Customer Service Representative

Rachanee Fitzgerald

CARE ACCOUNT SERVICE REP I - SPRINT

Hampton, VA

*********@*****.*** - 757-***-****

WORK EXPERIENCE

CARE ACCOUNT SERVICE REP I

SPRINT - Hampton, VA - September 2011 to Present

PLAYING A VITAL ROLE IN THE RETENTION OF SPRINT'S CUSTOMERS. RESPONSIBLE FOR

RESOLVING BILLING ISSUES, FROM MAKING A PAYMENT TO ENROLLING CUSTOMERS IN AUTOPAY,

ADDING AND REMOVING FEATURES FROM CUSTOMERS CELL PHONE PLANS. SETTING UP

NEW LINES OF SERVICE AND CANCELLING SERVICE UPON CUSTOMERS REQUEST. UPSELLING

TABLETS, MOBILE BROADBAND DEVICES, CELL DEVICES AND OTHER SPRINT PRODUCTS AND

ACCESSORIES.

CUSTOMER SERVICE REPRESENTATIVE (VERIZON)

RYLA TELESERVICES, INC - Norfolk, VA - August 2010 to September 2011

RECEIVING INBOUND CALLS FROM CUSTOMERS REQUESTING TO ORDER HOME PHONE, INTERNET

AND FIOS TV SERVICES.

-RESPONSIBLE FOR ADDING AND REMOVING FEATURES TO ACCOUNTS, MAKING PAYMENTS AND

PROCESSING CUSTOMERS REQUEST FOR SERVICE CHANGES VIA EMAIL OR ONLINE CHAT.

-RESPONSIBLE FOR RETAINING CUSTOMERS REQUESTING TO CANCEL SERVICES.

-SALEING FIOS TV, FIOS INTERNET AND FIOS DIGITAL VOICE SERVICE.

CUSTOMER SERVICE REPRESENTATIVE (VERIZON)

ADECCO STAFFING - Virginia Beach, VA - May 2010 to August 2010

RECEIVING INBOUND CALLS FROM CUSTOMERS REQUESTING TO ORDER HOME PHONE, INTERNET

AND FIOS TV SERVICES.

-RESPONSIBLE FOR ADDING AND REMOVING FEATURES TO ACCOUNTS, MAKING PAYMENTS AND

PROCESSING CUSTOMERS REQUEST FOR SERVICE CHANGES VIA EMAIL OR ONLINE CHAT.

-RESPONSIBLE FOR RETAINING CUSTOMERS REQUESTING TO CANCEL SERVICES.

-SALEING FIOS TV, FIOS INTERNET AND FIOS DIGITAL VOICE SERVICE.

CUSTOMER SERVICE REPRESENTATIVE (BENEFEDS)

RYLA, INC - Kennesaw, GA - November 2009 to January 2010

ENROLLED FEDERAL EMPLOYEES FOR THEIR 2009 AND 2010 (FEDVIP)DENTAL AND VISION

INSURANCE PLANS THROUGH A SCRIPTING SYSTEM.

-COLLECTING AND UPDATED EMPLOYMENT AND DEMOGRAPHIC INFORMATION.

HELP DESK SPECIALIST FOR VoIP

VOICECOM COMMUNICATIONS - Alpharetta, GA - August 2006 to June 2008

RESPONSIBLE FOR ASSISTING INTERNAL AND EXTERNAL CUSTOMERS IN SYSTEM DIAGNOSTICS

AND REMEDIATION OF TECHNICAL PROBLEMS, SYSTEM OUTAGES AND MAINTENANCE, WITH

EMPHASIS ON VOIP TECHNOLOGY AND NETWORKS.

-CREATING TROUBLE TICKETS VIA LAUNCH PAD (OPSMAN).

-ASSIST CUSTOMERS WITH LNP ISSUES.

-ASSIST CUSTOMERS WITH SETTING UP THEIR VOIP BOXES VIA WAN AND LAN CONNECTIONS.

-UNASSIGN/REASSIGN MAC AND SERIAL NUMBERS OF DEVICES IF NEEDED.

-CREATE OR CANCEL ACCOUNTS PER CUSTOMERS REQUEST.

-HANDLE REQUEST FROM CUSTOMERS VIA MAIL AND EMAIL.

-ASSIST CUSTOMER WITH SETTING UP THEIR AUTO ATTENDANT.

CUSTOMER SERVICE REPRESENTATIVE

VERIZON WIRELESS - Atlanta, GA - August 2005 to February 2006

RECEIVING INBOUND CALLS FROM CUSTOMERS WHO WANT TO MAKE ADD/REMOVE FEATURES

FROM THEIR WIRELESS SERVICE.

