Customer Service Sales
Resume:
Devora Watkins
Customer Service Analyst
Jersey City, NJ 07304
*************@*****.***
SUMMARY
Energetic, results oriented Professional who is a team player with a desire
to succeed. Strengths include the ability to work effectively within a
fast-paced, rapidly changing, diverse work environment. Possess strong
customer service skills, including clear verbal and written communication
skills and strong interpersonal skills.
Summary of qualifications:
. Excellent personal skills in handling complaints, negotiation,
information presentation interfacing with clients, management and
other professionals (auditors, IT team, legal departments.)
. Great computer skills in gathering/filing data and retrieving
information to assist any presentation, report construction or
correspondences preparations.
. Extremely experienced in multi-tasking through planning and scheduling
skills resulting in consistently delivering quality deliverable with
great timeliness in all assignments
TECHNICAL SKILLS
Standard Software
Word
Excel
PowerPoint
Access
Internet Explorer
Specialized Software
UIT pricing (Unit Investment Trade)
TELKURS (pricing foreign securities)
GPS (international & domestic securities)
PROFESSIONAL EXPERIENCE
1999 - 2014
Standard and Poor's, New York, NY.
Customer Service Analyst Evaluations Support
. Collaborate with Management, Sales and Application Development teams to
ensure on-going business continuity.
. Participated in companywide testing,
. Ensured that the client is provided post-deployment support/produced
status reports and statistics as needed for Onboarding FTP process.
. Primary point of contact for all US based and International clients in
NYC office.
. Provided Application support coverage during cross training with the
(Hyderabad team) supporting approximately 20 users.
. Responsible for completing Audits and ensuring that Billing department
was made aware of all requests.
. Served as a mediator between Clients, Sales and the Evaluation Desk: by
arranging conference calls to resolve any questions and concerns.
. Followed up on Additional Pricing request, ensuring that they were
correctly submitted for additional billing.
. Directed and monitored subscriber inquiries for Security Classification
services - primarily CUSIP and ISIDPlus services. This allowed for us to
tailor the needs and provide them with a new platform for better coverage.
. Collaborated with internal IT, operations, Marketing and Sales resources
to ensure a satisfactory and timely resolution to a customer inquiry
. Maintained a high level of service and subscriber satisfaction
. Evaluated client inquiries which resulted in new product concepts to
management
.
RELATED WORK EXPERIENCE
Burger King, Jersey City, NJ.
Manager
. Developed a strong rapport with clients and customers creating repeat
business.
. Ensured safety codes, company safety and security policy were met
. Ensured financial reports were accurate
. Recruited, interviewed, and hired new team members
. Conducted performance appraisals
Kentucky Fried Chicken (KFC), Bayonne, NJ.
Restaurant Assistant Manager
. Ensured compliance with company standards in all areas of operation,
including product preparation and delivery, customer relations, restaurant
maintenance and repair, inventory management, team management and
financial accountability
. Listened and responded to customer comments/questions in person or on the
phone using available resources
Jersey City Housing Authority, Jersey City, NJ.
Apprentice Painter
. Performed general painting for all Housing buildings
. Handled and stored hazardous waste and materials in accordance with EPA
regulations
. Utilized and maintained hand tools and portable electric equipment
. Assembled and dismantled scaffolding, ladders and other devises in safe
manner obeying departmental and OSHA requirements
EDUCATION
Essex Community College, Newark, NJ
. Courses towards an Associate's Degree in Business Administration
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