Customer Service Representative

EDWARD J. FRAZIER, JR.

*** ***** ******, ******, ** 02170 • Home: 617-***-**** • Cell: 617-***-****

*********@***.***

SUMMARY

Skilled in call center operations

Customer service award

Adheres to customer service procedures

WORK HISTORY

Job Service Representative 11/2002 to 01/2016

Department of Unemployment Assistance – Boston, MA

Effectively managed a high-volume of inbound and outbound customer calls. Answered a constant flow of customer calls with up to 10 calls in queue per minute. Addressed and resolved customer complaints empathetically and professionally.

Gathered/verified customer and employer information to resolve employment separation issues.

Accurately documented, researched and resolved customer service issues. Mastery of customer service management systems and databases.

Referred unresolved customer grievances to designated departments for further investigation. Managed high call volume with tact and professionalism.

Initiated operations improvements to improve overall call center productivity. Acted professionally and patiently when addressing negative customer feedback. Met or exceeded service and quality standards every review period.

Customer Service Representative 06/1999 to 05/2001

Network Plus – Quincy, MA

Answered an average of 45 calls per day by addressing customer inquiries, solving problems and providing new product information.

Implemented marketing strategies which resulted in 25% growth of customer base. Developed reputation as an efficient service provider with high levels of accuracy. Asked open-ended questions to assess customer needs.

Routinely answered customer questions regarding telecommunications pricing.

Provided an elevated customer experience to generate a loyal clientèle.

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Recipient of multiple positive reviews acknowledging dedication to excellent customer service.

EDWARD J. FRAZIER, JR. Home: 617-***-**** Cell: 617-***-**** *********@***.***

Technical Support Analyst 04/1997 to 06/1998

Stream International – Canton, MA

Managed call flow and responded to technical support needs of customers.

Provided base level IT support to non-technical personnel within the business. Reviewed technical documentation and procedures.

Installed software, modified and repaired hardware and resolved technical issues. Identified and solved technical issues with a variety of diagnostic tools.

Provided on-call support for critical issues.

Customer Service Specialist 02/1992 to 03/1996

Division of Employment and Training – Quincy, MA

Greeted customers entering the unemployment office to help each customer file an unemployment claim.

Answered an average of 25 calls per day by addressing customer inquiries, and provided claim and payment information.

Politely assisted customers in person and via telephone.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Routinely answered customer questions regarding unemployment check and claim information.

EDUCATION

Bachelor of Arts: Education

Eastern Nazarene College - Quincy, MA

CERTIFICATIONS

Clark University - Client/Server Database Administration Certification

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