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Customer Service Manager

Clay, NY
October 11, 2018

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**** ******* ** **** ** 13041 845-***-****

Utilize my extensive work skills

I am a high energy, high performance, customer-focused team leader. I am thorough, accurate, and detail oriented in my work through skills gained at National Grid ‘Electric and Gas Company’, HSBC Bank and West Point Military Academy. I have a proven track record of successful performance as evidenced by my achievements at HSBC and West Point Military Academy. Put me on your team and let me help you reach your goals.

Education and Professional Development


Liberty University,

Christian Psychology

Columbus Technical College, Columbus Georgia

Cosmetology, Business Management, Phlebotomy

Professional Development

Work related and on the job training: Help Desk, Data Networking


Caletha L. Frazier

District Sales Manager, ADT Security Services, Carrollton, Texas 214-***-****

Jennifer Brown

Major United States Army, Indianapolis, Indiana 904-***-****

Pam Willis- Hovey

Business Owner DW & Associates, ST Francis Hospital, Columbus Georgia 706-***-****



8178 Mantova Dr Clay NY 13041 845-***-****


National Grid, Syracuse NY Union 97C

09/12 – 9/14/18 Senior Rep/ RCM 3

Assist with providing guidance, motivation, and training for team members

Handle appropriate duties of a Team Manager in their absence

Assist with customer emergencies and difficult customer problems

Assist the Team Manager in developing strategies to improve team efficiency and effectiveness

Work directly with the NY State Public Service Commission with disputes

Created spreadsheets to input data for Shared Metering and Mixed Metering

Handle Shared and Mixed Metering Cases including- credits, debits, appointments with Landlords and tenants.

Assigned all money adjustments were needed and handle all customers’ accounts.

Proficient in all duties that has to be carried down from supervisors.

HSBC Bank, Liverpool NY

06/11 – 01/12 Customer Service Representative

Handled withdrawals for customers such as their savings, and checking accounts

Handled deposits such as checking and savings, and assisted with monitoring recorded calls for lost or stolen cards for customer

Received incoming calls to assist customers with personal inquires relative to personal and business accounts

West Point Military Academy/Department of Defense

06/02 – 06/10 Behavioral and Science Leadership - Computer Support Specialist

Utilized computer skills to manipulate data and create charts/graphs using MS Word/Excel and Database/Spreadsheets

Resoled computer service issues throughout the full spectrum of IT systems and requirements

Prepared and submitted printing requests to the printing plant/center; updated content for the departments digital signage device and performed, as needed, administrative requirements for the department’s Administrative Officer

Information and Education Technology Division – Computer Support Specialist

Used knowledge of microcomputers and related equipment, operation systems, software and hardware applications which included replacing hard drives, system boards, LCD’s, keyboards, memory cards and troubleshot various wireless issues

Provided customer service to the military cadets, staff, and faculty

Troubleshot computer systems to provide technical support by using the fundamentals of operation systems input/output methods

Provided various office clerical and administrative procedures to provide a variety of support services

Familiar with systems and remote operating procedures to participate in recognizing problems, and suggest correct actions

Staff Judge Advocate – Office Automation

Performed office automation work, including word-processing and a variety of clerical functions in support of the organization

Maintained technical publications, manuals, and technical order files

Provided clerical support to ensure efficient office operations

Other Related Jobs: Customer Service Representative

Macy’s/ Augusta, GA- 11/15/2000- 01/15/ 2001

Green Point Mortgage Finance Co. / Columbus, GA- 05/10/2000-11/10/2000

TeleService Resource Call Center/ Columbus, GA- 05/15/1999- 09/15/1999

Char-Broil Call Center/ Columbus, GA- 12/05/1997- 03/13/199

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