Customer Service Sales

Diane Jennings

**** *********** **.

Acworth, GA 30101

Email ********@*****.***

Main: 770-***-****

Objective

To ensure customer and clientele satisfaction by troubleshooting network

and operating systems issues for both internal and external customers.

Work Experience

05/03/2013-10/13/2013 Home Depot

Call Center

Provide quality professional customer service that consistently meets or

exceeds Company standards of excellence and customer expectations.

The position is directly responsible for creating, maintaining and

improving customer relationships while interacting with customers on a

daily basis during sales and product inquiry transactions.

Responsible for meeting and/or exceeding sales, individual call quality and

various related department goals.

Answers inbound calls from customers, quickly assesses customer needs and

proactively provides solutions.

Provides superior customer service while handling inbound calls for order

placement and product inquiry.

Documents details of customer interaction into system while on the phone.

Drives repeat business by providing, excellent service, accurate and

thorough product and service knowledge to customers and through

relationship building with customers.

Keeps customers informed on the status of their order, reconciles errors in

a cost effective manner, resolves post-order issues such as returns

and follows up to ensure all customer needs are fulfilled.

06/17/2011-04/3/2012 Tech Support Coordinator I

Provide exceptional customer service and technical support for internal and

external voice and data product customers.

Troubleshoot hardware and software issues and identify network/applications

issues. Provide detailed information on how to set up/configure data and

voice products.

Verify provisioning and diagnose device or Network issues with remote

diagnostic technology

Trouble shoot for various PC Operating systems, Mac Os X, Windows 7,

Vista, XP, specifically for TCP/IP configurations.

Use various administrative department tools and on-line resources for

customer resolution.

Use trouble ticket system for tracking customer interactions and problem

resolution.

Evaluate customers concerns and resolve problems to customer satisfaction.

Demonstrates and practices regularly the skills necessary to handle any CS

and/or Technical Support call type that is routed through the center in

this function.

Follows up with customer to ensure first call resolution and achieve and

deliver 100% customer satisfaction.

1/09/2011-06/16/2011 Senior Representative-Customer Care

Management Support Team/Transition Assistant Lead

Help customer to reconnect to the 3G/4G data/Citrix knowledge base

Assist leadership with escalated calls/Minimize transfer rate to 12.3%

Support representatives in the absence of leadership with escalated

billings issues

Assist customers in a timely, professional manner to consistently exceed

minimum business expectations/ March 2012 Fab Five for

Upgrades

9/2010-1/2011 Customer Service Representative

Verizon Wireless Alpharetta, Georgia

Time efficient with resolving issues w/devices with Citrix/knowledge base

Reduced OCCs from negative $3.27 to profitable $0.28 over 12 months due to

effective negotiation

Timely resolution with solving issues w/devices account inquiries,

Provide exceptional customer satisfaction through effective

Maintained 95-100% ERP and 95-100%Rep resolve for the year 2011-2012

Consistently ranked in the top 60th percentile of lowest center credit

adjustments by balancing decisions in account credits and debits and

balance decision-making.

3/2008-7/2010 Sales/Customer Care Representative

AT&T Kennesaw, GA

Sold AT&T products; dsl, mobile devices, DishTV, DirectTV Uverse provided

customer satisfaction through timely resolution

Top seller of the year of 2008

2/2004-2/2007 Technical Support Representative

Windstream Solon,

OH

Assisted customers with DSL connection and applications such as Windows

98, XP

Helped customers retrieve their emails and reconfigure Window Office

Outlook

Education

A+ Certification

09/2012

Associates of Applied Science

Computer Networking

09/2003-5/2005

GPA 3.5 Cum Laude

Associates of Applied Business

Electronic Engineering

8/2000-5/2003

GPA 3.5 Cum Laude

Contact this candidate