times of merchandise purchased either in the store or online. Contacted customers that were not home at time of delivery. Rescheduled deliveries for a more convenient time for customers and for inclement weather.
●Respond to incoming calls.
●Setup delivery times.
●Enter comments on customer accounts
EDUCATION AND TRAINING
Academic Studies –Bolingbrook High School, Bolingbrook, IL
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