Customer Service Representative

ANDREA C. GRAVES

**** ******** ****, ************, ** 32208/ 252-***-****/ **********@*****.***

Professional Summary

Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Customer-oriented representative successful at troubleshooting and handling customer support issues. Dedicated with exceptional customer service through active listening and problem solving. Successful in completing all tasks in a timely manner.

Education

2003 to 2004 NASH COMMUNITY COLLEGE -ROCKY MOUNT, NC COMPUTER TECHNOLOGY AND ENGINEERING

1997to 2001 ROCKY MOUNT SENIOR HIGH -ROCKY MOUNT, NC GRADUATE OF 2001

Experiences

11/2013 to Current CUSTODIAN,

UNITED STATES POSTAL SERVICE - PONTE VEDRA BEACH, FL

● Keep track and stock supplies.

● Clean in and around the building prioritizing safety at all times.

● Thoroughly scrub and clean bathroom fixtures and partitions.

● Clean and dust file cabinets, doors walls, carrier cases and other equipment.

● Clean building floor by sweeping, mopping, scrubbing and vacuuming.

10/2007 to 11/2013 MAIL PROCESSING CLERK,

UNITED STATES POSTAL SERVICE. - ROCKY MOUNT, NC

● Loaded and unloaded mail onto various machines.

● Manually sorted mail making sure it was received at the proper door and truck.

● Dispatched mail to proper location.

● Handled sensitive and valuable mail, making sure the proper forms were signed and received by all parties.

03/2005 to 09/2007 CUSTOMER SERVICE REPRESENTATIVE, WEST- ROCKY MOUNT, NC

● Answered a constant flow of inbound customer calls concerning cellular service.

● Answered billing questions and made adjustments if they were needed.

● Acted as supervisor when calls were escalated.

● Effectively managed a high-volume of inbound and outbound customer calls.

● Addressed and resolved customer product complaints empathetically and professionally.

● Gathered and verified all required customer information for tracking purposes.

● Defused volatile customer situations calmly and courteously.

● Accurately documented, researched and resolved customer service issues.

● Resolved service, pricing and technical problems for customers by asking clear and specific questions.

11/2001 to 01/2003 CUSTOMER SERVICE REPRESENTATIVE, AEGIS- ROCKY MOUNT, NC

● Answered a constant flow of inbound customer calls concerning cable service.

● Answered billing questions and made adjustments if they were needed.

● Effectively managed a high-volume of inbound calls.

● Made outbound calls to customers when needed to verify services were operating correctly.

● Addressed and resolved customer product complaints empathetically and professionally.

● Made orders for technicians to go out to customer homes.

● Defused volatile customer situations calmly and courteously.

● Accurately documented, researched and resolved customer service issues.

● Resolved service, pricing and technical problems for customers by asking clear and specific questions.

Skills

● Troubleshooting

● Organized

● Analytical thinker

● Quality assurance

● Hard working and self motivated

● Fast learner

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