Customer Service Representative
Resume:
Sarah Elaine Kerby
Employer: Emergency Special Service, LLC July 2014 to present
Position: Office Manager
Duties:
-All new employee new hire.
-Basic training for Xactware for drawings for damaged property.
-Trained in QuickBooks 10.0
-Handled Insurance for Company
Employer: Metrocast
Position: Check-In/Auditor Feb 2013 to July 2014
Duties:
-Verify all work orders from technicians and contractors.
-Apply any and all payments to accounts.
-Create and follow up with any Communications with technicians, contractors, field personal and CSR’s to create organized work flow.
-Track and organize reports for technicians, contractors and administrative support for technical department.
-Management reports on a weekly basis for analytical review to maintain technicians and contractors.
-Audit and report and findings to upper management regarding to the work orders processed.
Employer: Metrocast
Position: Dispatcher (promoted) Feb 2011 to Feb 2013
- Coordinate routes for technicians and contractors; provide technical support via multiple in-house applications including CSG, BBX and eyeglass.
-Provide network surveillance during normal business hours.
-Communicate with technicians, contractors, field personal and CSR’s to create organized work flow.
-Track and organize reports for technicians, contractors and administrative support for technical department.
Employer: Metrocast
Position: Customer Service Representative (CSR) May 2010 to Feb 2011
Duties:
-Handle customers via telephone, internal applications, and mail regarding services and billing issues.
-Establish service changes, for all Metrocast services that we provide.
-Listen and establish communication with customers. Able to communicate at peer and management level to establish new procedures in a dynamic environment.
Employer: United States Postal Employee
Position: Sub Mail Carrier June 2006 to May 2010
Duties:
-Provide prompt delivery of 1st class mail, certified letters, insured and registered mail. Route determined by supervisor on daily basis.
Employer: Verizon
Position: Manager (promoted) June 2002 to May 2006
Duties:
-Managed supervisors which dealt with complaints/concerns from State Corporation Office, Better Business Bureau and Attorney General office.
-When FCC regulations were in question for residential or business customers, provided alternative solutions to management for a quick resolution.
-Managed deadlines, union issues and work flow in a fast paced and detail oriented environment.
-Report attendance issues in a timely manner to senior managers and maintain company budget.
Employer: GTE/Verizon
Position: Specialist – Customer Service Feb 1998 to June 2002
Duties:
-Research, analyze, and resolve issues from residential and business customers regarding billing, installation, repairs and construction.
-Provided breakdown of billing issues, track and initiate corrective actions in response to customers concerns.
Employer: Contel/GTE
Position: Customer Service Representative Mar 1990 to Feb 1998
Duties:
-Work in call center handling 7 states for residential customers regarding phone service and billing issues. Able to handle irate customers without escalating to management.
-Support and manage call volume in the call center by keeping wait time under 1 minute. Support staffing, union, vacations, sick leave, and HR issues.
Education: HP Plant High School
Chowan College - 26 credits completed towards BBA
References:
-Rebecca Swann 804-***-****
-Tim Fisher 434-***-****
-Mark Haggerty 804-***-****
Technical/Software Skills: AAIS, NOCV, RECOUP, Microsoft Word, Microsoft Excel, LOTUS, DOS, ICRIS, SOP/DOE ATLAS for New York FBA Systems, LiveWire, VAST, VeCTRA, Egain, Expressweb, SOP?DOE BOSS for fBA PA Systems, Easy Reference, SAR, LSAR System, Elistings, VBS, Adventurs, VICS, Telequene Phone System, VSS, VISiADS, COFFEE, CSG, BBX, Vehicle Tracking, IGlass.
Leadership Activities: Performed as In-Charge Supervisor when CSR for GTE. Recruited other responsibilities from other offices. Member of the Attendance Focus Group 2003-2004. Secretary for the Old Dominion Pioneer’s Mechanicsville Chapter. Alternate Floor Warden for Building Emergency Evacuation Team.
Honors, Awards and Licenses: Individual Awards and personal Improvement and Achievement Awards. Ruby Recognition Award for Perfect Dependability. Quality and Productivity for the years 2002-2004. Meritorious Certificate from Customer Relations Manager in 2002 in recognition of distinguished services and personal contribution’s of time and effort to the Customer Relations team. Award for the PAVA PA Conversion from Verizon Excellence Awards.
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