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

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