Customer Service Representative
Resume:
Charles R Williams
West Orange, NJ 07052
H: 973-***-****
******@*****.***
Summary
CUSTOMER SERVICE/SALES PROFESSIONAL
Profile: More than 10 years successful experience in customer service and support with recognized strengths in account maintenance, incoming customer calls, problem-solving and trouble-shooting. Billing issues, inquiries and issuing of credits. Data entry working knowledge using excel, word, and Microsoft Ordering Processing for existing and new customers for service plans. Recommended/up sell a calling plan and variance analysis to customers to help with service. Synopsis of achievements decreased customer retention and turn over to competitors. Increased sales for key accounts for customers, utilizing sales skills and training. Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
Highlights
• High customer service standards • Conflict resolution proficiency
• Employee relations specialist • Strong problem solving ability
• Service solutions expert • Troubleshooting skills
• Customer Relationship Management software
(CRM)
Accomplishments
Exceeded corporate target for customer satisfaction for 12 months in a row.
Preserved an accuracy of 95% during 15 years of employment.
As team leader for adherence, lead the office in that department for the first 6 months of the year.
Experience
TransitCheklWageworks
December 2014 to June 2015 New York, NY
Customer Service Representative
Answer incoming telephone inquiries and calls regarding commuter and parking benefits for enrolled and unenrolled employees, responded to requests for information received by e-mail, fax, SMS or voice mail. Provided advice and assistance to customers in the most appropriate format to meet their needs, demonstrating due attention to customer care and a professional approach at all times. Received and process ‘follow up’ information about previous requests and reports and updated systems as appropriate. Send out via e-mail, fax and mail requests for new cards or forms to participants
Xerox HR Solutions
September 2013 to March 2014 Secaucus, NJ
Customer Care Assistant
Answered incoming telephone inquiries and calls regarding health and welfare benefits for open enrollment, responded to requests for information received by e-mail, fax, SMS or voice mail.
Provided advice and assistance to customers in the most appropriate format to meet their needs, demonstrating due attention to customer care and a professional approach at all times.
Received and process follow up’ information about previous requests and reports and updated systems as appropriate.
Verizon Communications
January 1996 to July 2010 Livingston, NJ
Customer Service Representative
Handled customer inquiries, complaints, billing questions and payments.
Calmed angry callers, repaired trust, located resources for trouble-shooting issues outside of my scope.
Interface daily with internal partners, field services, technicians, and business operations.
Responsibilities: Supported company sales reps in opening new accounts and upgrading existing service.
Quickly and effectively solve customer challenges and questions. Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
Managed a high call volume of incoming calls.
Education
2000 Bloomfield College Bloomfield, NJ
Business Administration Finance
Completed over 60 credits Excellent References Furnished upon Request
Skills
Approach, benefits, billing, business operations, customer service, customer care, e-mail, fax, quality control, sales, SMS, telephone, trouble-shooting, upgrading, voice mail
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