Customer Service Representative

Cassandra Lang

Customer Service

Morrow, GA *****

**********@*****.*** - 813-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Generalist

Frontier Communications - St Petersburg Beach, FL - February 2016 to June 2017 Created, cancelled, and delayed trouble tickets to other companies in an inbound/outbound call center. Escalated trouble tickets to dispatch for sooner commit dates and spoke with technicians for updates. Customer Service Front Counter Representative

Bright House Networks - Brandon, FL - February 2014 to February 2016 Provide customer service to customers face to face, upsale, and handle cash daily. Resolve cable issues not resolved over the phone. Start new and disconnected service for cable, phone, and internet to customers while taking payments. Answer questions, submit credits, adjustments, add and remove equipment from active or deactivated accounts.

Customer Service Representative

BrightHouse Networks - Riverview, FL - July 2013 to February 2014 FL

Answering 100+ calls in an inbound call center while accepting payments over the phone. Trouble shoot equipment, upsale, cancel and start service with new and existing customers. Credit accounts, locate misapplied payments, and answering all questions pertaining to remotes, channel guide, and PPV while using CRM.

Axelon/AT&T

Customer Service Support

Axelon/AT&T - Atlanta, GA - March 2012 to April 2013 Create tickets and CBRE work orders that are dispatched to wireless technicians and contracting vendors. Provide customer service to internal and external customers in an inbound/outbound call center. AT & T

Dispatch Assistant

AT&T - Atlanta, GA - April 2008 to January 2010

GA

Load, Add, and Void tickets that are dispatched to central office technicians. Provide customer service to internal and external customers in an inbound/outbound call center. RBS LYNK

Customer Service Representative

RBS Lynk - Atlanta, GA - September 2006 to April 2008 GA

Responsible for providing accurate and professional customer service to customers with pre-paid accounts. Assist customers with pending authorizations, credits, returns, and add external banking information to their accounts. Respond to incoming emails of external customers for pre-paid. Assist merchants with entering supply orders and voice authorization approval codes with issuing banks in an inbound/outbound call center. Dekalb County Water & Sewer

Customer Service Representative

Dekalb County Water & Sewer - Decatur, GA - June 2005 to September 2006 Responsible for providing excellent customer service to the entire county, while applying the Customer Always Right Rule. Entering and adjusting accounts per re-reads, sell of property or disconnects. Making arrangements with delinquent customers to better service Dekalb County in an inbound/outbound call center. Bell South Telecommunications

Maintenance Administrator

BellSouth - Atlanta, GA - June 2003 to July 2004

GA

Wholly responsible for porting back telephone numbers to BellSouth. Escalating portability of each customer back to BellSouth from other telephone companies in an inbound/outbound call center. Releasing service orders for completion of disconnects, add backs, and new services with data entry. Communicating with service representatives while applying to the Customer First Rule. Answering phones for problem resolutions involving technicians and filing records of completed orders. Provisioning Specialists

BellSouth - Atlanta, GA - July 2000 to June 2003

Designing telephone circuits with Taskmate and RMA programs with data entry. Calling and verifying information with customer service representatives in an inbound/outbound call center. Escalating telephone orders for completion with technicians.

EDUCATION

Fort Valley State University Computer Science - Fort Valley, GA September 1996 to January 1999

High School East Point - East Point, GA

June 1996

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