Customer Service Representative
Resume:
CUTAIRRA RANSOM
Daytime & Evening: 202-***-****
Email: ad0tf6@r.postjobfree.com
Objective: To acquire a position with a growth-oriented company that offers an opportunity for advancement and professional development.
Employment History
Department of Housing Services (DHS) June 2019 – September 2019 Washington, D.C. Social Service Assistant (Intern)
Assisted the social service representatives, case managers, and supervisors by providing administrative and clerical support.
Collected information and evidence from customers required for eligibility determinations.
Provided customer service to clients i.e., answered and routed calls, received, sorted, and distributed incoming mail.
Utilized systems and other resources of electronic and paper information to loop up cases, and identified actions from the customer or DHS.
Applied policies and procedures while assisting customers with applications, renewals and recertification.
Resolved complex issues for customers seeking public assistance from the agency.
ITCON Services January 2019 – April 2019
Washington, D.C. Customer Service Representative
Supported existing Call Center solutions which included Cisco Unified Communications and Cisco Contact Center Express.
Developed and maintained strong working relationships with clients and internal teams.
Provided customers with information for housing, gas, electric, water, Daycare, Medicaid, and etc.
Set Tax Prep appointments and collected data from customers to add to their summary documentation.
IT Tech Direct July 2017 – September 2017
Washington, D.C. Smartphone Technician
Setup, upgraded and logged GSA employee phones, utilizing iOS and Android operating systems.
Troubleshot problems with employee phones, fixed bugs and operating issues.
Wiped and restored phones once employees were no longer employed by GSA and prepared them for the next user.
World Bank Group April 2017 – June 2017
Washington, D.C. Hardware Technician
Installed applications for staff and provided support on problems with new hardware and software.
Installed and upgraded staff with Windows 10 and Office 365 applications, restored personalized settings, and installed category 2b and 3 application for staff.
Configured desktop and laptops computers for staff and provided desk support for any issues that occurred.
Prioritized cases based on the organizational needs.
American Red Cross February 2016 – July 2016
Washington, D.C. Telecom Administrator
Provided information about products and services to customers, took and entered orders, cancelled accounts, and received detailed complaints.
Ensured that customers’ problems were corrected and changes made to their accounts.
Kept records of customers inquiries, transactions, and well as actions taken to resolve issues with devices.
Used Verizon and AT&T business portal to order mobile devices for customers.
Utilized 365 Login to take devices out of quarantine and ensured customers were able to receive emails to mobile devices and resolved any mobility issues.
Education
Year up Arlington, Virginia
Information Technology Training Certification (2016)
Coolidge High School (2010) Washington, D.C.
Technical Skills
Hardware: Extensive knowledge in installing and servicing Hewett Packet, Dell, and Lenovo ThinkPad desktop and laptops, HP printers and Cisco IT Essentials (PC software and hardware).
Software: Skills in Microsoft Office 2010 operating system (Access, Word, Excel, PowerPoint, Word); Windows XP, Windows 7 and 8, Norton Ghost; installing drivers, basic HTML, blogs, and wikis.
Support: Helpdesk (escalation and documentation on ticketing system); customer service support (email, phone, and in person).
Accomplishments/Awards
Microsoft Youth Spark Live Certification (December 2015); Year Up National Capital Region Strive to Learn Certification (October 2015); General Services Administration (GSA) Online University – IT Security Awareness Certificate of Completion and Sharing Securely in a Collaborative Environment (August 2017)
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