Customer Service Representative

* ** * * * E B O N N E T C T • AT L A N TA, G A * 0 3 4 9

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S A B R I N A G . PA R K S

OBJECTIVE

Experienced customer service representative, skilled in handling high call-volumes. Delivering excellence with

confidence.

FUNCTIONAL SUMMARY

Motivated, a successful 11-year track record of proven customer service. Talent for quickly mastering technology

– proficient in Microsoft Word. Accustomed to handling sensitive, confidential records.

Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with

demonstrated ability to easily transcend cultural differences. Thrive in fast-paced environments. Excellent team-

building skills.

SUMMARY OF QUALIFICATIONS

• Professional Representation

• General Office Skills

• Technical Support

• Computer Skilled

• Customer Service

• Sales

PROFESSIONAL EXPERIENCE

Customer Service Representative II and Sales Representative

06/2013-05/2014, Convergys, Cincinnati, OH

Handle customer inquiries, complaints, billing questions and payment /service requests. Troubleshoot technical issues.

Interact daily with internal associates. Escalate unresolved issues to appropriate department. Adheres to performance

metrics. Provides customers with product and service information. Document call details and resolutions.

Compensate customers for dissatisfaction when appropriate. Up-sell products.

Key Accomplishments:

• Manage a high call volume of 80-100 calls per day. Consistently met performance expectations (quality,

speed, accuracy).

• Maintain a tier-1 agent throughout employment.

• Helped team attain the “number one” title.

• Receive top ratings from customer’s surveys. Commended for passionate customer focus, genuine empathy,

problem resolution, and politeness.

• Completed customer service training to enhance customer satisfaction and improve productivity

Customer Service Representative

10/2011-06/2013, Teletech, Englewood, CA

Handle customer inquiries, complaints, billing questions and payment /service requests. Interact daily with internal

associates. Escalate unresolved issues to appropriate department. Document calls and resolutions. Compensate

customers for dissatisfaction when appropriate. Up-sell products.

Key Accomplishments:

• Manage a high call volume of 80-100 calls per day. Consistently met performance expectations (quality,

speed, accuracy).

• Maintain a tier-1 agent throughout employment.

• Helped team attain the “number one” title.

• Receive top ratings from customer’s surveys. Commended for passionate customer focus, genuine empathy,

problem resolution, and politeness.

• Completed customer service training to enhance customer satisfaction and improve productivity.

Customer Service Representative

11/2010-06/2011, Ryla, Kennesaw, GA

Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors. .

Adheres to performance metrics. Verified employment with government entity. Proactively managed account.

Document call details.

Key Accomplishments:

• Manage a high call-volume of 50-70 calls per day. Consistently met performance expectations (quality,

speed, accuracy).

• Generated sale-leads for additional services.

Customer Service Representative

01/2003-10/2010, Precision Response Corporation, Miami, FL

Handle customer inquiries, complaints, billing questions and payment /service requests. Interact daily with internal

associates. Troubleshoot technical issues. . Adheres to performance metrics. Escalate unresolved issues to appropriate

department. Document call details and resolutions. Compensate customers for dissatisfaction when appropriate. Up-

sell products. General office work.

Key Accomplishments:

• Manage a high call volume of 100-200 calls per day. Consistently met performance expectations (quality,

speed, accuracy).

• Received monetary and internal compensation for meeting and exceeding sales quotas.

• Constantly recognized as “#1 Customer Service Rep” based on weekly performances (quality, attendances,

accuracy)

• Multiple advancements to higher departments within the company.

• Voluntarily worked overtime when needed.

• Always a team-player--voluntarily assisted new associates.

EDUCATION

01/2011-Present, Ashford University Online, Clinton, IA

Bachelor of Arts in Sociology

01/1998-08/1998, Miami-Dade Community College, Miami, FL

Certificate of Completion in Word Processor

08/1994-05/1995, A-1-A Employment and Training, Miami, FL

Certificate of Completion in Office Management

SKILLS

• Proficient in Microsoft Word (10 yrs.)

• Team Player

• Goal-Oriented/Self-Starter

• Excellent Communication and Listening Skills

• Optimistic

• Intermediate in Sales (10 yrs.)

• Call Center Agent (10 yrs.)

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