Customer Service Representative
Resume:
Michele Morris
**********@*****.***
QUALIFICATIONS
• 3 years Customer Service Call Center experience on ACD dialer
• Performance demonstrates commitment to accuracy, efficiency and courtesy
• Applies appropriate listening and probing techniques to obtain information
• Exhibits commitment to quality
• Advanced proficiency with Microsoft Word, Excel, Access, PowerPoint and Outlook Express
• Ability to work in group as well as individually.
• Effective time management, planning and organizational skills
• Very confident and follow professionalism
EXPERIENCE
Fujitsu America Inc. 2013-Present
Customer & Technical Support
Provided computer help desk support via telephone
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communications.
Performed diagnostics and troubleshooting of system issues,
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documented help desk tickets/resolutions.
Provided computer help desk support and some technical training
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on hardware/software
Gathered and provided information on SVC/SVS Gift Cards to
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process and cancel a sale.
Excellent in cultivating and retaining the healthy relation with
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customers
Correcting payments by searching through various databases, and
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ensuring timely resolutions
Preparing the team reports related to performance measures, and
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cascading to the team members on daily and weekly basis
Scheduling employees and shifts weekly as well as
•
Major Achievements:
Certificate of Recognition– Recognized for 100% Quality each month2014
Achieved Employee of the Month Award
Southwestern Credit Systems. 2013-Laid off
Collections (1st party & 3rd party)
Handling high volume inbound/outbound calls pertaining to the reconciliation and collection of delinquent
accounts.
Negotiated payment arrangements on past accounts.
Research regarding unsettled account balance that is completely or partially unpaid.
Educating customers on the importance of keeping accounts current.
Key in all information about collections action of accounts into billing systems.
Bank of America (Contract) 2012-2013
Collections Specialist
• Performed outbound collections calls on non-routine situations and customer service and other loss mitigation
or recovery activities.
• Contacted delinquent, charged-off, or high-risk customers in order to secure payment and determine reason
for delinquency on active loan/credit card accounts
• Established a list of accounts on an automated collections system and/or auto dialer
• Resolved routine billing inquiries and negotiated payment arrangements to cure delinquent accounts.
• Educated customers on account terms and alternate payment programs and methods
• Navigated a computerized data entry system and other relevant applications
Aegis Communications (United Healthcare) 2009 - 2011
Customer Service Representative
• Performed Customer Care when taking inbound calls and providing information on the Medicare Rx Plans.
• Responsible for the recruitment of new client to the Medicare Rx plan.
• Managed the needs/requirements of high revenue commercial accounts through extensive follow-up
procedures.
• Successful account retention record of 98%.
• Improved customer service based on client feedback through the development of new policies and procedures
• Successfully handled all public relations issues.
JCPenney Distribution Center 2008-2010
Shipping Inventory Sorter
• Provided support to the shipping team, ensured all orders and service objectives were met.
• Responsible for customer care in the Unisort Distribution Department
• Answered Retail Store queries, problem solving and providing detailed information on new products.
• Worked with Inventory Specialist in the development of new accounts and the implementation of new
systems.
• Assisted in the development of new policies and procedures and training of new associates.
• Prepared weekly Shipping reports for the Inventory team and Accounting department
• Generated repeat business through successful client follow-up.
EDUCATION
Baker College 1995-1996
Business Administration
Pontiac Northern High School 1995
Diploma
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