Customer Service Representative

Joycelyn Africa

Milpitas, CA *****

408-***-****; **************@*****.***

OBJECTIVE Customer Service Representative

SUMMARY Over 15 years of experience in Customer Service. Bachelors of Science graduate in the

Hospitality industry. Experienced in utilizing mathematical principles and perform very well in detailed oriented tasks.

Excellent working skills in a fast-paced business environment, organized and dedicated employee committed to producing

consistently accurate and high quality work. Have excellent communication skills orally and in writing. Worked in a call

center of a utility company for over 11 years.

EXPERIENCES

Customer Service Representative (Contract Job with ATR International) Oct 2013- March 2014

Spectra Laboratories – Milpitas, CA

• Responsible for driving the company’s culture through values and customer service standards.

• Accountable for outstanding customer service to all external and internal customers.

• Develops and maintains effective relationships through effective and timely communication.

• Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers

in a timely manner.

• Contacts clients of abnormal test results, problems with specimens and requisitions, verify information.

• Assists clients with questions regarding status of tests, test requirements, specimen handling, etc.

• Assists clients with requests for changes to their requisitions, critical values, patient information.

• Documents all calls into Remedy and logs appropriate data into the computer system.

• Generates reports and sends (or arranges for sending) to clients.

• Troubleshoots printer, teleprinter and LIA and Visual Lab Works problems for clients.

• Instructs (assists) clients with test ordering, specimen preparation, packaging, and shipping specimens.

• Takes supply orders, sets up standing orders and arranges for the appropriate delivery time.

• Keeps up to date in all technical information and new policies and procedures.

• Participates in problem solving activities to improve quality of service.

• Communicates with Sales and Clinical Support Reps about clients.

• Communicates with all departments to resolve client questions and problems in a timely manner.

• Acts as a resource person for complex questions regarding reports, technical issues, dialysis procedures, etc.

• Helps orient and instruct new staff.

• Provides input for improvement of department policy and procedures.

• Other duties as assigned.

Collection Representative July 2000 - Sept 2011

AT&T- San Jose, CA

• Provided excellent customer service.

• Handled a variety of customer account and billing issues.

• Assisted customers over the phone with payments, payment arrangements, inquiries, complaints and all other

customer concerns.

• Researched, compiled and produced reports.

• Assigned to work on special projects.

• Assisted external and internal customers on products and services of which the company offers.

• Thorough checked on accounts to avoid imbalances for each and every work list.

• Prepared and sent out appropriate letters to customers in order to reduce company’s net bad debts.

• Performed multiple account auditing, reconciliation, documentation and coding.

• Data entry and 10-key by touch.

• Knowledge of Microsoft office. Experienced in different software used for office and accounting.

• Experienced in multi-tasking.

• Experienced in handling difficult customers and stressful situations.

• Handled proprietary information.

• Received incoming and made outgoing collection calls.

• Handled 120+ calls per day, with an adherence and average handling time.

Reservation and Front Office Assistant April 1997- Dec 1998

Legend International Resort Philippines

• In-charged of booking, assigning rooms of the hotel.

• Gave instructions to hotel staffs for special arrangements prior to guest arrival.

• Performed accounting related work in the Front Office Department.

• Handled cash and credit card payments.

• Posted consumed charges on customers account and prepared billing statements for check outs.

• Provided daily reports to management.

Senior Desk Clerk March 1995 - April 1997

Subic International Hotel Philippines

• Supervised all front office activities.

• Communicated and provided excellent customer service to all hotel guests and staffs.

• Performed cashiering and worked as a guest service agent.

• Facilitated check in and check out of hotel guests.

• Worked with high volume of accounts in a fast-paced environment.

• Maintained accurate reports for submission on the end of each day.

• Worked as a night auditor.

EDUCATION

Bachelors of Science in Hotel and Restaurant Management

University of Santo Tomas Manila, Philippines

TRAINING

NOVA Connect Center

• Took up Microsoft classes - Word, Excel and Powerpoint.

• Taking up seminars and workshops on how to be a better employee and to improve job skills .

Sunnyvale-Cupertino Adult Education

• Finished a refresher course of Accounting 1, 2 & 3.

• Studied Quickbooks.

• Attended Excel class.

Contact this candidate