Customer Service
Resume:
Bernice Woods
Decatur, GA ***34
**********@*****.***
Cell: 404-***-****
Dedicated customer service manager with 10+ years of experience in Telecommunication -Customer Service
Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and operations policies.
Areas of Expertise
Chat / Customer Service Support
Virtual Customer Service Rep.
Customer Service Management
Customer Satisfaction Enhancement
Front-End Supervision
Microsoft Word
Teambuilding & Training
Order Fulfillment
Microsoft Excel
PROFESSIONAL EXPERIENCE
Answering Service Operator 02 Years / Part Time
Lucedale Medical Inc.
Greet callers in a friendly manner and transfer to proper location
Answer callers’ questions if possible to avoid contacting off-duty staff
Schedule, cancel or confirm appointments during closed office hours
Page doctors in case of emergency / Take messages and record calls
Operate switchboard and paging service efficiently
Perform clerical duties when phone lines are not busy such as copying faxing emailing etc.
Ensured the privacy and confidentiality of all messages and information released or given
TELETECH
Bank OF The West
Helped customers in completing forms to open bank accounts 03 Years / Part Time
Instructed clients how to perform online fund transfer procedures
Stayed current with changing technologies and bank products and procedures
Used decision-making skills / procedures in solving clients’ problems
Ensured the privacy and confidentiality of all messages and information released or given
COMCAST COMMUNICATION Norcross, GA 30044
04/1999 – 05/2015
Customer Service Manager Travel Coordinator / Consultant
Customer Service Representative Help Desk Support Specialist
Promoted to manager position to recruit, train and supervise 25+ customer service reps. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance.
Selected Contributions:
Elevated store’s guest-satisfaction index from 86% to 92% within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
Served on special taskforce charged with turning around under-performing stores. Trained CSRs and managers in five struggling stores, and contributed to significant improvements in guest satisfaction and sales
Provided first level technical software and chat support for the agency
Responded to requests for technical assistance via phone, chat, email and in person
Provided air travel, arrival /departure reports and air spending reports for all meetings
Education
COASTAL TRAINING INSTITUTE – BILOXI, MS / Associate - Accounting
COMCAST UNIVERSITY – MARIETTA, GA / Associate – Business Management / Completed numerous courses and seminars over 15-year span, in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment and Travel Coordination.
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