Customer Service
Resume:
Robert E. Lee, Jr
Washington, D.C. 20032
**********@*****.***
Professional Summary
Resourceful and consistently meets and exceeds productivity goals. Proven capacity to troubleshoot issues quickly. Maintain a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
SKILLS
Client relationship management Customer service
Service desk team management Customer Focused
Issue resolution Written and oral communication
Customer requirement customization
WORK HISTORY
5/2015 – Present Independent Contractor/Driver
Uber – Washington, D.C.
12/2009 – 5/2015 Customer Service Representative
Telesis/NHTSA – Beltsville, MD.
Answered average of 150 calls per day addressing customer inquiries, solving problems and providing new product information. Directed calls to appropriate departments.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Researched and corrected issues with accounting records and service responses.
Informed customers of recall information. Assisted customers with filing a complaint regarding a recall.
Asked open-ended questions to assess customer needs.
9/2008 – 8/2009 Customer Account Executive
Global Payments Inc. – Owings Mills, MD.
Leveraged knowledge of company services, familiarity with industry competitors and persuasive communication style to prevent customers from ending or downgrading services.
Utilized professional telephone skills and extensive knowledge of Credit Payments and Services to persuade customers to take advantage of company offerings.
Built rapport with customers and maintained loyalty by providing fast, knowledgeable service.
Asked open-ended questions to assess customer needs.
Answered customer questions regarding merchandise and pricing.
6/2006 – 3/2007 Customer Account Executive
Radiant Systems Inc. – Alpharetta, Ga.
Responded to customer requests via telephone and email.
Managed the helpdesk consisting of 8 support technicians and conducted performance evaluations.
Provided documentation on start-up, shut down and first level troubleshooting of process to help desk staff.
Monitored problem management database and followed up with assigned personnel to ensure timely resolution of problems.
Followed up with customers to identify areas of improvement.
Performed staff scheduling and provide training materials for staff.
Developed work-flow charts and diagrams to ensure production team compliance with client deadlines.
EDUCATION
Bachelor of Arts: Mass Communications/Public Relations
Morris Brown College – Atlanta, Ga.
A+ and MCSE Microsoft Certifications: Information Technology, 1999
Advance Career Training – Atlanta, Ga.
High School – 1989
Franklin W. Ballou H.S. Washington, D.C.
Contact this candidate