Customer Service Microsoft Office
Resume:
Kione Jenkins
Norcross, Georgia *****
********************@*******.***
CUSTOMER SERVICE PROFFESSIONAL
With experience in relationship management, establishing rapport quickly, conflict resolution, critical thinking and identifying customer’s needs to improve overall experience. Customer focused with diverse industry experience including telecommunication, insurance, retail and finance. Providing customer service experience not only specific to a Call Center, while being Enthusiastic and personable.
Retention
Time Management
Quality Assurance
Investigation
Increase Retention
Escalation Management
EXPERIENCE
Romack Staffing- Alpharetta, Georgia
Help Desk Agent 02/16-Present
Resolves problems by clarifying issues, while researching and exploring answers to provided alternative solutions
Assessing the level of risk and makes decisions which directly impact the customer experience and risk to Bank of America
Reviews and analyzes accounts and customer situations that may require differentiated treatment or specialized resolution
Report, track and escalate issues through appropriate channels in a timely manner.
Aerotek Staffing- Kennesaw, Georgia 03/15 – 10/15
Fraud Analyst II
Reviews customer accounts for the prevention and detection of possible fraud
Responsible for more involved research and analysis of account activity to assess levels of risk and fraud type
Assessing the level of risk and makes decisions which directly impact the customer experience and risk to Bank of America
Reviews and analyzes accounts and customer situations that may require differentiated treatment or specialized resolution
Using investigative tools, public and private records databases to assist with fraud investigations.
SCIenergy-Kennesaw, Georgia 05/14 – 01/15
Customer Support Representative
Provided customer technical support and help-line mechanisms, including telephone support, email and other forms of communication
Researched, resolve and respond to various technical issues and questions
Collaborated with Development teams to escalate major technical issues and ensure all issues are resolved
Share the responsibility of after-hours cell phone support for critical customer issues between the hours of 5PM-7AM M-F and weekend
Coordinated with the Training team for client training programs related to supporting SCIenergy’s software products
Ensured customer service satisfaction according to established standards, goals and evaluation tools
Verizon Wireless-Alpharetta, Georgia 04/13 – 05/14
Customer Service Representative
Handled inbound calls in an ACD environment
Provided a high level of customer service via telephone to internal and external
Identified and assessing customers’ needs based on interactions
Took accountability for and resolves all customer issues and following up when appropriate
Offered and educates on the benefits of products and services that will add value to the customer's experience
Provided Tier 1 trouble shooting when customers require device assistance
Fraud Coordinator 08/09 – 04/13
Performed fraud tasks including reviewing fraud alarms, analyzing and terminating fraudulent account activity using internal systems to prevent fraud orders from being shipped (Fraud Plus, MARS, MTAS, Accurint, Work Flow Manager and billing systems.)
Assisted with detecting Networking & Cloning fraud
Averaged the highest calls per hr & the lowest handle time
Take inbound calls and making outbound calls to customers via ACD phone system
Using investigative tools, public and private records databases to assist with fraud investigations.
Generated and analyzing various reports to detect fraud trends using established and innovative detection methods
Provided "one-stop" service for customers
Worked with multiple departments to provide internal education and assistance
Interacted with victims of fraud and resolving claims; advise victims on how to minimize their exposure to fraud while reselling the benefits of VZW
Responded to inquiries via phone, fax, internet and/or mail inquiries
Assisted with special project tracking Sick, Vacation & Personal time
SKILLS
Working knowledge of Microsoft Office programs (Excel and PowerPoint
required. Microsoft Access)
Working knowledge of Rockwell/ICM and IEX
SAP
EDUCATION: Accounting-Georgia Perimeter College 08/14 - Present
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