Customer Service Representative
Resume:
Stephanie Fowler
Humble, TX 77338
*****************@*****.***
PROFILE
A motivated and dedicated office professional with 17 years of extensive Network and customer service leveraging technical expertise, strong organizational, interpersonal and communication skills. In addition, proven ability to efficiently plan and manage multiple assignments in a fast-paced environment with demonstrated ability to optimize efficiencies and operations.
Consistently delivering the highest level of service to customers, both internal and external, in support of organizational goals:
Identify and address concerns
Follow up to ensure full completion and satisfaction
Recognized for rapidly and thoroughly resolving problems
Skilled in coordinating logistics across all company departments:
Define practical work solutions with established standards
Protect assets and contain costs
Background with inventory control
Actively participate in safety training
Superior communication and interpersonal abilities:
Strength in expressing technical concepts to non-technical audiences
Manage complex projects and multiple deadlines in time-sensitive environments
Commended for quickly learning new procedures and systems
PROFESSIONAL EXPERIENCE
AT&T / SBC / Southwestern Bell Telephone Co., Houston, Texas
Maintained employment through corporate mergers and accepted lateral moves to enhance knowledge in multiple areas of operations.
CUSTOMER SERVICE REPRESENTATIVE 2006 - 2017
Support installation and repair technicians across 22 states in resolving problems for commercial and residential customers, managing high call volumes and multiple smart chat sessions daily. Accountable for achieving service objectives for calls and chat sessions.
Analyze and interpret service logs to create daily schedules for field technicians, with focus on consolidating workloads for most efficient and productive execution of service calls.
Inform technicians of job details to ensure optimal service delivery toward account satisfaction and retention. Provide customers with timelines, and follow-up on attainment.
Assist test center personnel, and provide information to several internal departments and leadership.
Assess records and review with technicians to justify services to business office when requested.
Conduct end to end training covering daily job functions and systems for new and transferred departmental employees.
KEY ACCOMPLISHMENTS
oConsistently achieve monthly goals for timely and thorough handling of each contact/ call, analyzing issues and determining most cost-effective approach to resolutions.
oActively participate in internal meetings to address new policies and provide feedback and suggestions for highest level of service and efficiency.
oEarned several commendations based on customer comments, and directly from internal departments and Leadership during long tenure.
CUSTOMER SERVICE TECHNICIAN 2001 – 2006
Provided superior level of customer service in assisting with technical problems and other issues, with ability to execute repair for business and residential customers
Performed diagnostic testing of telecommunication lines, and analyzed results to identify and repair specific service features
LEAD SERVICE AND SALES REPRESENTATIVE 1999-2001
Supported service calls for existing customers, analyzing needs, identifying solutions and taking orders.
Attempted to salvage customers requesting service disconnection.
Responsible for customer account prospecting; accurately computed and quoted billing adjustments, balance and rates.
Responsible for suggestive selling of additional features and services.
Selected by chief steward as Union Liaison, coordinating between employees and management to facilitate grievances during final year in this office
KEY ACCOMPLISHMENTS
oRanked in top 25% for sales, in office ranking No. 1 nationally
TDCJ-ID Wynne Unit. Huntsville, Texas 1992-1999
CORRECTIONAL OFFICER III
Maintained security of offenders and the community. Handled customer service with offenders family members on weekends.
REFERENCES
References available on request
Contact this candidate