Stephanie L. Snead
Customer Service Representative
Sales Clerk / Data Entry
Customer Service / Receptionist
Action-oriented self-starter. Organization skills, time management, decision-making, and follow-up skills. Motivated by challenges and able to manage multiple priorities.
PC proficient: Microsoft Word and PowerPoint
Sales Clerk: Team-oriented sales clerk who encourages open, honest communication between the customer and the store. Skilled at creating a sense of partnership and a collaborative environment. Respected by superiors and colleagues.
Data Entry: 30-35 words per minute.
Customer Service/Receptionist/Call Center: Excellent company representative with exceptional communication, presentation, and influencing skills. Good communication skills, putting the customer needs first. Other skills include: filing, answering phones and organizing. Good people skills.
Experience
City of Richmond, Richmond, VA
Customer Service Representative June 2014 – Present
Responding to customer questions, requests, inquiries, complaints and safety concerns via the telephone, email, correspondences or in person with appropriate resolutions, and results;
Negotiating payment arrangements on delinquent accounts, and establishing customers on budget plans;
Establishing/Creating customer accounts utilizing and FCRA complaint credit reporting process, and service orders, including gas and water emergencies, for a multitude of customer requests for new and existing customers for all gas, water, sewer, storm water utilities and utilizing the Clancy system for tickets;
Identifying and reporting potential identity thefts in accordance with Departmental procedures to comply with the Fair and Accurate Credit Transactions (FACT) Act;
Calculating and processing appropriate adjustments to customer accounts;
Creating, researching, resolving and closing various ticket inquiries in the system;
Performing special research on complex customer billing issues, such as tax and utility bills;
Working on assigned special project teams within the City, DPU or the 311 Call Care (utilizing the Clancy System)
Monitoring account activity for possible fraudulent account activity, such as theft of service or identity theft;
Managing customer account data records by adding new records, maintaining and revising existing account records;
Temporary Agencies, Richmond, VA
Customer Service Representative June 2008 – June 2014
City of Richmond (Voter Registration office/Department of Public Utilities); Data entry, Customer Service, as well as assisting customers as needed and working with many Microsoft programs.
Richmond International Raceway (Customer Service - Concessions); twelve-hour shift
Sam’s Club (Customer Service) Assisted team members and staff with store set-up
Accepted short- and/or long-term assignments as needed
TGI Friday’s, Richmond, VA April 2010 – June 2012
Coach/Trainer/Server
Trained new associates as needed
Served patrons to assure that their needs are met
Assuring that patrons received excellent customer service
BJ’s, Richmond, VA May 2009 – September 2009
Customer Service (seasonal)
Assisted customers as needed in the bakery department
Provided samples to aid the selection process
Stephanie L. Snead Page 2
Regina Baker’s Law Office, Richmond, VA February 2008 – June 2008
Receptionist/Assistant (part-time)
Filed papers by name, date and numbers
Answered phones
Scheduled appointment
Used: Microsoft Excel and Word; and company database
Ashley Stewart, Richmond, VA October 2007 – February 2008
Sales Clerk
Accountable for greeting customers as they came into the store
Assisted customers with selection process of merchandise and finalizing their purchases
Answered phones
Inventory; stocked boxes of merchandise as orders came in
Created merchandise displays
Education
Richmond Technical Center, Richmond, VA 2010
High School Diploma 2008
Atlee High School, Hanover County, VA