Customer Service Data Entry

JAMES M. WOOD

CUSTOMER SERVICE AND DATA ENTRY

**** **** ******, ******, *** York 11103 347-***-**** ****************@*****.*** OBJECTIVE

Leverage my 10+ years of experience in the Customer Service field to provide quality support, troubleshoot obstacles, and improve the customer experience. SUMMARY OF SKILLS

Analytics • Researched copyright requests from third parties and direct clients

• CRM: RT systems tracking, various look-up panels (by mobile number and credit card)

• Strategy: Identified recurring problems and trends within the customer experience and implemented improvement processes

• Compliance: Followed the MMA’s Best Practices Guidelines for mobile entertainment

• Investigated credit card disputes and fraud

Customer Service • First point of contact and face of the company for all general inquiries, feedback, and complaints

• Quality Assurance: Communication with internal and external vendors on product usability based on customer feedback

• Created e-mail and phone templates/scripts

Team Leadership • Training: Policy administration to staff of 30

• Troubleshooting: Led customer care team on escalated issues and policy implementation

Administrative • Software: Microsoft Office (Word, Excel, Access, Powerpoint: Intermediate)

• Office: Mac/PC, 45 WPM

Communication • Effective verbal and written communication among all facets of business: customers, IT, billing, licensing, and International Customer Service JAMES M. WOOD

CUSTOMER SERVICE AND DATA ENTRY

2819 42nd Street, Queens, New York 11103 347-***-**** ****************@*****.*** WORK HISTORY

Customer Service Newsweek, NYC, New York (January 2015-January 2017) Representative

Account Services NimbleTV, NYC, New York (December 2013-August 2014) Representative

Customer Service Manager Dada Entertainment, Inc., NYC, New York (May 2007 April 2013) Independent Sales Contractor Nokia, NYC, New York (2010: 8 months) Customer Service Supervisor Uncommon Goods, LLC, NYC, New York (2003 2007) EDUCATION

Keene State College Bachelor’s in the Arts of Communications

Contact this candidate