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Customer Service Representative

Pikesville, Maryland, United States
January 28, 2018

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Uraina Stanton

**** ********** *****

Baltimore, Maryland 21207



Experience: Deshields Plumbing Inc.. Baltimore, Maryland Receptionist June, 2012 to Present

• Scheduled appointments and maintained and updated appointment calendars.

• Filed and maintained records.

• Transmitted information and documents to customers, using computer, mail and facsimile machine.

• Operated telephone switchboard to answer, screen and forward calls, providing information and taking messages.

• Provided information about establishment, such as location of departments and offices, employees within the organization and services provided.

• Operated telephone console to receive incoming messages.

• Made future appointments and answered inquiries.

• Received and answered requests for information from company officials and employees.

• Performed variety of clerical duties and other duties pertinent to establishment.

Department of Social Services Baltimore, Maryland

Family Investment Specialist I June 2011 to May 2012

• Referred clients to community resources for services such as job placement, debt counseling, legal aid, housing, medical treatment, and financial assistance, and provided concrete information, such as where to go and how to apply.

• Interviewed clients individually, in families, and in groups, assessing their situations, capabilities, and problems, to determine what services are required to meet their needs.

• Planned, promoted, organized, and coordinated public community service program and maintained cooperative working relationships among public and agency participants.

• Provided information and assistance to the public on government agency programs and procedures.

• Advised individuals regarding obtainment of required documents and eligibility requirements for receiving benefits.

• Analyzed applications and information for benefits, privileges and relief from obligations.

• Used knowledge of rules, regulations and precedent decisions in order to determine qualifications for benefits, privileges and liability for obligations.

• Investigated errors and delays in the processing of applications for benefits and initiated corrective action.

• Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

• Completed contract forms, prepared change of address records, and issued service discontinuance orders, using computers. Social Security Administration Baltimore, Maryland Contact Representative September 2005 to May 2011

• Interviewed benefits recipients at specified intervals to certify their eligibility for continuing benefits.

• Answered applicants' questions about benefits and claim procedures.

• Checked with employers and other references to verify answers and obtain further information.

• Kept records of assigned cases, and prepared required reports.

• Compiled, recorded, and evaluated personal and financial data in order to verify completeness and accuracy, and to determine eligibility status.

• Interviewed and investigated applicants for public assistance to gather information pertinent to their applications.

• Initiated procedures to grant, modify, deny, and terminate assistance, and referred applicants to other agencies for assistance.

• Scheduled benefits claimants for adjudication interviews to address questions of eligibility.

Partner's Management Baltimore, Maryland

Leasing Consultant February 2002 to August 2005

• Determined and specified date of termination of lease rentals.

• Showed and leased apartments.

• Interviewed prospective tenants and recorded information to ascertain needs and qualifications.

• Accompanied prospects to model apartments and discussed size and layout of rooms, available facilities, such as swimming pool, location of shopping centers, services available and terms of lease.

• Completed lease form and agreement and collected rental deposit.

• Inspected condition of premises periodically and arranged for necessary maintenance.

• Compiled listings of available rental property.

• Contacted credit bureau to obtain credit reports on prospective tenants.

TCI Cable Baltimore, Maryland 21215

Customer Service Representative January 2000 to January 2002

• Checked to ensure that appropriate changes were made to resolve customers' problems.

• Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

• Recommended improvements in products, packaging, shipping, service, and billing methods and procedures in order to prevent future problems.

• Resolved customers' service and billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.

• Referred unresolved customer grievances to designated departments for further investigation.

MCI Telecommunications Hunt Valley, Maryland

Customer Service/ Sales October 1993 to December 1999 Representative

• Talked with customers on the phone.

• Quoted prices and credit terms and prepared sales contracts for orders obtained.

• Estimated date of delivery to customers, based on knowledge of own firm's production and delivery schedules.

• Contacted homeowners, apartment managers and other prospects to sell long distance telephone service.

• recommended improvements in products, packaging, shipping, service, and billing methods and procedures in order to prevent future problems.

Education: Forest Park High School Baltimore, Maryland High School Diploma 1992

References: Available upon request

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