Customer Service Representative

Objective

Ashley Parker

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

Cell: 443-***-****

Experienced technical and customer support analyst looking for a new challenging position within an organization where I will have the ability to learn and grow while helping the organization reach its operational goals.

Skills

Exceptional interpersonal and communication skills

Fast learning capacity to master new technology

Ability to assist in the implementation of customer support processes.

Experienced trainer with multiple years of experience training new phone agents

Proficient understanding of Microsoft Office (Word, Power point, Excel, Outlook)

Proficient with computer troubleshooting Windows operating systems

Experienced working in high volume call centers 150+ calls a day

Experience working with SMS – troubleshooting and report generation

Proficient with Remote Assist technology DameWare

General knowledge of IP protocols, and moderately complex LAN/WAN support

Experience with SAP

Bar Management

Mixology

Education

Joppatowne High School – General Education (2006)

Maryland Bartending Academy – Bartending License (2018)

Experience

City View (Waitress/Bartender)

2018-2019

Interacting with customers

Taking orders

Pre-paring alcohol and non-alcoholic beverages

Baltimore City Schools (One Call Center Agent CSS 1)

2015 – 2018

Work in a team to take inbound calls regarding BCPSS daily operations

Use Remote Assistance tools to assist users with requests

Install software and assist users with hardware setup

Set up E-Mail accounts for end users in Outlook

Troubleshoot BCPSS applications (SMS, ERP, HRMS, and others)

Quickly and effectively solve customer challenges.

Document and Track concerns that are reported to the One Call Center

Experienced using HEAT and Cisco software’s

Respond to and resolve user requests related to BCPSS

Windsor Inn Crab House (Waitress/Bartender)

2016-2018

Interacting with customers

Taking orders

Pre-paring alcohol and non-alcoholic beverages

Baltimore Gas & Electric (Customer Service Representative)

2014-2015

Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data; combining data from both systems when account information is incomplete; purging files to eliminate duplication of data.

Answers inquiries by clarifying desired information; researching, locating, and providing information.

Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

Comcast cable (lead customer account executive)

2009-2014

Promoted to Retention Team Lead

Handled a high volume of calls daily

Met personal goal of 120+ outbound calls daily

Assisted customers with inquiries and/or but not limited to products, bills, troubleshooting, and truck rolls.

Supervised all new employees during nesting stage, oversaw all retention sales and escalated phone calls, processed payments, and avoided customers disconnecting service

References

Available upon request.

Contact this candidate