Customer Service High School
Resume:
LARITA PINKARD
LEWISVILLE, TX ***** 214-***-**** *********@*****.***
Skills & Abilities
Written Correspondence
Cash Handing
Customer Services
Scheduling
Multi-Phone Lines
Education and Training
Word/Excel/Outlook
Front-Office Operations
Time Management
Communication
Leadership
Time Management
PROFESSIONAL EXPERIENCE
PROCESSOR
RIVERWALK DEBT SOLUTIONS JUNE 2016 – DEC 2016
Making and receiving inbound and outbound calls to and from clients, and employees
Entering information into databases and/or company software programs
Calculating financial data for clients
Corresponding with clients and employees
Gathering needed information from all relevant sources
Training new hires
Designed temples to assist processing department
Scanning received documents to files
Composing email template for correspondence
Data entering information
Processing information from email, fax, postal mail
Submitting applications via postal mail, fax or email to the correct lender(s)
Staying in contact with the client
Ensuring all documents and files are completed and submitted and uploaded to file
AT&T CUSTOMER SERVICE TRAINER (CONTRACTOR)
INSIGHT GLOBAL FEB 2016 – JUNE 2016
Taught and trained new hires how to take inbound ism (integrated services module) calls
Created work sheets for students to complete to check knowable
Leading class in role play, simulations, team exercises, group discussions, videos, and lectures
Working knowledge of AT&T’S methods & procedures
Attended meetings to obtain information and give information to management to inform of class status
Recorded training activities status and progress
Assisted agents on the floor while in nesting and on the job training with questions and concerns
TELLER
WELLS FARGO BANK FEB 2015 – FEB 2016
Cashed checks and payed out amounts once all needed information was verified
Working knowledge of products and services
Received checking and savings deposits and payments
Verified cash and endorsements on all transactions
Answered basic customer inquiries
Issued personal money orders and cashier’s checks
Categorized boxes
Placed orders for customer products
Designed temples to assist on the tell line
Upsold customers on services and products
Ensured my teller station was properly supplied
Balanced till at ends of shifts
Participated in Lead Teller training
LEAD CUSTOMER SERVICE REPRESENTATIVE 3
DIRECTV FEB 2013 – OCT 2014
Inbound calls for technical, billing, and retention inquires and promotions team (customer resolution team)
Made outbound calls for technical, billing, and retention inquires and promotions team
Tested effectiveness of new offers, tools, scripts, policies, and procedures
Resolved all customer issues including technical, billing/general inquiry
Provided alternative programming, billing opinions with the hopes of saving the customer (retention)
Assisted agents as floor support via chat, floor walking and email
Recommended changes for technical, billing, and retention policies, and procedures
Collected payments
Saved and sold DIRECTV servicers based on features, benefits, price as well as customers’ wants, interests and needs
Handled all customers with the mind set of “one call resolution”
Assisted customers with installing new receivers and software over the phone
Proved support for connectivity problems
Assisted agents on the floor
Gave customer education of all available products and servicers
Documented all calls
Received escalated inbound calls from customers
TECHNICAL CUSTOMER SERVICERS REPRESENTATIVE
DIRECTV JULY 2011– FEB 2013
Took inbound calls for all technical inquires
Troubleshoot and resolve technical issues
Collected payments
Documented all calls
Scheduled technicians to customers’ homes
Answered basic billing questions
Activated and deactivated DIRECTV receivers
Assisted technicians who are on site at customers’ homes
Upgraded and right sized customer program packages
EDUCATION
Aurora Central High School High School Diploma 2003
Ashworth College Working on Associates
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