Customer Service Representative

Michelle Harvey

Orlando, Florida *****

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

ph; 407-***-****

SUMMARY OF QUALIFICATIONS

More than 15 years of successful experience in customer service and support, with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures while maintaining customer privacy. Highly motivated team player, with superb interpersonal skills and excellent work ethic.

EMPLOYMENT

AT&T – Orlando, FL: Customer Service Representative, August 2013 - present

Answer customer requests and inquiries concerning services, products, billing equipment, claims, and report problem areas

Utilize operational systems to process purchases of AT&T products and services

Make recommendations according to customer needs, features, accessories, upgrades and rate plans

Responsible for improving customer retention through programs and services provided to the customer

Manage inbound credit collection calls, activations, customer service, fraud, technical support, among other topics

A.E.I. – Altamonte Springs, FL: Customer Service Representative, February 2013 – August 2016

(Authorized dealer for Direct TV)

Call Center

Obtained customer information for new accounts, while maintaining confidentiality

Scheduled installation appointments in a high call volume center while meeting quotas.

Rescheduled appointments to meet customers’ needs

David's Bridal - Altamonte Springs, FL: Front Desk Clerk, November 2013 – January 2014

Meet and greet customers with professionalism; assist walk-ins and consultants with appointments.

Schedule appointments with brides-to-be, wedding parties and consultants

Aon Hewitt – Orlando, FL: Call Center Representative, February 2012 – March 2012

Call Center Representative for inbound call center

Provide customers with their coverage plans.

Inform customers of services not currently covered by their plans

Buchanon and Associates – Orlando, FL: Call Center Representative, October 2011 – June 2012

Call Center Representative for Outbound Call Center

Maintain a complete debt collection portfolio and professional manner while informing customers how to resolve credit issues.

Transfer calls as needed to appropriate departments

Payment Systems – Orlando, FL: Call Center Representative, March 2011 – May 2011

Call Center Representative for Out bound Call Center

Make calls to lease out credit card merchants.

Set appointments with potential customers for merchant machine leasing

Webloyalty.com - Shelton, CT: Customer Service Representative, October 2010 – July 2010

Answer high call volumes and transferred IT calls to the help desk

Customer challenges were handled efficiently and quickly with follow up emails. Customer membership cancellations handled with professionalism and confidentiality

Wal-Mart - Shelton, CT: Claims Associate, October 2003 – July 2007

Prepared returned merchandise for shipment to home office

Maintain contact with various vendors regarding merchandise return

Perform customer service, cashiering and telephone functions

Stocked pharmaceutical and store merchandise on shelves in an orderly manner

Dooney & Bourke - Norwalk, CT: Customer Service Representative, June 2001 – September 2001

Handled voluminous in-bound customer calls ensuring customer satisfaction and confidentiality

Assisted customers requesting merchandise repair and/or exchanges

Maintained updated customer information

EDUCATION

Katherine Gibbs Business School - Norwalk, CT

Associate Degree in Secretarial Science

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