Customer Service Sales

OMEGA L. LEWIS

Objective

Seeking a challenging position in CUSTOMER SERVICE for a persuasive communicator and

creative problem solver equipped with a strong aptitude for sales and a willingness to take the

initiative. Looking to excel within a service-oriented company, demonstrating a talent for

communicating effectively with customers from diverse backgrounds.

Qualifications

• Five years of experience providing customer support in an at home work environment

and retail.

• A steadfast commitment to customer service, with the ability to build working

relationships to achieve resolution and customer loyalty.

• Attentive listener, problem solver and ability to use delicacy to employ empathy

when needed during escalated calls.

Experience

Sykes, Inc. / AT&T Business Services/Customer Service Representative

07/2013-Present

• Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy

and professionalism. Strives to resolve customer issues with one call resolution

• Answers customer/client requests or inquiries concerning services, products, billing, equipment,

claims, and reports problem areas.

• Required to work in one or multiple queues/skill sets over various customer contact channels.

• Responsible for improving customer retention through programs and service provided to the

customer

• Utilizes mechanized systems to initiate and complete service orders and handle customer

requests.

• Continually maintain working knowledge of all company products, services and promotions.

• Make recommendations according to customer's needs on features, accessories, upgrades and rate

plans.

• Utilize operational systems to process purchases of AT&T products and services; i.e. collections,

payments for Wireless bills and accessories.

Sykes, Inc. Xbox Support Team Home Based/Chat Support/

Customer Service Representative

07/2012-7/2013

• Handle customer inquiries, complaints, billing questions and payment extension/service requests.

Resolve, and repair trust. Locate resources for problem resolution and design best-option

solutions. Interface daily with internal partners in accounting, field services, new business,

operations and consumer affairs divisions.

• Troubleshoot customer issues over the phone and via chat. Handle issues in the best interest of

both company and the customer.

• Maintain a balance between company policy and customer benefit in decision making.

• Efficiently trained in billing, and hardware and connectivity (technical support). Ongoing

evaluations to help identify opportunities to drive process improvements that positively impact

the customer’s experience.

Manning Enterprise, Inc. (McDonald’s Corporation) Oxford, NC

12/09-08/12 Customer Service/Administrative Assistant

• Assistant to the owner of 11 McDonald establishments.

• Processed payroll for all 11 stores.

• Responsible for employee training of handbook and rules.

• Filing, fax, answering phones and resolving customer issues.

• Handle monthly checks and balances.

Global Networks, Atlanta, GA

01/07-12/09 Executive Administrative Assistant

• Responsible for greeting visitors, answering telephones, filing, sending facsimiles, and other

general office duties. Created a company-wide client database.

• Functioned as a team leader for the new travel manual that was later adopted and used by all

company members.

• Maintained a new referral tracking system that improved customer relations; identified and

resolved problem of delays in conferencing.

• Responsible for new employee training. Composed monthly company newsletter.

• Assisted staff with procurement of brochures and flyers to promote historical information of black

colleges. Scheduled and booked guided tours for junior and senior high school students.

Hudson Belk, Raleigh, NC

02/05-12/07 Sales Associate (Customer Service)

• Sales associate in a high-end department for women apparel. Developed store

distribution/inventory plans for each season.

• Motivated the dedicated sales team for effective and superior sales in order to meet the sales

deadlines for the daily sales objectives. Answered multiple phone lines.

• Maintained a high level of visual and merchandising standard.

• Developed store opening assortment plans and inventory levels.

• Worked closely with store management and merchandising team to develop both short term and

long term merchandise distribution strategies to achieve sales objectives.

Modus Media, (Contractor), Morrisville, NC

01/03-06/03 Accounts payable, Travel and Expense Reimbursement

• Processed 300-400 invoices weekly.

• Proofread employee’s expense reports, coded, and data entry of reports.

• Weekly report to the Treasury department for funds.

• Check run for weekly payments. Processed 200-250 expense reports weekly.

• Balanced monthly statements for several inter-company accounts.

• Reconciled monthly statements for treasury.

Systech Retail Systems, (Contractor), Raleigh, NC

10/02-1/03 Travel and Expense Reimbursement, Accounts Payable

• Responsible for the coordination and leveraging of financial reimbursement by the completion

date related.

• Processed employee check requests and expense reports. Prepared company’s travel and expense

reimbursement policy. Proofread employee’s expense reports for clerical accuracy, completeness

of documentation and appropriate approvals.

• Prepared departmental and G/L account coding for voucher entry and processing.

• Processed 300-500 expense reports weekly with weekly check run.

• Processed 400-500 invoices weekly for accounts payable, monthly reporting of sales and tax use,

reconcile multiple bank statements monthly.

J Davis Architects, PLLC, Raleigh, NC

02/01-09/02 Office Assistant, Accounts Payable, Administrative Assistant

• Processed accounts payable, coding, auditing invoices, cutting checks and any problem solving

necessary.

• Calculated payroll bi-weekly, processed direct deposits, managed petty cash, maintained

employees information and updates, managed health insurance (United Healthcare, Cobra),

record keeping of benefits.

• Monthly balancing and reconciliation of bank statements, printing of cost reports, pipeline

reports and other monthly invoices.

• Recorded accounts payable manual checks as needed. Reconciled client’s cash accounts

monthly. Assisted office manager.

• Handled multiple phone lines.

• Organized meetings, catered functions, travel arrangements, delivered plans for

architects. Processed 100-200 invoices weekly.

Education

BARTON COLLEGE

N.C. STATE UNIVERSITY

GREENE CENTRAL SENIOR HIGH SCHOOL

8/12-Present, Sykes, INC.-Customer Service Skills Training

Complete ongoing job customer service training modules which consisted of:

• Working in teams and self motivated environment

• Learn to build rapport, active listening, and manage call flow

• Greet, transfer and holding of calls

• Managing conflicts, upset customers and challenging situations

Skills:Software-Access 97, MSOffice 2000, MSWord 2000, MS Excel 2000, AS400, Solomon,

Oracle, SAP, Wind 2FMS, Quicken 98, QuickBooks

Keystrokes - 15,000 keystrokes per hour (numeric and alphanumeric)

Typing - 65 wpm

References: Professional references available upon request.

5415 Revere Rd. Durham, NC 27713

(H) 919-***-****

E-Mail: ***********@*****.***

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