Customer Service Staff

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

252-***-****

Shatera barnes

Proficient in MS Office 2003 and above

SKILLS &

ABILITIES Self Starter

Leader

Team Player

Strong oral and written communication

Organized

Dependable

Able to transfer large amounts of data accurately

PROFESSIONAL

EXPERIENCE Bank Of America Hunt Valley, MD

Customer Service Specialist I June 2014 Present

Provide customer solutions by providing exceptional customer service

through delivery or fulfillment requests by answering calls, text

messages, or emails in a contact center environment. Performs

routine account related transactions and referring customers to the

appropriate line of business for products not supported. Routes,

maintains and tracks outstanding servicing requests and provides

thorough follow up.

BALTIMORE CITY PUBLIC SCHOOLS

Baltimore, MD

Lead Customer Service Rep/Office Assistant December 2009 – January 2014

Implemented new help desk procedures and processes. Resolved escalated

customer issues. Monitored performance and quality within the call center.

Motivated call center associates in providing exceptional customer service.

Provided coaching with staff to keep daily operation flowing. Completed

projects and special assignments by establishing objectives; determining

priorities; managing time; gaining cooperation of others; monitoring progress;

problem solving; making adjustments to plans. Perform administrative duties

for executive management. Responsibilities included screening calls, making

travel and meeting arrangements, preparing reports, training and supervising

other support staff, and customer relations. Work with all levels of internal

management and staff, as well as outside clients and vendors. Arranged

corporate travel and meetings by developing itineraries and agendas.

Maintains office supplies inventory by checking stock to determine inventory

level. Work with internal and external parties to organize the various

components needed to initiate, run and conclude major projects.

Maryland General Hospital Baltimore, MD

PBX Operator February 2009 – November 2009

Operated telephone console, routing incoming calls to the proper departments

while maintaining online availability during their shift. Place and logged, local

and long distance calls for hospital staff and patients as required. Handled

emergency situations i.e. stat calls, code blue, fire, security and other

emergency calls, creates logs as required.

EDUCATION UNIVERSITY OF BALTIMORE EXPECTED GRADUATION MAY 2016

3.0 GPA

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