Customer Service Office

Christy Michelle Starks-Robinson

*** * ********* ** #*

Joliet, IL

60453

Phone : 630-***-****

Email: *********************@*****.***

Country of citizenship: United States of America

Veterans' Preference: 10-point preference based on a compensable service-connected disability of 30 percent or more

Live Voice, LLC 2 16 Current

Supervisor/Billing Specialist

Monitored quality of all agents i.g. listened to/graded recorded calls to ensure protocol adherence

Provided feedback and quality graded calls to agents

Trained out all new account specifics and answered all escalated customer concerns/calls

Setup all new account billing profiles in BL4 platform

Billed all existing and new customers.

Reconciled all outstanding past due balances as needed with existing and outgoing customers

Provided office supply list

Coordinated all office events i.g, company dinners, lunches and other office happenings as needed

Assisted in initial office set up/decorations and office logistical design Escalations Specialist

Resolve executive escalations regarding home delivery issues, customer reported concerns

Resolve retail related concerns as related to home deliveries

Report directly to managers any high profile media related inquiries

Follow up with delivery team management, executive management and home delivery management

Alarm Detection Systems

Operator/Dispatcher Aurora, IL

Monitored subscribers's Fire, Burglar, Panic, Holdup, Supervisory Alarm systems

Dispatched emergency responders when applicable as outlined in operator policies/procedures

Completed system tests nightly as outlined in command procedures

3 2014

7/2014

Oak Lawn Police Dept

Oak Lawn, IL

8 2013

4 2014

E 911 Dispatcher

Fire, Police, EMS Calltaker/Dispatcher

Incoming emergency calltaker for Oak Lawn, Bridgeview, Burbank and Evergreen Park including Fire, Police, EMS Greenwood County

Sheriffs Ofc

8-2012

8-2013

Greenwood, SC

CTO E 911 Trainee

E 911 Dispatcher

Fire, Police, EMS Emergency Dispatcher

Calltaker/Dispatcher for City/County/EMS radios for Greenwood County/City limits

2Xtreme Fitness 1/2010 1/2012

Bolingbrook IL US

Executive Administrative Assistant

All administrative duties including faxing, customer service, training coordination scheduling, cold calling potential new clients, light housekeeping commensurate to training downtime.

WORK EXPERIENCE US Cellular 8/2007 - 1/1/2010

Data Technician Specialist

Troubleshoot/repair smartphones via inbound call center. Also troubleshoot and repair wireless aircards and troubleshoot pc issues as related to smartphone repair. Direct contact with wireless subscribers. IBM 3/2004 - 4/2007

Oakbrook Terrace, IL, Illinois US

TAAS Analyst/Acquisitions

Process incoming order requests for various major corporations requesting procurement of IBM software/hardware.

Follow-up with client point of contacts and correspond directly to vendors used by IBM to procure non-IBM hardware/software.

Run reports to verify that customers have successfully received purchase orders as processed in a timely manner.

Acquisitions. (Contact Supervisor: Yes, Supervisor's Name: Terri Ulrich, Supervisor's Phone: 630-***-**** ) Customer Service Associate II Comcast 11/2002-2/2004 Augusta, Ga.

Incoming call center customer service

First line troubleshooting of existing subscribers services, billing, upselling, addition/deletion of services upon request or where applicable.

Escalating customer concerns or technical issues

New service requests

AT&T Broadband 11/1997 - 10/2002

Atlanta US

BSAC Technician II

Telephony Network Repair Technician(inner office) support for field technicians repairing existing customer's phone, cable and hsd(internet) services.

Provided inner office support i.e. provisioning

HISU's( telephony units) for dial tone, monitoring plant for two- way technicians to provide clearer reception of services, provisioned modems for PC service, worked with 5ESS switch to provision dial tone and calling features.

Worked directly with field technicians to close all trouble generated tickets via ETE (Enterprise Ticketing Engine) system for ATT Broadband.

EDUCATION North Carolina Agricultural & Technical State University Greensboro, NC US

Bachelor of Science

Spring 1995

Major: Arts Degree

College of Dupage 2012

Glen Ellyn IL

Criminal Justice

REFERENCES Cassandra M. Govan 2Xtreme Fitness

Owner

Phone Number: 630-***-****

Email Address: *****************@**.***********.*** Reference Type: Professional

ADDITIONAL

INFORMATION

Lead Telephony Dispatcher (ATT Broadband), 65 WPM, Extra Mile Award

(IBM Global Services), APCO LEADS Certified/NCIC/CSAA Certified Alarm Dispatcher I, CPR Certified, PERC Certified

Contact this candidate