Customer Service Representative

Zena Brye

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

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

Riverdale IL, 60827

Home #708-***-****

Cell#708-***-****

Education: Orland Park, IL

Robert Morris College

Associate in Applied Science Degree Major: Computer Business/Accounting

Graduation Date: September 1998

Computer Skills: Window, Excel, WordPerfect, PowerPoint, Outlook, Word, and Internet Research s XP

Employment Experience:

Comcast Cable Tinley Park, IL

Retention/Billing Specialist 03/09-02/14

• Saved and Retained customers by indentifying reasons for request to disconnect in an effort to retain customers.

• Developed and Maintained up-to-date knowledge of the company’s products, programming, and marketing campaigns

in order to effectively sell new or upgraded services.

• Aligned products, feature benefits and pricing to the need of the customers.

• Resolved customer’s complaints/concerns through active listening, empathy, and professionalism.

• Provided proficient assistance in technical troubleshooting of all product lines and articulate relevant information and

directions in an organized and concise manner.

ComPsych Chicago, IL

FMLA Representative 12/07-5/08

• Tracked employee absences as reported via phone and e-mail in a call center environment.

• Handled 100-135 inbound calls and e-mails per day.

• Applied concepts and rules as mandated by appropriate state and federal guidelines for FMLA absences and absences

under other company leaves in coordination with customer policy.

• Consulted with customers (employees and managers) regarding absence issues.

Hewitt Associates Lincolnshire

Customer Service Associate/Data Audit Support 11/04-8/06

• Assisted employees and retirees with enrollment into group health insurance, HAS<DCSA, group life insurance and

401K benefits in a call center environment.

• Handled 100-150 inbound and outbound call per day.

• Explained medical benefits, premium payments and member and dependent eligibility regarding Medicare, Medicaid,

COBRA, HMO, PPO, and POS health insurance plans.

• Performed customer callbacks and resolve escalated customer service challenges including billing discrepancies and

plan changes.

• Liaison between insured and plan administrator to discuss claim status and medical coverage.

• Directly involved in the date cleanup of clients data base.

• Utilized error reports to correct data within the old database and transferred to the new database.

Publishers Circulation Fulfillment Orland Park, IL(rehired/new position)

Customer Care Representative 5/00-3/03

• Resolved customer problems relating to home delivery of The New York Times, in a call center environment.

• Handled 80-100 inbound customer service calls daily.

• Responded to customer inquires in a professional, courteous, and efficient manner.

AT&T Broadband Matteson, IL

Retention Agent 11/98-3/00

• Contacted and consulted with current customers regarding account balances and billing problems.

• Made 80-100 outbound calls daily,

• Processed and maintained reports of delinquent accounts.

• Responsible for terminating and reinstating services of delinquent customers.

Publishers Circulation Fulfillment Orland Park, IL

Telephone Representative 10/97-6/98

• Solicited individuals to purchase The New York Times Newspaper with in a call center environment.

• Handled 100-150 outbound calls daily.

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