Customer Service Representative

Neffri Brown

*** ********* **. *******, ** * ****

Home: 470-***-**** *************@*****.***

Professional Summary

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize

customer dissatisfaction and increase customer loyalty.

Skill Highlights

Strong organizational skills Multi-channel contact center software

Sharp problem solver Proficient in customer account software

Telecommunication skills High customer service standards

Customer service expert Order processing

Telephone inquiries specialist Certified in 10-key

Devoted to data integrity Spreadsheet management

Troubleshooting skills Computer-savvy

Proficient with Microsoft Office Suite

Administrative support specialist

Filing and data archiving

Work Experience

Cash Application and Research Specialist (Adecco)

November 2013 to July 2014

Gexpro Accountant Firm

Records client payment in appropriate accounts.

Resolved payments discrepancies and answer client inquires as needed.

Maintained a system in Oracle and Solar to locate previous payments.

Reconciled credit cards reports and incoming bank data.

Processed adjustments, refunds, and monthly write offs.

Inputted over 500 invoices to Oracle and Solar Dailey

Handles calls and concerns from internal and external customers.

Home Services Customer Care Agent

December 2011 to November 2013

Home Depot - Atlanta, Ga

Verified that information in the computer system was up-to-date and accurate.

Compiled statistical information for special reports.

Identified and resolved system and account issues.

Updated departmental standard operating procedures and database to accurately reflect the current practices.

Verified and logged in deadlines for responding to daily inquiries.

Phlebotomy

January 2010 to December 2011

1st one Health care - Atlanta, Ga

Tested clients for anemic and referred them to other community resources.

Educated the public regarding community health resources in correctional facilities, community centers and churches.

Processed recoupments of Medicaid funds.

Entered client records in a centralized database for progress tracking.

Initiated programs to address the health needs of families with an emphasis on women and children.

Fostered partnerships with other community organizations to address substance abuse and teen pregnancy in area

schools.

Created a comprehensive set of guidelines to measure program and policy effectiveness.

Recorded patients' medical history, vital statistics and test results in medical records

Data Entry Clerk

February 2009 to April 2011

Suntrust Bank - Atlanta, Ga

Verified that information in the computer system was up-to-date and accurate.

Compiled statistical information for special reports.

Created monthly reports for records, closed terminated records and completed chart audits.

Keyed in over 1000 Checks daily in a fast-pace rate

Made sure all documents was accurate

Eliminated outdated records by sending the records to be scanned.

Successfully established effective systems for record retention by creating database for daily correspondence tracking.

Office Assistant

April 2008 to November 2010

Policy Studies Inc. - Atlanta, Ga

Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for

information.

Designed electronic file systems and maintained electronic and paper files.

Maintained an up-to-date department organizational chart.

Served as central point of contact for all outside vendors needing to gain access to the building.

Dispersed incoming mail to correct recipients throughout the office.

Received and screened a high volume of internal and external communications, including email and mail.

Received and distributed faxes and mail in a timely manner.

Managed daily office operations and maintenance of equipment. Created and maintained spreadsheets using advanced

Excel functions and calculations to develop reports and lists.

Customer Care Agent

March 2007 to October 2010

Sprint Pcs. - Atlanta, Ga

Provided accurate and appropriate information in response to customer inquiries.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Demonstrated mastery of customer service call script within specified time frames.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Facilitated information flow between customer service, account management operations, quality assurance, training and

payroll departments to guarantee call center objectives were met.

Properly directed inbound calls in phone queues to improve call flow.

Led the selection and implementation of a new phone system.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

Formulated and enforced Service Center policies, procedures and quality assurance measures.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Education and Training

Bachelor of Arts : Business Management, 2016

Georgia State University - Atlanta, Ga, .

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