Service Customer
Resume:
Shamerea R. Barrett
Baltimore, Maryland 21234
***********@*****.***
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
Contact this candidate