Customer Service Management

Alicia Hawkins

***** **** ** ********** ** ***** 513-***-****

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

Over 10 years of experience in Account Management and Client Services within a fast

paced call center environment and as a work at home agent. Very hard working, reliable,

w ith a strong dedication to customer satisfaction. Looking to use skills and knowledge in a

p roficient and professional manner for upward growth in an equally useful business

environment.

EDUCAT ION

1993-1996 MERCYHURST COLLEGE

E r ie, PA

E XPER IENCE

2003-2012 CONVERGY”S CORPORATION

C incinnati, OH

P roblems Resolution Representative and Account Management

-Implemented and managed over 200 AT&T Corporate Business

accounts

-Acted as liaison to AT&T and client to control maintenance,

b illing and t rouble-shooting needs

-Serviced international clients, as well as high revenue clients

such as IB M, Goldman Sachs, Sara Lee, and BT Americas

-Handled billing request/payments, invoices, and rate plans

2013-Present DUSTY BUSTERS CLEAN ING SERVICES

C incinnati, OH

O wner/Operator

-Created Sole Proprietor business specializing in commercial

cleaning

-Secured 5 clients since start of business in October 2013

PC SKILLS M icrosoft Word, Excel, Outlook, Power point, Office, Access

Quick Connect, Avaya,

AWARDS O utstanding Customer Service Award

2004,2007,2010,2011

Power of One Award

2003,2004,2007,2010

Awarded by Convergy’s

COM MU N I TY Volunteer

Since 2007 Matthew 25 Ministries 100+ hours

Since 2013 Shared Harvest 20+ hours

*References available upon request*

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