Customer Service Representative
Resume:
Avesha Fenton
********@*****.***
CUSTOMER SERVICE PROFESSIONAL
More than 10 years’ successful experience in customer service and support
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Profile
with recognized strengths in account maintenance, problem-solving and
trouble-shooting, sales staff support, and planning/implementing proactive
procedures and systems to avoid problems in the first place.
Possess solid computer skills.
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Ability to train, motivate, and supervise customer service employees.
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A team player, acknowledged as “Total Quality Customer Service
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Professional.”
Possess solid trouble-shooting skills.
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Increased customer retention by 19%, from 72% to 91%.
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Synopsis of Achievements
Transition Assistance for new hires.
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Proactive planning led to notable increase in morale in all departments.
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Created customer satisfaction survey, drastically reducing potential problems.
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Decreased repeat calls for phone team by 3.7%.
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Top Representative for highest Accessory Sell in the center.
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Top 5 Representative for highest revenue brought in to company 1st and 2nd
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quarter.
Decreased technical support transfer rate by 8.2% as a Data Subject Matter
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Expert.
Verizon Wireless, Alpharetta, GA 2008 - Present
Employment
Customer Service Representative
Provided quality customer service to business customers
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including major, national and government accounts.
Manage all customer transactions, take accountability and
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make an effort to resolve all customer calls and perform the
following customer service functions including:
Responding to first level inbound customer calls
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Respond to service and equipment inquiries and
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requests
Apply all necessary troubleshooting steps to resolve,
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all problems, issues and inquiries, eliminating
unnecessary transfers
Apply all necessary advanced troubleshooting skills and tools
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to accurately diagnose and resolve technical issues specific to
provisioning, network connectivity and/or device related
issues, engaging appropriate functional partners needed
through resolution.
Review all customer accounts and identify opportunities
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improve revenue and improvement of services
Network with Account Liaisons to relay key information
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Review all customer account information while on calls
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identify and match customer's need with the appropriate
product and / or service (e.g., upgrades, adding a line)
Educate the customer on the benefits and pricing of
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recommended products and services and explain how
customer will benefit from recommendations
Respond to potential disconnect requests by listening to the
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customer and offering options.
Demonstrate personal commitment by adhering to VZW code
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of conduct and guidelines in all areas of work
Provide peer to peer coaching and feedback on an as needed
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basis
Assist in various special projects on an as needed basis
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Personally demonstrate and assist others in accessing and
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adhering to VZW code of conduct and guidelines in all areas
of work
Cooperate with team members to plan and schedule time off
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and manage personal schedule
Avis Budget Group, Virginia Beach, VA 2006- 2007
Customer Service Representative
• Answer all customer service calls on 800 line and direct calls,
while maintaining the quantity/quality of all calls and ensuring
adequate abandoned rates
• Research, complete, and properly log all disputes and inquiries on
documented reports to ensure turnaround goals
• Prepare, complete, and properly log all necessary adjustments on
commercial truck accounts daily
• Assist commercial collection in all work necessary for account
maintenance
• Processing debit memos and manual adjusted invoices to
commercial accounts
• Assist Dealer Administrators with research on dealer issues
• Assisted with weekly and monthly reports for total revenues
Bryant & Stratton College, Virginia Beach, VA 2006
Education
Associate in Business Management
References Furnished Upon Request
Contact this candidate