Susan Lam

**** ******** ** ********, ** *****• 254-***-**** • ac30ib@r.postjobfree.com

Objective

An overview of the Applicant’s skills and experiences in the area of working In customer service and sales in order to obtain a challenging career and use skills to partner with a growing company.

Education

High School Diploma 1973

Helix High School

La Mesa, CA

Volunteer Experience

Intern 1973

Grossmont Hospital

LaMesa, CA

Assisted staff in the emergency room, surgery floors and pathology department.

Employment

Customer service representative and Technical Support Representative for S2G 2015-2017

I started my employment with this company working on the Motorola Project. I was able to achieve many awards for handling calls in a timely fashion. I also was able to create superior customer rapport in the fashion that my project manager appreciated.

I was moved to the Casio project on a temporary basis to provide support for the time change to STD last year. I showed the ability not only to change that setting on watches but the initiative to help customers with their other watch issues resulting in an offer to move to Casio permanently.

I not only currently handle all Casio products but I am the onsite keyboard expert. I also made a suggestion to the Casio representatives that the company is now using at the office.

I am currently doing technical support for other projects as well; Telefield, Aarons, New com link, Patriot Mobile, and Aero Enviroment

Customer Service Representative 2012-2015

Convergys-Retentions Department

Waco, TX

Provided friendly and quality services in timely manner to AT&T call-in customers.

Assisted AT&T customers with questions regarding billing errors or equipment malfunctions and ensured that customer’s questions were answered and their satisfaction was met for quality service.

Handled calls for family members of deceased customers and assisted with owner account transfers.

Re-rated bills and adjusted customer accounts for various billing errors.

Assisted with overwriting contracts for customers who met criteria for new cell phones before current contract ended.

Determined cell-phone warranty malfunctions versus customer-caused damage.

Ran technical support scripts to fix voicemail problems, account access problems, application errors, computer errors within the AT&T system, text messaging errors, and determining whether a customer would benefit from specialized equipment when a customer could not receive a clear cell phone signal.

Resolved all issues at an escalation Level when customer service was unable to resolve issues

Customer Service Representative- 2011

Convergsy- Customer Care

Waco, TX

Assisted AT&T customers in reviewing their bills, answering general questions regarding upgrading or ordering new cell phones.

Ran credit checks for additional lines and credit for new cell phone devices

OFFICE MANAGER

I.D.I. Temporary Employment Agency

Managed office personnel in the hiring and placing of temporary employees for various employers depending on needs of employer and skill level of temporary employee.

Interviewing high-level job applicants for placement in permanent job openings.

Time card review of office personnel.

Hiring, discharging, and employee reviews of office personnel.

STORE MANAGER

Shelly’s Tall Girls

In charge of checking in all merchandise, displays, cleanliness of store, and inventory.

Running credit checks for store credit cards and soft-core collections of 60 day past-due accounts

Return of merchandise

Time card and schedules for store personnel.

Hiring and discharging of employees as necessary according to company policy.

Employee reviews.

Special Trainings and certifications

New technical support development, new cell phones, 3G, 4G, 4G lte and digital networks through Convergys as upgrades were made. I also did the same for Patriot Mobile

J.D. POWERS Management Course

Collection Training

I have training in electrical,Heating, cooling, and refrigeration systems

References

Steve Seibel Site Manager

S2g services

361-652-367 Waco, TX

Rick Garcia 817-***-****

Hurst, TX

Mechanic-Southwest Airlines

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