Customer Service Representative
Resume:
RONNIE SMITH
**** ****** ****** #***, ******, TX 75204 C: 817-***-**** *************@*****.***
PROFESSIONAL SUMMARY
Award-winning customer support professional who has advanced quickly in all positions. Motivated to
perform at peak levels and meet company goals.
SKILLS
l Customer service expert l Supervision
l Analytical and critical thinker l Training
l Management l Microsoft Windows XP
l Helpdesk l Microsoft Office
l Desktop Support l Lotus Notes
l Fast learner l Skilled in call center operations
l Skilled multi-tasker l Customer interface expertise
l Types 40 WPM l Multi-line phone operation proficiency
l Attention to detail l Call center metrics decoding aptitude
l Filing and data archiving l Customer service award
l Quality assurance
l Committed to maintaining data integrity
WORK HISTORY
Technical Support Representative, 11/2014 to 3/2015
Vsoft/ThomsonReuters- Carrollton, TX
Provide front line queue support for customers; communicating technical support processes to customers in clear and understandable terms.
Problem solving by collecting data, establishing facts, and drawing valid conclusions in a timely basis.
Consistently exceeds customer expectations for service quality and is able to identify needs and solutions for improving customer experience.
Meet call metrics and standards as defined by the department, and enter all requests into SFDC database
Technical Support Representative, 04/2012 to 04/2014
ADT – Irving, TX
l Downloaded radio and alarm panel programming information into new/existing accounts in response to
telephone requests
l Troubleshoot system functionality related to radio registrations and panel programming in response to
failed confirmation request.
l Installed software, modified and repaired hardware and resolved technical issues.
l Provided base level IT support to non-technical personnel within the business.
l Identified and solved technical issues with a variety of diagnostic tools.
l Met and exceeded company productivity goals from May 2013-January 2014.
Operational Support Representative, 08/2011 to 02/2012
Telvista – Farmers Branch, TX
l Log on/off customer care system and access account files n
l Use product information, multiple client tools, client specific reference materials, scripting, general
technical knowledge and customer service skills and also problem solving skills to diagnose and solve
customer and employee problems.
l Followed up with clients to ensure optimal customer satisfaction.
l Answered 50-80 incoming calls from residential and Retail Store employees on a daily basis.
l Remained up-to-date on the latest technologies and solutions applicable to company products.
Software Support Representative, 05/2010 to 06/2011
HD Vest – Irving, TX
l Respond to e-mail and telephone support requests
l Analyze each support request for root cause, determine if the issue could be prevented by changes in
the software or business processes, and outline change recommendations
l Help test fixes provided by development and incorporate them into client sites
l Update and create online knowledge base articles to reduce support requests
l Demonstrated professionalism and courtesy with customers at all times.
REO Customer Service Specialist, 08/2008 to 10/2009
Keystone Asset Management – Coppell, TX
l Data entry, processing reports, submitting offers for different properties, processing legal documents,
filing and notified representatives with decisions dealing with offers approvals or rejections
l Analyzed the damage reports to determine if insurance claim can be filed.
l Advised teams and clients of issues, including taxes, liens and assessments
l Administered REO systems data by assuring the sytem has current, accurate data and detailed notes.
Mortgage Specialist, 10/2007 to 07/2008
Countrywide Home Loans – Ft Worth, TX
l Maintained admirable customer service standards with both internal and external customers
l Process basic and specific loan files including FHA, VA and Conventional
l Control and resolve customer inquiries on phone in a call center environment
l Analyzed, reconciled, and submitted loan packages for underwriting approval inside required time
frame
l Gathered and organized all relevant credit and guarantee information required to document mortgage
loan files for suitable product type
Wireless Sales Consultant, 09/2005 to 07/2007
Sprint – Ft Worth, TX
l Achieved personal sales goals monthly
l Searched and suggested new opportunities
l Opened new personal and business accounts
l Presented wireless phone and internet services
l Demonstrated telecommunications products and services
Customer Service Representative, 10/2001 to 09/2005
Centralized Showing Services – Bedford, TX
l Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center
environment.
l Prepared reports and communication for senior management and clients.
l Oversaw call center employees to ensure customer satisfaction goals were consistently met.
l Analyzed call volume and average call time to monitor Customer Service Representative performance
and productivity.
l Met or exceeded service and quality standards every review period.
l Defused volatile customer situations calmly and courteously.
EDUCATION
Associate of Arts: Business Administration, 2003
Tarrant County College - Arlington, TX
ACCOMPLISHMENTS
l Cross-trained 40 new call center representatives.
l Recipient of "Customer Service Excellence Award" in 2012, 2013.
l Promoted to Key Holder after only 10 months of employment.
l Achieved status as one of 20 top sales performers in the region comprised of 30 stores.
l Capably managed a large volume call center with more than 100 employees.
l Customer Follow-up -
Ensured that customers were satisfied with company products and services by doing purchase follow-
up calls.
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