Customer Service Representative

Philinese K. Fairley

**** ******** ** *******, **. 77063 * ****************@*****.*** * 404-***-****

Customer Service Representative

Professional Profile

Dedicated Professional with 5+ years of experience in a call center, and retail

Respected builder and leader of customer-focused teams

Enthusiastic commitment to customer service as a key driver of company goal attainment

Lead by example and ensure the execution of all safety, security, quality and company operations policies

Areas of Expertise

Leadership

Complaint Handling & Resolution

First Call Resolution

Administration Assistant

Buyer/ Order & Payment Processor

Sales & Margin Improvement

Payroll

Filing

Management

Technical Support

Retail Operations Management

Teambuilding & Training

Cost-Reduction Strategies

Employment

Paramount Staffing, East Point, GA.- Morehouse School of Medicine 05/2014- present

Administration Assistant

Filed paperwork, created excel & Microsoft documents, payroll, attended benefits, charting for prevention in neighborhoods, order inventory, taking minutes, organizing catered events, monitored Kronos, maintain calendar appointments, setup in-house meetings, caterings, open and created conference lines

Hire Dynamics, Smyrna, GA- Cobb and Douglas Health department (Babies Can’t Wait) 01/2014 to 05/2014

Administration Assistant

Filed paperwork, maintained hours for payroll, payroll, IT for the company laptops and mobile hotspots, part-time front desk receptionist, mailing out chart request, Billing, invoicing

Systems I worked with B.I.B.S., NOVELL

Optima Service Solutions, Roswell, GA 06/2013 to 01/2014

Customer Service Representative

Worked with Clients such as Best Buy, Home Depot, Godeker’s, & Pacific Sales ensuring that installations for kitchen appliances take place, notating any issues with the installation, closing out work order, reassigning orders. I also put in mileage, trip charges and seamless fees, emails, etc.

The system that we work with is Evolution, Microsoft office, Microsoft excel

Randstad (State Farm), Dunwoody, GA 2/2013 to 5/2013

Quote and Bind Retention Representative

Worked with software including: Lotus Notes, AHQB, Lead Alerts, ABS, Prospector +, Microsoft office, Link, Quote and Bind index

Scheduled appointments for Insurance reviews, made reminder calls and sent stat reports

ProCore Solutions, Marietta, GA 8/2012 to 12/2012

Customer Service Representative

Assisted customers with getting free energy assistants like free programmable thermostats, free energy assessments, & the power credit program with Georgia power

Worked with software including: Core Point, Tms, Sales Force, OR3, and Lotus Notes

IBM, Dunwoody, GA 02/2012 to 8/2012

Technical Support Service Representative

Provided quality customer care to IBM computer users, reset computers, helped start the computers, warranty claims, product swap out, Visual support.

Reviewed info on their accounts and de-escalated calls, Tier-1, Tier-2

Ryla Communications, Kennesaw, GA 10/2010 to 02/2012

Customer Service Representative - Supervisor

Assist customers with technical issues and resolved billing inquiries efficiently and punctually Tier-1 tech support

Gave customers a sense of comfort through professionalism and knowledge, Trouble shooting, Hard reset, sending rest signals

Worked with software including: Clarify, Telegance, Snooper, CCC Tool, Avaya, MyCSP, and CSR Admin

Processed payments, issued credits, modified auto payment methods and reviewed, explained and/or modified account information

Appropriately transferred calls and de-escalated situations by presenting options that appealed to customers

Attended training classes to stay up to date with company policies and call quality

Sold U-verse and made follow up calls with customers to ensure resolution

McLaurin McCleaning, 07/2008 to 07/2010

Customer Service Supervisor

Cleaning company, I supervised 10 representatives who scheduled appts, took payments, etc

My position was to handle escalated calls, hire the cleaners, ensure the job was done right, qa calls, etc.

Chic Hair Salon 5/2006 to 08/2010

Administrative

Answered multi phone lines, scheduled appointments, and took payments, payroll

Conducted inventory, stocked shelves, filed customer paperwork, and installed computer software

Attended college for computer network technology to be able to install Microsoft Office, Cisco phones, Cisco computer money business programs, Spy software, & many more

Created marketing and advertising strategies by sponsoring community events, participated in fashion shows and annual sales

Designed store to maximize sales, by bright lighting and abundance of products

Provided mini snacks to the customers ensuring they were in their comfort zone

Scheduled appointments, payroll, bill payments, cash handling and credit card transactions

Cleaned salon and lifted over 10 pounds per day

Meetings weekly to keep everyone on same goal to reach quotas and maintain excellent customer service

Technical Support

Education

Chattahoochee Technical College, Marietta, GA 2012-Present

Business Administration Program

MGCCC Jefferson Davis College 2005-2008

Computer Network Technology

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