Customer Service Sales

KENYATTA HOWELL

**** ******* ** *** *. Durham, NC 27713 · 252-***-****

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

Extensive product knowledge coupled with creative ideas for product applications and a solid history of customer service. Proven ability to develop sales potential in new market areas. Strong analytical and planning skills, combined with the ability to coordinate the efforts of many to meet organizational goals. Productive and efficient work habits without supervision. Self-motivator with high energy. Skilled in word processing and Microsoft software. Accustomed to meeting tight deadlines. Excellent telephone, filing, interpersonal and organizational skills. Serves as a point of escalation for customer queries and act as an intermediary between the customer, level 2 and the development teams. Supporting the level 2 teams by resolving escalated customer issues. Bringing customer feedback to the Development teams. Working closely with developers to fix production issues. Initiating procedures for making enhancements to the web tools and acting as the subject matter experts for the various functions within the supported Web sites and tools.

EXPERIENCE

JAN 2012 – CURRENT

LOAN SERVICING SPECIALIST, IBM

This role is responsible to identify and initiate tactical and strategic activities including process development, process execution and improvement, measurements, tools and operational support.

Analytical thinking skills and ability to identify issues and recommend and implement solutions.

Activities may also include leading local, global and/or large scale projects focused on transforming process with end-to-end integration and process management.

This role includes individuals with responsibilities for leadership, relationship, process and operational support, including support to the brands and sales teams.

Manage projects with sound problem-solving techniques and solutions orientation.

Monitor and evaluate process execution, trends and root causes, business performance, and business controls to promote client satisfaction and achieve operational results.

Responsibilities include planning, training, enhancement to existing processes and systems, maintenance of existing systems, management and measurement of all activities involved in sourcing and procurement, conversion, manufacturing, and all logistics management activities for products, services and related information.

Monitor and analyze utilization, quality and expense data to determine department improvement areas.

Work with business and process owners to process clear and accurate documentation and develops processes and procedures to ensure documentation is properly maintained in accordance with company policies, industry standards and regulatory requirements.

APRIL 2011 – JAN 2012

CUSTOMER SERVICE SPECIALIST, AFFILIATED COMPUTER SERVICE

Ability to make sound and independent business decisions in often high-pressure situations.

Proven ability to manage own work and meet deadlines.

Demonstrate high level of flexibility to respond to rapidly changing business needs.

Provide members with their medications, balances and copays on their account. Advise members about their next available refill.

Transfer customer calls to appropriate staff members. Identify, research, and resolve customer issues using the computer systems.

Complete call logs and reports. Research billing issues. Research misapplied payments.

Recognize, document and alert the supervisor of trends in customer calls.

Suggest procedural changes as necessary to provide the level of reporting required.

Develop new reports and report templates to support business needs by utilizing various reporting tools and data mining techniques.

NOV 2003 – FEB 2011

Computer Assistant/Customer Service Specialist, Winston-Salem State

University

Maintaining printer queue, printouts distribution and printer supplies.

Monitoring the computer center and keeping the computer center safe and secure.

Solve practical problems and deal with a variety of situations with limited supervision.

Write routine reports and speak effectively before groups of patrons and employees of the university.

Maintaining computer center logs and complete reports and forms as required.

Apply computer center policy and procedure and take necessary steps to ensure compliance by all patrons.

Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

EDUCATION

WINSTON-SALEM STATE UNIVERSITY

Bachelor Degree: Business Administration/Marketing (2003-2008)

College: Incentive Scholar 2003-2006

KINSTON HIGH SCHOOL

HIGH SCHOOL DIPLOMA (1999-2003)

SKILLS

Serves as a point of escalation for customer queries and act as an intermediary between the customer, level 2 and the development teams.

Bringing customer feedback to the Development teams.

Supporting the level 2 teams by resolving escalated customer issues.

Working closely with developers to fix production issues.

Initiating procedures for making enhancements to the web tools and acting as the subject matter experts for the various functions within the supported Web sites and tools.

Contact this candidate