Customer Service Representative
Resume:
Jemal Griggs
***********@*****.***
(Available for in-person interview and start immediately)
Summary:
● Dynamic and professional; result driven, Technical/Customer Service Representative with extensive experience in
handling more than 40 inbound and outbound calls ( as needed for customer follow-up) from customers in a fast paced
Call Center environment.
● Excellent experience in troubleshooting technical related issues concerning hardware, configuration of software, wireless,
and remote administration.
● A professional yet personable personality in neutralizing escalated calls and providing satisfactory information to irate
customers by “level-setting” hostile clients; reassuring them in a professional and timely manner.
● Skilled in performing Data Entry with 50+ wpm, updating and entering customers/ client information into database and
maintaining accuracy/ confidentiality of documents.
● Proficient with MS Office suite, and impeccable written and verbal communication skills.
Education:
● General Education Diploma, Loy Norrix High School, Kalamazoo, Michigan, 1994
● Networking Technology Diploma, Advanced Career Training, 2000
● Present student of A+ certification.
Experience:
Ultimate Staffing (PSI), Las Vegas, NV Feb 13 – Aug 14
Customer Service Representative
Responsibilities:
● Managed 40-50 calls per day, of studied candidates calling to schedule their state board exams such as
Cosmetology, Real Estate, Insurance, Home Improvement, Plumbing, HVAC, and scores of various other licenses and
certifications.
● Processed the payments, and provided steady problem resolution for candidates needing to book dates and locations; to
encouraging candidates when they needed words of encouragement to forge ahead and not “give up”.
CGS IBM/ Lenovo, Atlanta, GA Sept 11 – Jan 13
Tech Support Representative
Responsibilities:
● Consistently provided superior technical support by solving technical related issues of end users from personal to
business clientele, dealing with hardware/software support, of desktops, laptops and tablets, including wireless and
Ethernet; Also but not limited to; Running diagnostic software, System back up software, Restore and Recovery,
Troubleshooting Power supplies; remote administration of maintenance procedures, LCD issues, reseating of hardware,
and OS installation and a plethora of other issues for the Lenovo/IBM brand products.
Vertex, Kennesaw, GA Feb 10 – Sep 11
Customer Service Representative
Responsibilities:
● Managed 40-50 inbound calls from prospects, as well as existing customers, calling to establish Natural Gas Service for
residential and commercial customers. Performing “Turn-On’s”, “Turn-Off”, “Service Transfers”, and Market Switches also
making “Amends”, and Voids” to accounts.
The CPA Firm, Atlanta, GA Sep 08 – Jan 10
Client Support Representative
Responsibilities:
● Handled 20-30 calls per day; set and organized appointments for prospect as well as existing customers for tax services.
● Ensured payments and customer information were current.
● Investigated and resolve clients/prospects and vendors’ inquiries of company services.
Today’s Staffing/ First Data, Atlanta, GA Jan 07 – Aug 08
Terminal Support (Credit Card Machine)
Responsibilities:
● Successfully handled an array of customer issues including technical and administrative issues dealing with credit card
machines, including server to client downloads and configurations.
First Pro/IHG, Atlanta, GA Feb 04 – Nov 06
Reservation Agent
Responsibilities:
● Booked reservations for guests, acquiring pertinent information as to what the guests needs were and how I could
accommodate those needs with the specific amenities and luxuries offered for their budget and stay requirments.
● Qualified guests for finding the perfect hotel accommodations, in the right locations at the scheduled date and times for
reservations.
● Provided accurate and appropriate information in response to customer inquiries.
MCI/WorldCom, Atlanta, GA Mar 02 – Jun 03
Customer Service Representative
Responsibilities:
● Provided home phone services for pre-qualified as well as existing customers to ensure services and plans were perfectly
suitable for all customers; residential as well as commercial accounts.
● Responsible for selling/upselling and cross selling. Promoting memberships to customers.
● Completed all essential formalities of the customers/ members that transfers, joins and renews their account /
membership.
Interland, Atlanta, GA Feb 00 – Mar 02
Tech Support Specialist
Responsibilities:
● Troubleshot an array of about 40 to 50 technical related calls for this Web Hosting Company, from all levels of customer
knowledge; ensuring their website was up and functionally working and escalated calls as needed.
● Provided consistent superior technical support by learning and implementing learned technical procedures and
configurations to ensure websites were operating at optimum capacity as well as outbound (follow-up) calls of satisfied
customers.
● Collected customer feedback and made process changes to exceed customer satisfaction goals.
● Performed diagnostics of system issues, reset proper permissions, rest passwords, stopped and restarted services, fixed
network issues using network commands, i.e. ping, nslook up,
● Demonstrated aptitude for disarming tense situations by handling irate customers and provided resolutions to their issues
in polite manner on time.
● Provided accurate and appropriate information in response to customer inquiries.
Contact this candidate