Customer Service Representative

Nikita P.

Glover

*** **** **** *****, ****, IN *6408 Home: 219-***-**** Cell: 219-***-**** ********@*****.***

OBJECTIVE

To obtain a position as a customer service representative where I can use my expertise in communications and my

interpersonal skills obtained from my education and pervious employment.

AWARDS & ACCOMPLISHMENTS

• Certificate of Recognition for obtaining the Highest SPC (Sales Per Call) of the Year in a team environment,

Comcast, 2009, 2011 and 2012

• Completed structured training program to serve as technical troubleshooting expert .

SKILLS & ABILITIES

• Over 14 years experience working as a customer service representative in a call center environment.

• Highly skilled in providing product information and upselling additional items.

• Punctual with great attendance.

• Proficient in AS400, CISCO, Grand Slam, Aspect and Oracle RightNow

• Ability to manage and resolve over 500 inbound/outbound customer calls per week.

• Experienced using Microsoft Office Products.

• Highly organized and pays great attention to detail.

• Excellent communication, persuasive and telephone skills.

EDUCATION

Grambling State University, Grambling,LA

Major: English Literature Year attended:1994-1999

Horace Mann High School, Gary, IN 46408

Degree Earned: Diploma 1994

WORK EXPERIENCE

CUSTOMER SERVICE REP/ SALES AND TECHNICAL ASSISTANCE COMCAST CABLE, TINLEY

PARK, IL 2007-PRESENT

• Provide excellent customer service.

• Processed and or resolved both simple & complex customer calls within current turnaround standards.

• Effectively, used standard operation polices guidelines and code books to provide resolutions to customers.

• Handled irate callers in a manner that defuses their emotion and achieve quality and efficiency objectives.

• Used several different computer screens simultaneously.

• Successfully sells cable, internet, phone and computer services to current and potential customers.

• Perform data entry to retain the customer’s information, document call logs and record successful sales.

• Receive payments over the phone by credit card and checks.

• Verify pricing and product availability to process and close orders.

• Serve as team lead and train new employees.

• Provide technical assistance.

INBOUND SALES CALL CENTER REPRESENTATIVE INDIANA BOTANIC GARDENS, HOBART,

IN 2000-2006

• Responsible for receiving and processing online and catalog orders.

• Up sell additional products that complement the original order.

• Followed up with customers to ensure satisfaction.

• Resolved calls from unsatisfied customers.

Reference Available Upon Request

Contact this candidate