Customer Service Manager
Resume:
Quentin DaShane Pearson
Atascocita, Tx 77346
Cell: 512-***-****
Email: *****************@*****.***
Career Overview
Excellent communicator with 8+ years of experience working in a demanding call center environment as a Customer Service Representative.
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Results-driven Customer Services Representative with proven ability to establish rapport with clients.
Core Strengths
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Telephone inquiries
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Team leadership
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Customer service
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Quick learner
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Credit card processing
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Professional demeanor
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Telecommunication skills
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Verbal communication skills
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Multi-line phone usage
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Team leadership skills
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Adaptability
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Well organized
Relevant Skills
● Microsoft Word, Excel, PowerPoint
● Strong organizational skills
● Listening skills
● Excellent communication skills
● Fast learner
● Problem solver
● Energetic work attitude
● Problem solver
● Energetic work attitude
Accomplishments
Creative Problem Solving:
● Resolved product issue through user testing. Quality Assurance
● Ensured quality of services.
● Documentation
● Use case management system to document.
Creative Problem Solving:
● Resolved product issue through user testing.
Work Experience
Visa Customer Service Associate
February 2015 - November 2015
Visa Inc.-Austin,Tx
Positively respond to inbound phone calls regarding customer needs with Visa products as a Tier 1 and Tier 2 Representative.
Multi-Task with several different computer programs and applications in order to respond to cardholders requests and inquires in reference to the nature of the call.
Successful completion of Tier 3 as a Falcon Fraud Agent to assist with the security and protection of cardholders account.
Multi-Task with blended Tier 1-3 calls assisting with various requests and complex situations.
Maintain and update cardholder data in appropriate databases.
Knowledgeable with Visa’s Products and Services with the call center environment
Metrix goals met monthly to ensure quality and business needs.
Customer Service focused .
Patient Access Rep 1- Business Services
October 2014-February 2015
Christus St. Elizabeth Hospital-Beaumont, Texas
Serves as the initial point of contact for patients and visitors, welcoming them to the Family Health Center. Supports the center’s operation by setting up appointments, maintaining the cash drawer, posting charges, and assuring the accuracy of patient demographics using the hospital’s computer system.
Registers patients for out-patient, emergency room, or in-patient services. Coordinates activities with ancillary departments as necessary. Calculates charges, verifies insurance, and collects deposits as necessary. Prepares appropriate documents.
H&R Block Office Manager
August 2014-October2014
H&R Block Tax Services-Beaumont,Tx
Manages the day-to-day office operations, management and performance of an H&R Block tax office. The Office Manager III serves as the front-line manager responsible for office growth, leadership and development. An Office Manager III is generally responsible for all aspects of a large size tax office operation.
Ensuring outstanding client service
Setting office goals and driving performance to exceed goals
All office operations, local marketing, recruiting and staffing
Supervising, training, and coaching of all tax office associates
Implementing company policies and ensuring compliance
Serving as a role model for associates on business development
Being a knowledgeable resource on tax products and topics
Prepare accurate and complete tax returns for clients, as needed
Assisting the District Manager in plan to achieve client retention and revenue goals
Other duties as assigned
Customer Service Specialist
December 2013 to April 2014
Conns Corporate Office - Beaumont, Texas
Provide support and solutions for customers, stores, and delivery drivers
Answer incoming calls from customers to arrange for product delivery or questions regarding their delivery
Provide each customer with the highest level of customer service with a reassuring attitude and a willingness to resolve any of their issues
Quentin DaShane Pearson, Page 2
Executive Case Management Specialist
March 2006 to February 2013
Sears Holdings Corporation – Round Rock, Texas
Responsible for resolving Sears Holdings escalated customer complaints that require detailed and delicate handling.
Independently analyze the situation, research, interpret policy, and use good judgment and skill within and outside of existing policies to determine and execute an effective and satisfactory resolution within required response deadline.
Establishes personal and continual communication with the customer through the complaint resolution process; becomes the single point of contact in a complex situation.
Protect America
December 2010 to January 2011
Alarm Company – Round Rock, Texas
As a sales representative, I was making outbound phone calls to sale alarm systems.
Promoted to the installation's office, which I assisted customers over the phone to install their alarm systems.
Austin 3-1-1
November 2009 to December 2009
City of Austin – Austin, Texas
As a customer service advocate, I assisted with non-emergency phone calls to report various of issues and concerns through the Austin, Texas area.
MCI
October 2006 to January 2007
Phone and Internet Company – Austin, Texas
As a Sales Representative, I made outbound phone calls to sale and upgrade phone and internet services.
Educational Background
Academy of Health Care Professions 2007
Austin, Texas
Medical Assistant
Diploma
Trained for Medical Assistant, which I received qualified education and training to prepare myself for a medical assistant career.
Buna High School 2005
Buna, Texas
High School Diploma
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