April J. Singleton-Kirkland

**** ******* ****, *** #*** Jacksonville, FL 32257 904-***-**** ac2ihy@r.postjobfree.com

BACKGROUND SUMMARY

I’m a highly seasoned customer service professional with many years of inbound/outbound call center experience seeking an opportunity for career growth and advancement within the customer service, management fields. Specialty expertise in Team Work, Problem Resolutions, Active Listening, Punctual & Reliable, Analytial Skills.

Experience: Web.com Sr Customer Service ( Retention) Agent Jacksonville, FL 7/14 – 07/17 Managed inbound calls from customers with questions, concerns about websites, domains, online marketing, business listings, search engine optimization (SEO), billing, submitting request for changes, offering optional solutions for success before cancellation of services (retention), upgrading/up sells of service, meeting & maintaining daily metrics of Quality 100%, Surveys 100%, Schedule adherence 100%.

Aetna US Healthcare Customer Service Professional Jacksonville, FL 05/05 - 4/11

Managed incoming calls from members about their dental plan benefits, plan changes, primary dentist changes, address changes, claim inquiry, claim payments, locate contracted providers.

BANK OF AMERICA Sr Customer Service Specialist Jacksonville, FL 04/03-06/04

Responding to incoming calls from customers about their auto loans.

Billing resolution, making requests for titles, liens, pay offs.

Making payments, up sales of credit cards and auto debit payments.

AMERICA ONLINE Retention Sales Consultant Jacksonville, FL 11/02-4/03

Managed inbound calls from existing/new members.

Set up new internet accounts, assisting new members in getting online.

Billing inquires and resolution, sales, retention, tech support.

SPRINT PCS Customer Solutions Specialist Jacksonville, FL 11/00-02/02

Coached and mentored new employees with additional training and development.

Maximized customer satisfaction with setting up new service, phone activation, payments, billing

resolution, retention, and rate plan adjustments, troubleshooting equipment and service issues.

Executed credit checks while following methods and procedures of confidentiality.

POWERTEL PCS Lead Customer Service Specialist Jacksonville, FL 11/98-10/00

Coached and mentored new employees with training and development.

Managed incoming calls from existing/ new customers to set up new service.

Credit checks, phone activation, deactivation, suspending service, billing resolution, trouble shooting

phones and service, retention and up selling of rate plans and additional services.

BAPTIST MEDICAL CENTER Nursing Service Technician Jacksonville, FL 10/90-07/98

Receptionist duties, took verbal orders from doctors and nurses in order to enter info on patients charts/system.

Preformed skin preps on patients before surgery, conducted inventory on drugs and supplies, transportation of patients to and from surgery.

Education:

William M Raines High School High school diploma Jacksonville, FL 1983

Jones College Medical Nursing Assistant Jacksonville, FL 1984

Florida College of Medical/Dental Careers Dental Assistant Jacksonville, FL 1986 Roffler Hair Design college Barber Stylist Jacksonville, FL 1987

Roffler Hair Design college Barber Stylist Jacksonville, FL 1987

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