Customer Service Representative
Resume:
Charles D. Clarke
***** ********** ***** #****, *******, TX 77043
***********@*****.***
OBJECTIVE: Highly motivated recently relocated individual in pursuit of the opportunity to advance myself in all facets of business, education, and technical and customer service while pursuing a college degree.
EDUCATION
Central Piedmont Community College, Charlotte, NC GPA: 3.5
High School Diploma May 2009
COMPUTER SKILLS/ PROFESSIONAL EXPERIENCE
MS Office, MS Word, MS Excel, MS PowerPoint, and Microsoft Outlook Proficient.
Windows/Mac troubleshooting, Mac IOS troubleshooting, Blackberry troubleshooting.
Virtual Telecommunication experience.
Considerable initiative and drive. Self-starter/motivated, Able to balance multiple and competing priorities simultaneously, Driven to push to meet company service requirements, supporting business systems, Excellent written and verbal communication skills, as well as the ability to listen, Professional demeanor, Positive attitude, Team player, Detail Oriented, Strong organizational skills Problem solver
WORK EXPERIENCE
Xerox, Webster, NY
Customer Service Representative Nov. 2015- Current
Successfully provide first level account support via telephone for Verizon Wireless. 100% virtual position including training.
Utilized technical troubleshooting skills to resolve device issues along with Billing and adding/removing features.
Determine root cause of each issue and assign to correct team when necessary using ITTS ticketing system.
Maven Technologies, Rochester, NY
Quality Tester Nov. 2013- May 2015
Quality control over LCDs including Smart TV’s and Variety of Apple products including iMacs, iPhones, iPods, & MacBook’s.
Assist with wiping, refurbishing, testing and grading for resale of devices
Created bulk orders for items that were not to be sold on eBay.
Prepared items for shipping and/ or recycling.
Update the database regularly before and after completing each task
Sutherland Global Services, Rochester, NY
Support Services Specialist Jan 2013-August 2014
24/7 operation that included Virtual weekend support and minimal supervision (on-call only).
Worked closely with Cox Communications India Virtual support team and attended training when necessary.
Provide customers internal Tier-1 Support/ Escalation/ Ticket Creation etc. by using Remedy and ACSS (Cox alt. ticketing tool) for corporate clients.
Probed for root caused to assist engineers in solving detailed system errors
oNot limited to computer issues but also modems and routers.
Checking for potential deal savers by offering and selling cable and internet package upgrades for Cox incentives.
Perform Team lead duties when necessary.
LEADERSHIP POSITIONS
KIPP 3D Academy, Black History Month Program, Volunteer 2016
Houston Food Bank, Volunteer 2016
Livingstone College Royal Court Escort 2012-2013 School Year
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