Customer Service Representative
Resume:
Kenyetta Michele Lightbourne
McDonough, GA 30252
Home 678-***-****
Cell 718-***-****
**********@***.***
Customer Service Representative
Thirteen years of experience in busy call center environment and retail market.
• Demonstrate proficiency in research, analysis, and database management.
• Proven ability to evaluate customer's needs on a case by case scenario and provide company-
base solutions.
• Above average decision-making and problem-solving abilities.
• Ability to work independently or in a team environment where leadership qualities are valued.
• Demonstrate a sense of urgency in a busy call center and deadline-driven environment.
• Provide swift resolution to customer complaints, outstanding problem solving, and active listening
skills - able to diffuse difficult customer situations with tact and ease.
• Strong computer and multi-tasking capabilities combined with product knowledge and experience.
• Responsible and adaptable; quick with absorption of new technologies.
Fortace LLC May 2013 to Aug 2013
Loan Auditor/Document Tagging
• Conducted mortgage loan audits according to the guidelines/timelines established by Fortace and
its clients
• Entered all necessary data into the findings database, so that findings may be pursued,
continuous analysis may be performed and client reports delivered.
• Maintained quality control and volume standards.
• Create and complete Core Documents
• Demonstrates accuracy, thoroughness and extreme attention to detail.
• Excellent time management skills and ability to work under pressure and meet deadlines
• Performed other related duties or projects as assigned by supervisor
Sykes Home - McDonough, GA September 2011 – November 2012
Customer Service Representative
• Communicate with callers to identify their problems as well as the appropriate course of action to
take to address these needs. Work with customer to achieve a satisfactory resolution.
• Provide customer and/or technical support to callers (end-consumers).
• Maintain pertinent records through data entry.
• Collaborate with other work-at-home co-workers to find solutions.
• May test software and hardware to evaluate ease-of-use and determine whether or not
technology will aid job performance.
• Communicate with virtual team managers, work-at-home team members, and other SYKES
employees regarding solutions and trends.
• Responsible for meeting established individual and team performance targets, which include
customer service, productivity and quality standards.
• Work independently to troubleshoot home-based computer or hardware issues as they arise and
work with technical support groups, as needed, to maintain home equipment.
• Maintain working proficiency in programs, products and/or platforms assigned.
Verizon Communications - New York, NY July 1998 to Aug 2009
Customer Service Representative
• Handled customer inquiries, billing questions, complaints, and maintained customer support
quality.
• Successfully diffused irate customer complaints, which often result in commendations.
• Awarded with The Circle of Success for increasing revenue with over $580,000 in sales.
• Increased revenue by recommending and upgrading customers on national bundle plans which
include phone, internet, and television.
• Maintained pertinent records through data entry.
• Received inbound retention calls from Customer Care.
• Utilized appropriate resources to implement account retention resolution.
• Participated in focus groups to improve customer service and quality.
• Provided detailed and accurate accounts of customer calls to prevent audits.
• Interdepartmental coordination and cooperation to handle customer requests and complaints.
• Lead team in the absence of manger.
• Reported to manager on team and individual accomplishments, progress, problems, and training
needs.
• Solved work problems and participated in the work of the team.
Designs, Inc. – White Plains, NY Jan 1994 to July 1998
Assistant Manager
• Maintained company standards through compliance with all policies and procedures.
• Maintained knowledge of current sales and promotions.
• Recruited, developed, and retained qualified associates to ensure staffing needs were
consistently met.
• Coached and counseled associates to improve performance.
• Handled multiple tasks and prioritized workload.
• Executed company directives for product placement, display, and signage.
• Performed data entry and correction functions via computer terminals.
• Performed other duties as assigned by the Store Manager.
• Provided key input in weekly sales meetings.
• Trained new hires on company process, policies, procedures, and position responsibilities.
• Followed all safety standards to ensure a safe work and shopping environment.
EDUCATION
A.A.S Degree
Iona College – 08/1991 – 12/1993
New Rochelle, NY 10801
CPhT – Certified Pharmacy Technician
Certificate # 5901-0701-0245-645
PTCB – Registered with State of Georgia
PHTC # 021120
COMPUTER SKILLS
Microsoft Office, Excel, Power Point, Lotus Notes
ADDITIONAL SKILLS
10-Key-Touch
7450 kph
Knowledge of Medical Terminology
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