Customer Service Supervisor

Toinita Billups

**** ******* **** *** * Home: 919-***-****

Raleigh, NC 27616 Cell: 908-***-****

acux5p@r.postjobfree.com

Professional Summary

Experienced manager with excellent client and project management skills. Action-oriented with strong ability tocommunicate effectively with technology, executive, and business audiences. Customer Service Representative who

maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase

customer loyalty. Skilled Customer Service Representative, committed to addressing customer concerns with speed,accuracy and professionalism.

Core Qualifications

Strong organizational skills Multi-channel contact center softwareActive listening skills Customer Relationship Management softwareSeasoned in conflict resolution (CRM)Sharp problem solver Client relations specialistCourteous demeanor Focused on customer satisfactionCall center management experience SchedulingHigh customer service standards System checks and troubleshootingDedicated to process improvement Virus and spyware removalNegotiation competency Computer diagnostics and repairTroubleshooting skills Hardware support and troubleshootingTraining manual contributor Advanced knowledge of diagnostic techniquesProficient with Microsoft Office SuiteProficient in customer account software

Experience

Information Technology 01/2016 - 06/2016CCI/IBM/AMTRAK RTP, NCTroubleshot software and hardware issues and resolved problems accurately and efficiently. Set up, tested andconfigured networks, desktops, laptops and printers. Resolved technical issues for clients on the phone and throughe-mail.

Triage Agent 08/2015 - 01/2016ACS/BCBST Raleigh, NCEvaluated patient care procedural changes for effectiveness. Created annual goals, objectives and budget and made

recommendations to reduce costs. Thoroughly investigated past due invoices and minimized number of unpaid accounts.Carefully reviewed medical records for accuracy and completion as required by insurance companies.

Community Resident Tech 03/2015 - 08/2015Tammy Lynn Center Raleigh, NCComforted patients and provided them with reassurance and encouragement. Documented resident records on daily flowsheets. Recognized and reported abnormalities and/or changes in patients\\' health status to nursing staff. Charted dailyinformation on the residents such as mood changes, mobility activity, eating percentages, and daily inputs and outputs.

Delinquency Management 01/2014 - 02/2015IBM/Seterus Inc. RTP, NCPerformed daily maintenance of the loan applicant database. Determined appropriate rate locks, issuance of disclosures,overage and underage waivers and fee waivers. Executed the loan origination process, including ordering credit reports,appraisals and preliminary title reports. Provided expert financial advice on mortgage and both educational and personal

loans.

Education

High School Diploma: Abraham Clark High School - Business 1993Roselle, NJ, USACoursework includes Economics Coursework includes Entrepreneurial Management Coursework includesOrganizational Behavior

Coursework in Communications, Criminal Law and

Certified: Union County College - Computer BusinessElizabeth, NJ, USACoursework in Computer Structure and Algorithms Coursework in Operating Systems and System ProgrammingCertificate in Computer Networking

Associate of Science: Everest University - Criminal JusticeEnglewood, FL, USACoursework in Sociology and Psychology Legal Studies coursework Public Administration Coursework in Juvenile Justice and Deviance in Society

Reference

Cheryl Surprise - IBM Supervisor - 919-***-****

Lakesha Carter - Tammy Lynn Supervisor - 609-***-****

Dawn James - Co-worker - 919-***-****

1999

2009

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