Customer Service Representative

Michele Joseph, *** W. Lake Ave, Apt *, Barberton, Ohio 44203

234-***-****, **********@*****.***

Objective: Inbound Call Center/Customer Service Representative

Summary: Oct 2014-Present, Plus One Communications, Inbound Call Center-Customer Service Representative, HR Generalist

Oct 2012-Oct 2014, Summit Advantage, Inbound Call Center Associate-Customer Care

Sept 2012-Oct 2012, Stock Replenishment-3rd shift, Wal-Mart Store, Fairlawn, Ohio.

Nov 2011-June 2012, Teacher/Caregiver, Kids Country, Fairlawn, Ohio.

Apr 2000-Dec 2009, Maintenance Administrator, AT&T Telecommunications, Brecksville, Ohio.

Aug 1980-Dec 1999, Assistant Store Director-Frontend, Kmart Corporation/Sears Holdings, Palatine, Illinois.

Experience:

•20 years+ experience in Customer Service/Relations in multiple key areas of retail, inbound call center, and child-care.

•11 years of inbound call center experience-9 years in telecommunications. 2 Years in Electric Generation. My job duties have included, but not limited to:

•Currently, an HR Generalist: processing all Human resource paperwork.

•Answer In-bound cable calls for Cox Cable. Trouble-shoot all data and cable issues and help resolve customer issues.

•Enrolled customers in electric generation plans.

•Assisted customers with any and all questions and concerns, concerning any issue/including escalations with their electric account, etc...

•Entered repair tickets for telephone landline service.

•Screened and tested lines to trouble-shoot tickets to get trouble resolved quickly.

•Worked with customers on home trouble-shooting procedures.

•Liaison between customers and other departments and other utilities to assist with resolution on customer concerns.

•Tested basic circuits to assist in proper action taken.

•Escalated and followed thru on all escalations, and emergency

•Processed tickets to ensure timely resolution.

•Handled and resolved customer complaints in the areas of Retail, Child-Care and Telecommunications.

•Experienced and supervised direct reports of 75-100 associates, and merchandising for 6 different Departments.

•I have 7 years in Human Resource, and 12 years of supervisory experience, and was responsible for all areas including training, disciplinary, hiring, payroll, etc. Currently, HR generalist at Plus One Communications..

•Teacher/Caregiver of 20/25 children, (5year-olds) in Pre-K. Teaching Curriculum of pre-training for Kindergarden.

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