Customer Service Support
Resume:
COLLINS R DUNCAN
**** * ****** **** ** APT ****
IRVING, TX 75038
***********@*****.***
Summary of Qualifications
Windows, Excel, Microsoft and most clerical and office equipment.
Ability to adapt and learn at a fast pace.
Have a highly customer service oriented background
Self-starter with logical decision making ability
Customer empathy and advocate
Strong written and oral communication skills
Strong interpersonal and leadership skills
Excellent planning and priority setting ability
Flexible and adaptable for changing business priorities
Understanding of basic financial equations and how to apply to business
Passionate and driven for financial business success
Work History
Jan, 2015-Present
Aug, 2012 – Jul, 2014
Time Warner Cable-Irving, Texas
Billing Specialist
Support of up to 90 calls a day, providing resolution of vast billing inquiries. Adjustment and credit management in a resourceful manner when allocated. Consistently offering and upselling of company products to provide a better and more enjoyable experience for all customers. Maintained required stats and company averages in handle time, talk time and sales. Chosen for many projects to seek resources and train fellow employees.
State Farm – Irving, Texas
Agent Customer Support Rep / Back-up Lead
Provided advance service and support to field agency and internal employees. Consisting of coordinating of paperwork of day to day action and activities for agents and staff. Documenting of customer assignments due to agent separations. Handled moving of several types of insurance policies to correctly licensed agents. Responsible for ongoing insurance education courses and building companywide professional relationships.
Selected for Leadership Development within first 5 months of hire.
Received Most Resourceful award two years in a row.
Developed cross training of phone reps with production, resulting in a transfer of accounts turnaround from 8-12 days to 3-5 days.
Apr, 2012- Aug, 2012
Randstad Temp Services – Irving, Texas
Individual Assignment Rep
Handled the assignment of life policies to licensed agent in client’s current state of residence. Provided concise advice on selection of assigned agent transfers. Assisted agents, staff and clients in the correct routing to different areas within the company.
Aug, 2007 - Sep, 2011
Protection One Alarm Monitoring - Irving, Texas
Monitoring Rep 2 / National Accounts Rep
Evaluate incoming alarm signals from commercial and residential security alarm systems. Following proper procedures as relates to city, and state applied laws. Provided customer support of billing and advance troubleshooting of technical issues with systems and accounts. Working knowledge of analog, cell, digital as well as video monitoring systems and specialized training in a national core base of accounts. Received multiple promotions and raises throughout employment due to highly knowledgeable in the field and increase in retribution in customers and vast wealth of technical background.
Promoted as original 5 Key/National Account reps to integrate a new business regimen
Due to advance knowledge of systems and processes selected as trainer for new key reps
May, 2006 - Apr, 2007
Brinks Home Security - Irving, Texas
Customer Support Rep
Researching and resolve of monitoring customer’s issues ranging from billing, tech support, to troubleshooting. Assistance of Emergency personnel after dispatch has been done. Responsible for maintaining a vast knowledge with state to state security alarm procedures
Jan, 2006 - Apr, 2006
Officeteam - Irving, Texas
Technical Support and Dispatcher
Responsible for the scheduling of service calls and assigning technicians to those jobs and well and management of staffing versus the need. Provided customer support and field support to technicians and assisted customers with technical troubleshooting of phone, cable TV and internet services. Installation of products into system as installed and setting up all aspects of billing for new and old customers
Jun, 2005 - Dec, 2005
TAC Worldwide Services - Irving, Texas
Customer Support Rep
Customer project support for Verizon Superpages, handling and resolution of inquiries in regards to all aspects of advertisement. From sales support to assistance of customers with graphic design and artwork to up sale of additional products. Provided claim and billing resolutions to current and former customers
Nov, 2002 - Sep, 2004
Citicorp - Irving, Texas
Customer Service Rep/Team Lead
Addressed and resolved all aspects of credit card customers from Key, National accounts as well as general consumer accounts. Handled data changes to accounts, analyzing billing and correcting errors. Up selling of new products and services as well as retention of current customer base. As part of specialized team leads, acted as lead while supervisors were out, performing their duties consisting of quality assurance, resolution of escalated calls and mail, scheduling of reps time off and assisted reps performance and review.
Oct,1998 - Oct, 2001
Aegis Communications - Irving, Texas
Customer Support/Call Center Analyst
Started off selling credit cards for AT&T campaign, quickly promoted to customer support for that same campaign where I handled the resolution for cardholders billing complaints. Also provided technical support on troubleshooting issues with account and services. Performed credit checks to establish service and selling of upgrades. Due to success in this position was promoted to Call Center Analyst, were I ran reports of detail showings of call volume and routing of the sum to the 3 different call centers. Created daily, weekly and monthly reports to show the volume of out/incoming calls, average speed of answer and call waiting and holding times as well as percentages of dropped or lost volume.
Education
Aug 1992 - May 1996
Grant High
Dry Prong, LA
Diploma
Training
Oct 1996 - Jun 1999
Devry Technical Institute
Irving, TX
Telecommunication Management
Contact this candidate