Customer Service Representative
Resume:
VALERIE L. ROWLETT
Mesquite, Tx 75181
214-***-****• **********@*****.***
Professional Summary
Career oriented professional with highly developed interactive skills. Able to work with little or no supervision. Flexible in team environment. Willing to learn new processes and meet challenges. Accustomed to deadlines, controls organizational and time management with grace. A positive value add for any department.
Experience
SBC Internet Services • Dallas, Tx Jan 2007 – Aug 2015
Provisioning Administrator I – Review and correct automation fall-out from DSL customer requests.
Screen and update RedBack router data for residential and commercial customer placement.
Implement system updates for Internet Service Provider change, adds, and deletes.
Initiate queries to avoid or correct oversights such as past due processing.
Provide direct feedback to specialized teams regarding IT issues needing assessment.
Install IP information into local billing application; scrub lists for veracity.
Generate daily system logs regarding production and processing adherence.
SME – receives incoming smart chart to resolve work order issues adhering to the customer service promise
SBC Consumer Sales and Service • Dallas, Tx Nov 2003 – Jan 2007
Customer Service Representative – Inbound calls servicing telephone accounts.
Analyzed and resolved customer account issues for an average of 100 calls per diem.
Researched and documented all calls via company provided computer applications.
Excelled in both individual and team marketing competitions directed at meeting revenue goals.
Earned competitive bonuses as recognition for stellar performance of duties.
Verizon• Dallas, Tx Feb 2001
Customer Service Representative – Received inbound telephone communications from current customers.
Handled inquiries from an average of 100 customers per day. Daily goal was one call resolution.
Researched, resolved and recorded customer contact via company approved software
Additional Work Experience
Independent Real Estate Agent - 20 years of experience in self-promotion, sales forecasting, management of time and clientele. Detailed financial acumen and team building leadership skills will allow flexibility of assignments and projects as needed.
Previous Administrative Experience- Federal Employment
Federal Deposit Insurance Corporation Dallas, Tx Nov 1991 – April 1995
Technical and Administrative support of Labor Relations Specialist. Speciality: Employee Grievances. Created filing and tickler system, facilitating more expedient and accurate processing of grievances. Performed administrative recordkeeping and travel organization.
Valerie L. Rowlett pg. 2
Administrative Clerk Personnel Office June 1991 – Nov 1991
Executed full spectrum administrative duties for government employees. Prepared orientation literature, hiring announcements, payment vouchers, and personnel documents. Promoted to above position.
Comptroller of the Currency Dallas, Tx Feb 1988 – June 1991
Employee Development Clerk for Southwest District Training Officer. Resolved issues related to training activities. Processed incoming records and forms. Oversaw arrangements for conferences, luncheon functions, and off campus classes. Secured travel arrangements for the Training Officer. Assisted with budget preparations.
EDUCATION
Eastfield College, Mesquite, Tx
Cedar Valley College, Lancaster Tx
Richland Community College, Richardson, Tx
SKILLS
In House Applications: RAD, CRM, CPSOS, TAS, CCRS, NOL
Standard Office Applications: Microsoft Word, Excel
Touch Typing, Switchboard, Database, Dictation
LICENSES, ACCREDITATIONS, ORGANIZATIONS
Complaint Analyst (BBB), Licensed Real Estate Sales
Memberships: Women of AT&T, Dallas Chapter Community Network, National Association of Realtors, Texas Association of Realtor, North Texas Association Real Estate Brokers – VP Marketing
TKT Certification ● Certified for Basic Labor Relations ● Awarded the Coldwell Banker Sterling Award ● Junior Achievement Volunteer
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