Customer Service Representative
Resume:
Todd Burkhardt
Littleton, CO 80127
Cell Phone # 970-***-****
Email: ************@*******.***
Qualifications:
Extensive work in customer service including call center environments.
Can type between 70-80 words per minute.
Great customer service skills: Outgoing, personable, very quick learner with new software/systems/processes, and enjoys an active and fast-paced workplace.
Very good problem solving and critical thinking skills. Can think "outside the box". Natural ability to manage time wisely and efficiently. An extremely proficient multi-tasker.
Very comfortable with computers and technology including a wide variety of programs/software such as: Microsoft Word, Excel, Internet Explorer, SalesForce, Invision, ACSR, Cisco, etc.
Education and Coursework:
Colorado State University, Fort Collins CO, From: 2002-2004
Majoring in Psychology.
Community College of Aurora CO, From: 2000-2002
Obtained an Associate of Science Degree before transferring to Colorado State University
Honors and Awards:
Honor Roll - 3.5 GPA while attending High School (1996-2000)
Average GPA of 3.8 during 3.5 years of college
Work Experience:
Nelnet
May 2016 - December 2016
Customer Service Advisor
Assisted borrower's with a wide range of issues regarding their student loans including advising borrower's on best course of action in terms of repayment options, deferments, forbearance, etc. (assisting them in the application process for these as well) and identifying which payment plan or postponement would best suit their needs. Also utilized the billing system including taking payments.
Customer/borrower education was a big component of this job as well. Explaining to borrower's how interest works (daily interest accrual, interest rate, how payments are allocated, etc.), the difference between subsidized and unsubsidized loans, the pros and cons of the various payment plans, deferment, forbearance, consolidation, discharge/forgiveness, etc. (good communication skills extremely important)
Proficiency in math is a must, calculating interest, reviewing payment history (including how payments are allocated in terms of interest and principal).
Ability to de-escalate and express empathy was a huge part of the job as many callers are frustrated with trying to manage their student loan debt, confused about policies/processes regarding their loans, or may just be in a rough place in their lives. Patience and understanding are 2 of the most valuable skills required for this job.
Large volume of calls (minimal available time between calls, mostly back-to-back) and multi-tasking a must as we work with a variety of programs simultaneously on each call (dual monitors utilized).
Sprint
February 2014 - October 2015
Customer Service Tech Support II
Provided advanced technical support for a wide range of mobile devices for commercial customers. Needed to identify if the issue was device related or network related.
Would work with a variety of internal and external network groups in an effort to isolate and ultimately resolve the customer's issue.
Communicated with customer via phone as well as email. Strong customer service skills were necessary as many customers I interacted with were often frustrated and had lost their patience. Also, since I worked with commercial customers, the issues present were effecting their business, costing them customers and/or money, it was extremely time-sensitive.
De-escalation/customer retention were frequent skills utilized on a daily basis. Building customer rapport was also extremely important as I would often speak to the same customer multiple times over the course of resolving their issue. Needed to convey their importance to our company and demonstrate that we were doing everything we could to provide resolution of their issue.
Multi-tasking and time management were big components of the job as well. Inbound calls would come in as we would be working open tickets, so we would get used to working multiple issues (using many different computer programs) simultaneously.
Comcast Corporation
October 2011 - March 2013
Customer Account Representative
Took large number of inbound phone calls from Business Class customers concerning a wide range of issues.
Assisted in billing issues (explaining the bill to customer, reading contract, fixing pricing issues, taking payments, issuing credits, etc.)
Performed change of service requests (upgrading/downgrading customer's services including internet, television, and phone)
Troubleshooting.
Upselling/Sales.
De-escalating calls/logging customer complaints.
Corporate Express/Staples
July 2006 - December 2009
Customer Service Representative
Took a high volume of inbound calls from business customers.
Utilized multiple systems simultaneously to help them obtain product information, invoice, and billing information.
Investigated undelivered orders.
Processed new customer orders, product returns, credits, and also resetting passwords for customers for the online ordering system.
Lots of interaction with other internal departments, using problem solving skills to determine the correct course of action and determining which department needs to be contacted to resolve complex customer issues.
ADT Security Services
May 2004 - June 2006
Outbound Alarm Monitoring Agent
Monitored alarm systems for residential and commercial accounts.
Made outbound calls to customers to notify of alarm status and also frequently spoke to authorities such as the police and fire department, when dispatching on burglar alarms, fire alarms, and hold-up alarms.
High ability to multi-task and handle huge work loads, as we would typically monitor numerous alarms at once covering 2 computer screens, navigating through multiple programs at once.
Ability to prioritize, based on severity of alarms and determine quickly, the correct course of action.
I was promoted to a group that was devoted to handling high priority alarms only, for highly sensitive accounts.
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