Customer Service Representative

Sandra Humphrey

**** ***** **** **. *** ** Sacramento, Ca 95833

Cell 916-***-****

Home 916-***-****

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

SUMMARY OF QUALIFICATIONS

. Over 20 years of comprehensive experience in fast paced environment

. Recognized strengths in account maintenance, problem-solving and

trouble-shooting, sales, staff support, and planning/implementing

proactive procedures and systems to avoid problems

. Seasoned communication, written and verbal skills, excellent problem

solving and negotiation skills, proficient in windows-base programs

using multiple systems applications

. Highly analytical thinking with demonstrated talent for identifying,

scrutinizing, improving, and streamlining complex work processes

. Results-driven achiever with exemplary planning and organizational

skills, along with a high degree of detail orientation

SYNOPSIS OF SKILLS

. Excellent working knowledge using multiple computer applications

including but not limited to MS Word, MS Excel, MS Outlook and

other MS office tools.

. Data Entry expert with the ability to type 40 wpm

. Knowledgeable with a variety of office equipment

. Customer Service oriented that operates as an team player

. Ability to decipher and articulate customer(s) perspective ensuring

the customer needs and concerns are accurately and empathetically

addressed

EMPLOYMENT HISTORY

Retention Specialist I 08/2004-

04/2012

Sprint Nextel Corporation, Rancho Cordova, CA

. management Associate on a cross-functional team with representatives

from manufacturing, customer service, technical service, quality, IT,

sourcing, accounts receivable, logistics and shipping to ensure

customers received timely and effective support regarding any issues

. Elicits and records customer information and inquiries using a

computerized system.

. Handled a high influx of inbound calls within a dynamic call center

environment

. Responded to customer inquiries and requests and resolved issues

efficiently and professionally

. Assisted customers in troubleshooting complex issues with their mobile

and home equipment with ease

. Processed credit requests on various business and consumer accounts

after ensuring worthiness of reason for adjustments.

. Handled confidential material, correspondence, files and projects as

assigned by senior management

. Maintained continuous knowledge of new products, processes and

procedures

. Met and exceeded all company's guidelines, performance metrics as

outlined by company

Customer Service Representative 03/2003-

07/2004

Verizon Wireless, Folsom, CA

. Work extensively with the customers to resolve billing and technical

support issues that may have arisen with their account

. Strong prompting and problem solving skills while inputting phone order

via the internet

. Maintained online customer requests with regard to products, service

plans and equipment orders

. Performed in the top 10 percentile for achieving metrics and overall

goals and personal statistics

. Provided telephone quotes and consultations to customers regarding new

services and assisted customer in choosing the appropriate service plans

for their needs

. Inquired and interacted with customers using appropriate and relevant

questions to identify customer needs

. Navigated through various windows based programs using multiple systems

applications to complete service request

. Researched new products and services to keep up to date with company

information to be able to better relay pertinent information to

customers

REFERENCES

Available upon request

Contact this candidate