-ORDERING WIRELESS DEVICES PER CUSTOMERS REQUEST/ TRACKED SHIPPED PACKAGES VIA

FED EX WEBSITE.

-DISCONNECT ACCOUNTS PER CUSTOMERS REQUEST.

-TROUBLESHOOT WIRELESS DEVICES (TIER 1)

-SENT OUT WIRELESS BILLING INVOICES.

-ANSWERED QUESTIONS ABOUT THEIR VERIZON WIRELESS BILL, PROCESSED PAYMENTS PER

CUSTOMERS REQUEST VIA CREDIT CARD OR CHECK.

-HANDLED BILLING DISCREPANCIES ON CUSTOMERS ACCOUNTS BY ISSUING CREDITS OR DEBITS.

BILLING SPECIALIST

BELLSOUTH INTERNET SERVICES - Atlanta, GA - November 1999 to October 2004

RECEIVING INBOUND CALLS FROM CUSTOMERS WANTING TO PURCHASE OR MAKE

CHANGES TO THEIR INTERNET ACCTS.

-ANSWERING QUESTIONS ABOUT THEIR BELLSOUTH INTERNET BILL, PROCESSING

PAYMENTS VIA CREDIT CARD, ISSUING CREDITS AND DEBITS.

-RESOLVING CUSTOMERS ISSUES ABOUT THEIR BILL.

-FOLLOWING UP WITH CUSTOMERS ESCALATIONS BY PLACING OUTBOUND CALLS IN A

TIMELY MANNER.

-CANCELING CUSTOMERS ACCTS FOR UNPAID BILLS VIA INFORMATION FROM

BELLSOUTH COLLECTIONS, RECEIVING AND RESPONDING TO CUSTOMERS REQUEST VIA EMAIL/

MAIL./LIVE CHAT.

-TIER 1 TROUBLESHOOTING FOR ADSL, WALKED CUSTOMERS THROUGH SETTING UP THEIR DIAL-

UP CONNECTION AND CONNECTING THERE MODEMS.

-HANDLING TROUBLE TICKETS FOR VOIP/ RESET SYSTEM PASSWORDS.

-SUPERVISED A TEAM OF 13, WHEN MY MANAGER ATTENDED WEEKLY MEETING

ON/OFF SITE. HANDLING THEIR ESCALATIONS AS WELL AS STATS/ATTENDANCE.

WAREHOUSE ASSEMBLER

CANON, INC - Hampton, VA - February 1997 to November 1999

ASSEMBLED PRINTER CARTRIDGES, STOCKS SUPPLIES/PARTS INTO PROPER STORAGE

CONTAINER BINS, MAINTAINING INVENTORY LEVELS AND VERIFYING STOCK PREFIXES AND PART

NUMBERS.

-PLACED MYLARS ON IN THE INSIDE OF PRINTER COVERS IN A TIMELY FASHION.

-ASSEMBLED PARTS USING HAND HELD TOOLS SUCH AS A POWERED SCREW DRIVER TO INSERT

NAILS INTO THE PARTS.

CUSTOMER SERVICE REPRESENTATIVE

WEST TELECOMMUNICATIONS - Hampton, VA - December 1996 to February 1997

ANSWERING INBOUND CALLS, PLACING ORDERS FOR PRODUCTS SOLD THROUGH THE

1-800 NUMBERS ADVERTISED ON TELEVISON.

EDUCATION

EDUCATION

MENCHVILLE HIGH SCHOOL - Newport News, VA

June 1997

ADDITIONAL INFORMATION

SKILLS MY LEADERSHIP SKILLS ARE ILLUSTRATED IN MY ABILITY TO

FUNCTION SUCCESSFULLY UNDER PRESSURE, LEADING OTHERS IN A SUCCESSFUL

DIRECTION. I AM A HIGHLY MOTIVATED PERSON AND A VERY SKILLED WORKER,

I'M PROFICIENT IN MICROSOFT SUITES, WINDOWS 7, WINDOWS XP, WORD, EXCEL,

POWERPOINT, ORACLE, CRM, I-STORE, BOCRIS, CCTOOL, IDS, LOTUS NOTES 6.5, VERINT, WITNESS

AND NICE MONITORING SYSTEM, IEX WEB AGENT, ACSS, OPSMAN, REMEDY, DSLAM, TMA, EMAIL

AND WEB CHAT. I'VE DEVELOPED IMPRESSIVE MULTI-TASKING SKILLS WORKING WITH THE PUBLIC

IN A OPEN AND CLOSED ENVIRONMENT.

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