Customer Service Representative

Preston L Owens Jr

Professional Summary

• Professional with 10+ years customer service/call center experience with Citi Cards

• Handled 150-200+ inbound/outbound calls on average daily

• Provided technical assistance regarding Citibank’s credit card websites

• Educated customer on proper procedure(s) to take correct steps to resolve their conflicts

• Reset and registered customers for online services when necessary

• Assisted customer with questions or concerns regarding their credit account

• Responded to customers inquiries regarding specific account related requests and concerns

• Applied negotiation ability to sell products to existing cardholders that best fit their needs

• Used strong problem-solving skills and effective decision making to resolve inquiries

• Exceptional attention to detail, listening, analytical, and time management skills

• Excellent communication skills both verbal and written

• Proficient with MS Word, Excel, PowerPoint, Outlook, and Internet Navigation

• Available to interview and start immediately

Professional Experience

United Healthgroup 08/13- 08/14

Customer Service Advocate

• Handled 70+ inbound calls on a daily basis on average

• Assisted patients with their prescriptions

• Mailed prescriptions out for a 90 day supply

• Updated patient account information, such as mailing address, credit card information, etc

• Collected and processed payments, updated account balances

• Set up new accounts for new members

Citi Cards 09/01- 01/13

E-Helpgate Representative

• Handled 150-200+ inbound/outbound calls on average daily

• Assisted my peers with questions about customers accounts

• Opened Trouble Tickets to resolve customer’s problems and system issues

• Took supervisor calls when customers wanted to speak to a manager

• Reported any system issues to our help desk team

• Reported to our representatives and also upper management of any system issues

E-Service Representative

• Analyzed the customer issue/problem

• Provided technical assistance regarding Citibank’s credit card websites

• Educated customer on proper procedure(s) to take correct steps to resolve their conflicts

• Reset and registered customers for online services when necessary

• Assisted customer with questions or concerns regarding their credit account

• Ability to share knowledge with less experienced E-service representatives

• OJT coach for New hire classes

Home Depot Representative

• Responded to customer inquiries regarding specific customer service related questions

• Used strong problem-solving skills and effective decision making to resolve inquiries

• Partnered with customer and used all available resources to find best solution

• Successfully checked accuracies for audit purposed for payroll

• New Hire Buddy for training classes

• Selected as team lead

E-Service Representative

• Analyzed the customer issue/problem

• Provided technical assistance regarding Citibank’s credit card websites

• Educated customer on proper procedure(s) to take correct steps to resolve their conflicts

• Reset and registered customers for online services when necessary

• Assisted customer with questions or concerns regarding their credit account

• Ability to share knowledge with less experienced E-service representatives

• OJT coach for New hire classes

Customer Service/Sales Representative

• Responded to customers inquiries regarding specific account related requests and concerns

• Applied negotiation ability to sell products to existing cardholders that best fit their needs

• Used strong problem-solving skills and effective decision making to resolve inquiries

Education

Suwannee High School, High School Diploma

Design & Drafting Technology

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