Customer Service Representative

Pamela Tefera

*******@*****.***

Home: 713-***-****

Cell: 832-***-****

Qualifications Summary:

Self Motivating, Highly Efficient, Customer Service & Support Specialist with more than 10 years of experience, seeking an opportunity to utilize my skills and experiences in a pleasant and challenging environment. Dependable, and Honest, with a Cheerful and Positive personality and a track record of Stability and Reliability. Outstanding communication skills, multitasking with the ability to function effectively in high stress environment. Maintained a high level of customer satisfaction in difficult situations, able to listen to the customer’s needs and demonstrate empathy, willing to follow procedures and adhere to policies.

Security Clearance: Favorable fitness determination from the Department of Homeland Security Automated Data Processing Services System (DHS ADP T2 Level- Gen Clerk111)

Experience:

Bowhead, Houston, TX

General Clerk 111 October 2016 to Present (Assignment Ends 03/29/2017)

Support position in the local Immigration and Customs Enforcement office (DHS ICE). The Chief Counsel’s office handles confidential and high level document and is part of the Department of Homeland Security. The duties are primarily scanning/documents, document imaging, document management, pulling documents for Court and other general clerical duties as assigned..

Group 1 Automotive, Houston, TX

Customer Service Representative, March 2013 to July 2015

Duties:

Respond to telephone inquiries, and provide quality service to customer concerning maintenance and warranty information. Primary objective is to convert these inquires into service appointments. Work closely with dealership service manager and personnel to assure customer satisfaction and confidence to generate repeat business. Add value to company by retaining loyalty of customers by providing excellent support and services.

Enterprise Holdings, Houston, TX

Insurance Account Specialist, August 1998 to January 2011

Duties:

Liaison between various Insurance partners and Enterprise Rent a Car, servicing

As a single point of service for all related insurance needs including direct billing

Request, extensions of rentals, billing questions, etc., while protecting, maintaining, and

Increasing market share.

Body Shop Callbacks: Obtaining daily status of customer’s vehicle under repair

While ensuring proper documentation of each file kept. Monitoring to ensure consistent

Industry standard is honored and complied by body shop.

Training: Assist in training rental branch employees with the goal of increasing awareness of the latest rules and procedures within the insurance industry. Marketing: Following up to confirm branch sales plan is on target and making sure all efforts are dispensed at claim center to meet and exceed planned target market share. Work closely with insurance claims center adjusters and managers when appropriate.

Accomplishments:

Achieved perfect score on all my quality calls and received CS (Customer Service) Rewards for outstanding track record of positive customer feedback.

I was acknowledged for unwavering commitment to providing exceptional customer service.

Also accomplished weekly goal of 95% completion, with an overall 98% monthly completion.

America Online (AOL) Oklahoma City, Okla.

Customer Billing Specialist: May 1996 to July 1998

Duties:

Inbound Call Center: Provided information to customers and potential customers, while servicing as a single point of contact for all needs including new account setup, billing and usage questions.

Demonstrated outstanding problem solving and listening skills, able to diffuse difficult

customer’s situations with tact and ease.

Education:

Rose State College, Midwest City Oklahoma: pursuit of Associate degree in Business Administration

Metro Technology Center, Oklahoma City Oklahoma:

Certificate of completion issued CAD (Computer Aided Drafting)

Oklahoma State University, Oklahoma City Campus: Course work in Engineering and CAD Drafting Metro Technology Center,

Additional Experience:

Assembly and Warehouse: Preformed production work in factory. Start, operate, tends, stop, clean machines, assemble finished product, and inspects products to ensure high quality.

Mailroom Clerk: Received and sort mail, disseminate to the right individual or department.

Administrative Clerk: Provide secretarial & administrative support in order to ensure effective & efficient office operations.

Engineering Document Control Clerk: I Controlled and maintained engineering records, and related files. I operated and maintained reproduction equipment and supplied Reproduce copies as needed.

Cashier: Face to face customer service, exhibit sociability, professionalism, & trustworthiness.

Assist Customer’s with final purchase, operated registers & credit card machine. Work with managers & sale associates to ensure every customer enjoys a satisfying shopping experience

.

Contact this candidate