Shamerea R. Barrett

** ******* *****

Baltimore, Maryland 21234

accx4s@r.postjobfree.com

443-***-****

OBJECTIVE

To secure a career where I can further enrich my professional talents and

knowledge while increasing both customer satisfaction and the overall

corporate reputation and profitability.

PROFESSIONAL EXPERIENCE

BGE Home

Customer Care Representative May 2012 - Jan 2014

. Schedule appointments for HVAC and appliance repairs and

inspections.

. Acquire customer information and process orders for sales leads and

customer investigations.

. Promote the sale of available products and services.

. Explain the terms and conditions of service policies and warranties

to customers and potential customers.

. Respond to customer inquiries via phone, email or mail regarding

products/services.

. Perform outbound calls to survey customers and/or schedule services

when needed.

. Resolve customer complaints and concerns in a professional and

timely manner.

Mercy Medical Center

PBX Operator July 2011 - May 2012

. Create an exceptional first impression of Mercy Medical Center in

all interactions.

. Answer calls directed to the Mercy Operator from internal and

external callers.

. Transfer callers to patient rooms and various departments.

. Relay messages to physicians, nurses and other personnel via

digital and/or alpha numeric paging systems.

. Process life safety codes and other emergency plans in a quick and

accurate manner.

. Provide overhead paging services and monitor emergency alarms.

IKEA Direct

Store Service Advisor June 2010 - Sept 2011

. Provide a positive experience to current and potential IKEA

customers in a high volume call center.

. Provide detailed IKEA product information, store directions and

general store information for all U.S. IKEA stores, check stock

availability and order statuses.

. Assist customers in the assembly of IKEA products.

. Promote the sale of IKEA products and process internet orders.

. Document cases for customers who have damaged or missing parts to

their home deliveries.

. Resolve customer complaints and concerns in a professional and

timely manner.

Verizon Communications Inc.

Maintenance Administrator Jan 2008 - Oct 2009

. Accept incoming calls from customers about telephone service

problems in a high-volume call center.

. Troubleshoot service problems with customers, various internal

departments and telecommunications vendors.

. Schedule appointments for service repairs.

. Promote the sale of various Verizon products and services.

. Contact customers by telephone to verify, investigate and resolve

service order issues.

. Route complaints and trouble reports to the appropriate internal

department for quick and efficient resolution.

Morgan State University

Office Assistant Sept 2006 - Dec 2008

. Receive phone calls from students, faculty members and vendors with

various requests and inquires.

. Compose documents and memos for the department chairperson and

faculty members.

. Disseminate incoming mail and vital departmental information to

faculty members and other departments.

. Assist students, faculty members and all other callers/visitors

with inquiries or direct them to the appropriate personnel.

. Various other miscellaneous tasks assigned by the department

chairperson.

EDUCATION

University of Baltimore - Baltimore, Maryland 21201

Pursuing Bachelor of Science degree in Applied Information Technology

Baltimore Polytechnic Institute - Baltimore, Maryland 21209

Completed High School Diploma (June 2005)

PROFESSIONAL SKILLS

. Extensive experience with Windows and Mac computer operating

systems

. Strong written and oral communication skills

. Accuracy and attention to details

. Effectively handle emergency and hostile situations

. Effectively accomplish tasks independently and on a team

. Time management and problem solving skills

. Operate phone systems with multiple lines

. Microsoft Office Suite and other computer programs

. Operate office equipment (copier, printer, fax machine, scanner,

computer, etc

References Available Upon Request

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