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Customer Service

Newark, Delaware, United States
April 24, 2018

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Leslie Wells

Phone Number: 302-***-****

Customer Service Representative

Willing to take on additional responsibilities and challenges

Displays excellent time management with high attention to detail

Works effectively as a team member

Possess effective planning, organizational, communication, presentation and interpersonal skills

Professional known for making managerial decisions, using discretion and processing highly confidential information

Work Experience

Customer Service Associate

Sallie Mae

Newark, DE

September 2017-February 2018

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints

Check to ensure that appropriate changes were made to resolve customers’ problems

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

Refer unresolved customer grievances to designated departments for further investigation

Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills

Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers

Getting Information

Communicating with Supervisors, Peers, or Subordinates

Making Decisions and Solving Problems

Processing Information

Resolving Conflicts and Negotiating with Others

Experience with: Autodialing systems, Automatic call distribution ACD system, Avaya software, Customer account management software, Customer complaint ticketing management software, Customer service and support software, Data entry software, Desktop computers, LexisNexis software, Microsoft Access, Microsoft Excel, Microsoft Office software, Microsoft Outlook, Microsoft PowerPoint, Microsoft Windows, Microsoft Word, Unified messaging software

Emergency Communications Operator (ECO)

AAA Club Alliance, Inc.

Wilmington, DE

June 2014-June 2017

Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information

Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information

Provide relay service for hearing-impaired users

Promote company products, services, and savings plans when appropriate

Resolving Conflicts and Negotiating with Others

Documenting/Recording Information

Making Decisions and Solving Problems

Coaching and Developing Others

Evaluating Information to Determine Compliance with Standards

Experience with: Copy machines, Data entry software, Microsoft Office software, Multiline telephone systems, Personal computers, Secure voice equipment, Telephone headsets, Telephone switchboards

Nurse Assistant

Delaware Psychiatric Cntr

New Castle, DE

September 2004-December 2013

Provide basic patient care under direction of nursing staff. Perform duties such as feed, bathe, dress, groom, or move patients, or change linens. May transfer or transport patients.

Military Service

November 1996-October 2003: US Army

Managed up to nine employees; trained employees on various types of construction equipment; supervised construction projects; Primary Leadership Development Course, Exemplary Grad, 2002


Associate's Degree, Nursing

Delaware Technical and Community College

Newark, DE

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