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Customer Service Representative

Charlotte, NC
September 20, 2018

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Mark A. Edmonds, Jr. ● 410-***-****

SUMMARY: Mr. Edmonds is a Software Professional who possesses good knowledge in web design, graphic design, media and website maintenance. He is an insurance agent licensed in multiple states and a financial advisor. He also has experience as a business retention specialist and customer service representative.


● HTML5 ● CSS3 ● JavaScript ● Bootstrap ● SharePoint ● GitHub

● Adobe Creative Suite ● WordPress ● Windows ● Angular JS ● AJAX


Apple Care+ Call Center – Kelly Services Charlotte, NC 04/18 – Current

Customer Service Representative

Interact with customers in response to inquiries, concerns, and requests about products and services

Gather customer/product information and determine the issue by analyzing the symptoms diagnose

Resolve technical issues involving internet connectivity, email, as well as application downloads

Resolve username and password problems, data sharing and synchronization

Web A Step Higher Charlotte, NC 05/17– 04/18

Front-End Web Developer

Wrote high quality, semantic, and well-documented code using various software languages.

Managed multiple projects at once in a progressive Agile development environment.

Designed and developed new web pages as well as maintaining previously developed.

Used a variety of graphics software applications such as Photoshop to design web templates.

Convergys Call Center Charlotte, NC 05/16 – 05/17

Business Retention Specialist

Listened attentively to customer needs and concerns; build rapport with the customer.

Provided basic support via phone or e-mail by following processes that identified if the issue could be quickly fixed or if it needed to be escalated to a higher level support representative.

Assisted users of the client's products or services by answering questions involved in their use.

Compass Group USA – Apex Systems Charlotte, NC 10/15 – 01/16

Maryland State Court of Appeals - Kelly Services Annapolis, MD 06/15 – 08/15

National Geospatial-Intelligence Agency (NGA) Washington, DC 01/11 – 03/15

Front-End Developer

Developed websites using a variety of internet technologies, techniques and software applications.

Developed SharePoint master pages and page layouts as well as creating web parts

Maintained website technical documentation to assist with website maintenance and upgrades.

Managed multiple projects at once in a progressive Agile development environment.


Morgan State University, Baltimore, MD; B.S., Electrical Engineering, 1997

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