Customer Service Representative

LaShonda Cooke

**** ** ****** ********* *** D*

Nashville, TN 37208

615-***-**** ********.*****@*******.***

Seeking an opportunity to work as a Customer Service Representative within an organization that will allow me to

utilizes my experience and skills for the development of company.

Key Skills

• Excellent organizational skills that help manage data in a systematic manner.

• Good communication skills, organizational skills, team oriented and ability to follow instructions.

• Type 45+ WPM, 1200+ KPH

• Good skills in record keeping, strong attentiveness to detailing and accuracy.

• Familiar with fax machine, and other equipment.

• Able to work standing up or most of time.

• Ability to work in a fast pace environment.

• Proficient with 2007 – 2010 MS Office Applications

• Good customer service skills to keep a good customer relationship.

• PC Skills in Windows environment.

• Problem-solving skills.

• Excellent multitasking ability.

• Excellent Interpersonal skills.

Education

Sanderson High school Raleigh, NC

Diploma: General studies

Sherrill's Cosmetology University Raleigh, NC

Professional Experience

Asurion, Inc. Nashville, TN 04/2012 – Present

Data Entry Clerk/Customer Service Representative

• Delivering world class customer service by communicating with energy, and personal confidence.

• Maintain customers records by updating account information using proprietary software.

• Professionally handle incoming requests from customers, ensuring that issues are resolved both promptly and

accurately to achieve first contact resolution.

• Technical troubleshooting and gathering information from customers to identify root causes of customer

problems and/or dissatisfaction.

• Balance the needs of the end user customer while balancing the needs of the internal business requirements

for productivity and performance.

• Continual customer service and product development of knowledge base through internal training

opportunities, external sources and self-education.

• Demonstrating excellent problem solving skills while working in high production environment.

• Contributes to team effort by accomplishing related results as needed.

• Ability to handle 50+ inbound call daily.

• Other duties assigned as needed.

Affiliated Computer Services, Inc Nashville, TN 08/2007- 04/2012

Customer Service Representative

• Respond to, handle and resolve customer inquiries.

• Support and provide superior service via phones, e-mails and faxes as a receiver and caller.

• Identify and escalate customer issues

• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs,

holds, interruptions, and unintentional disconnects.

• Using the most appropriate way to communicate with different behavior types on the telephone.

• Apply the elements of building positive rapport with different types of customers over the phone.

• Identify voice skills and how to enhance a good telephone presentation.

• Meets commitments to customers.

• Display Time flexibility towards shifts as per work floor requirements.

• Identify and escalate customer issues

Cops Monitoring Nashville, TN 06/2011 – 02/2012

Customer Service/Dispatcher

• Schedule and dispatch workers, work crews, equipment, or service vehicles to appropriate locations according

to customer requests, specifications, or needs, using radios or telephones.

• Relay work orders, messages, and information to or from work crews, supervisors, and field inspectors using

telephones or two-way radios.

• Prepare daily work and run schedules.

• Receive or prepare work orders.

• Record and maintain files and records of customer requests, work or services performed, charges, expenses,

inventory, and other dispatch information.

• Other Duties assigned

Reference available upon request

Contact this candidate