Customer Service Representative

Jessica Mason ************@*****.***

**** ******* ***. ******, ** 75216 469-***-**** (cell)

OBJECTIVE:

To secure a career in a business environment that will provide challenge, personal and professional

development, as well as the opportunity to utilize my education, managerial experience and interpersonal skills

in a results oriented organization. I would welcome the opportunity for advancement and new working

knowledge.

QUALIFICATIONS / SKILLS:

An assertive, detail oriented professional that possesses strong, leadership, interpersonal skills, excellent

communication, presentation skills, passion to succeed, and integrity that can function in an individual or team

environment. Experience with Microsoft Office systems, filing, multi-line phone systems, 10 key touch, Data

Entry, Electronic cash register, Internet & computer operations. Trainer 1 certification, LTOW, SME, Microsoft

Excel, IEX, Excatus Training SME, Side by Sides, COACHINGS, Kronos.

Education

High School Diploma South Oak Cliff High School Dallas, TX

Work Experience

August 15, 2016- Current Customer Service Representative Rent a Center

● Escalate customer complaints

● Answer questions about account

● Assist with online access

● Assist coworkers with payroll, benefits, and etc.

● Checking status of invoices and seeing why the vendor has not been paid

Feb. 2015- August 14, 2016 Customer Service Representative ADT

● Trouble Shoot alarms

● Answer billing inquires, issue refunds and/or credits to accounts

● Update data in accounts

● Answer general customer questions.

Mar. 2014- Feb. 2015 Prescription Drug Specialist Optum/Connextion

Answer all inbound calls for United HealthCare

Enrolled customers into prescription drug plans

Resolved Customer concerns.

Input customers information is into United HealthCare data base

SME-Walked the floor and assisted agents on phone.

Coaching-Coaching agents on QA scores, Call Flow and personal situations.

Side by Side- Sitting with agents listening in on calls and absorbing progress.

Exactus Training Assistants- Assisting with in training classes helping the future agents prepare for the

floor.

Has taken on coaching roles when given the opportunity.

Improved on dropping my AHT to under 400 in 30-days.

Improved QA score progressively to 100%.

Improving Adherence on a daily bases.

Jul 2012-Oct 2013 Customer Service Rep/Outbound IQor/Samsung

Provided front line customer service in a fast paced environment.

Resolve Customer concerns

Enter Data on a spread sheet in Microsoft word

Maintain an orderly work environment.

Aug 2010-Jul 2012 Cashier/Sales Associate Wal-Mart

Resolved Customer concerns.

Cross-performed in all assigned areas to ensure that merchandise sizing, ticketing and presentation are to

company standards.

Merchandised all items to the monthly In-Store Marketing book.

Performed daily recovery to ensure a neat, clean and organized store.

RESULTS: Improved operations and also cut expenses by implementing new strategies in admissions,

concessions and bar sales; greater understanding of security, customer relations and motivation of

employees

References Available Upon Request

Contact this candidate