Customer Service Representative

ELEONORA ISAKOV **** East ** Street Brooklyn, New York 11229

Mobile 917-***-**** **************@*****.***

Summary of Qualifications

Dedicated leader with over 16 years of comprehensive experience in the telecommunication industry in client engagement, management, issue resolution and remediation, best practices. Ability to train, manage and motivate team members to successfully achieve organizational objectives. Fluent in English and Russian

Core Competencies

Operations Management Training and Development Products and Services Team Building

Process Improvement Sales, Product, Customer, Market Knowledge Microsoft Word, PowerPoint, Excel

Professional Experience

Verizon Communication, NY, NY September 1999 - September 2015

Customer Service Representative

Provided excellent customer service in a call center environment to both individuals and corporate entities. Maintained rapport with clients while assessing their individual needs and working towards the desired solution. Handled troubleshooting of technical concerns and resolved questions regarding customer bills, products, or services. Was recognized by management and colleagues as expert for all in-house and external applications.

Responsibilities included:

Engaging new and existing clients on all requests for new business setup or upgrades

Coordinating technical support dispatch to troubleshoot business services

Researching and resolving billing inquiries

Working with customer to create alternative payment schedule for customers requiring multiple payment options

Providing detailed overview and explanation of company billing processes to corporate clients.

Issuing adjustments, processing service termination requests

Improved company procedures and guidelines to ensure smoother interaction between client and staff.

Training staff on guidelines and procedures

Proficient in ICRIX, COFEE, AVAYA, NSOP

Godiva Chocolatier Inc., NY, NY July 1994 – September 1999

Assistant Manager

Participated in planning and coordinating various customer receptions, weddings and corporate events

Responsibilities included:

Maintaining a sufficient inventory and interfaced with various vendors, documented and tracked all sales transactions and financial records

Performing various administrative duties, including payroll processing and approval and cash register reconciliation

Opening and closing showroom, ensuring cleanliness and aesthetic presentation of products

Assisting in customer service activities and training,

Onboarding, training and terminating of personnel.

Mediated conflict resolution among staff when necessary

Education

Bernard M. Baruch, CUNY, New York City February 1997

Bachelor of business administration (BBA)

International Marketing (Minor)

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