Customer Service Representative

PATRICIA C. SEAWRIGHT

**** ******* ***., #****, *** Vegas, NV 89104 • Home: 702-***-**** Cell: 323-***-**** • *****************@*****.***

Skills: Microsoft Outlook, Word and Excel, Exceptional telephone etiquette, MS Office expert

Professional Summary

Customer Service Supervisor/Administration Assistant, bringing extensive call center experience in inbound, outbound and blended environments, strength in training and development, client relations and problem solving, exceptional interpersonal communication, excellent time management skills, adherence to high customer service standards, customer-focused, Microsoft Outlook, Word and Excel, Exceptional telephone etiquette MS Office expert

Work History

Customer Service Retention

Time Warner Cable-Culver City, CA 05/2016 to 11/2016

Resolved Cable TV issues as in: no service, no picture, received payment for new and past due accounts. Also as a retention agent made sure that customers were “right sized” with their cable package, did cancellations and transfer of service to new location.

Customer Service Representative

Cable One - Phoenix, AZ 08/2011 to 03/2012

Investigated and resolved customer inquiries and complaints in an empathetic manner. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Resolved Cable TV issues as in: no service, no picture, receiving payment for new and past due accounts.

Customer Service Representative

Icor/Metro PCS – Tempe, AZ -12/2010 to 08/2011

Maintained up-to-date knowledge of product and service changes, answered an average of 75 to 100 calls per day by addressing customer inquiries, solving problems and providing new product information, investigated and resolved customer inquiries and complaints in a timely and empathetic manner, scored in top 10% of employees in successful resolution of issues.

Customer Service/Claims Representative II

First American Home Buyers Warranty Plan – San Fernando, CA- 09/2008 to 12/2010

Effectively managed a high-volume of inbound and outbound customer calls, answered a constant flow of customer calls with up to 100 calls in queue per minute, accurately documented, researched and resolved customer service issues, took warranty claims, documented, contacted contractor and processed claim from start to finish.

Customer Service Assistant Supervisor

Auto Club of Southern California – Los Angeles, CA01/2002 to 10/2006

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment, identified chronic customer issues by creating and maintaining customer complaint log, mastery of customer service management systems and databases, defused volatile customer situations calmly and courteously, addressed and resolved customer complaints re: Auto, Homeowners and Renters Insurance, empathetically and professionally.

Office Manager

A-1 Import and Exporting – Gardena, CA-09/1974 to 10/2001

Screened applicant resumes and coordinated both phone and in-person interviews, answered and managed incoming and outgoing calls while recording accurate messages, organized all new hire, security and temporary paperwork, oversaw daily office operations for staff of 25 employees, composed and drafted all outgoing correspondence and reports, performed accounts receivable duties including invoicing and recorded payments from customers and vendors, researching charge backs, discrepancies and reconciliations, facilitated organized record retrieval and access by maintaining filing system for customers, scheduled crate pick-ups with different trucking companies.

Education

Fairfax High School - Los Angeles, CA - Graduated: 1973 High School Diploma

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