JOSIE PAUL-EMILE

**** * ** ***** ***.

Peoria. IL. 61604

309-***-****

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OBJECTIVE

With over two decades of experience as a Customer Service Representative in both Call Center and Work-at-Home settings, I'm confident in my ability to manage competing demands in a fast-paced environment. I am a highly organized and detail-oriented individual, and I possess excellent time management skills. I take pride in my work, and I always strive to deliver the highest level of service to my customers. I'm skilled at multitasking, navigating multiple apps quickly and accurately while maintaining excellent communication.

HIGHLIGHTS

Detail-Oriented

Excellent interpersonal skills

Ability to work independently in achieving results EXPERIENCE

Jan. 2023 – Mar. 2023 Work @ Home Remote Travel Agent BCD Meeting and Travel Chicago, IL. 60661

ad1krd@r.postjobfree.com

Search for and confirm the customer's travel reservations. Identify and optimize the online registration strategy and process. An Excel spreadsheet provides information for booking and ticketing flight itineraries through Sabre GDS. Answering attendee emails related to air travel or registration. Projects involving the entry of data into the Cvent or other registration databases. Crosschecking Excel reports ensures data integrity. Fulfill all requests for necessary regulations including DOT, TSA, passports, and visas. Also provide clients with industry information such as low fares, exchange costs, and penalties. Oct. 2022 – Dec. 2022 Work @ Home Customer Service Representative ASAP/Ameren Illinois Peoria, IL. 61604

Handled customer requests such as scheduling service initiations and terminations, meter installations/removals, gas leaks, electric outages, and other related tasks. I was responsible for securing all necessary information/documentation from customers, including medical equipment registry, medical certificates, proper identification, etc. Additionally, I ensured that customers were able to arrange satisfactory payment for company programs such as budget billing, preferred due date, automatic bill payment, etc.

Nov. 2018 – June 2022 Work @ Home Travel Consultant Supervisor Teleperformance.com /American Express Travel Campbellsville, Ky 42718 Handled customer inquiries with care by building rapport, identifying needs, and taking strategic action. Treat confidential customer information sensitively. In order to efficiently resolve issues, it is important to act strategically and promptly by utilizing desktop applications. Resolve any problems on the first call by proactively demonstrating advanced product knowledge. Having experience in GDS systems, such as Sabre for Air, Hotel, and Car rental, is essential, as well as working with leading contact center technology platforms and applications like CRM, Avaya, Cisco, NICE, Salesforce, Slack, Zoom, and others. Aug. 2018 – Nov. 2018 Work @ Home Customer Service and Technical Support Agent Support.com / Comcast Sunnyvale, Ca 94089

As a Comcast customer service representative, I adeptly managed a substantial volume of incoming and outgoing calls, effectively upselling products while meticulously addressing and resolving customer complaints. By remaining composed and poised in challenging situations, I successfully diffused volatile customer interactions. My exceptional attention to detail enabled me to accurately document, research, and ultimately resolve a wide range of customer service issues. Dec. 2016 – Apr. 2018 Work @ Home Product Agent

Concentrix / Turbo Tax Orange, CA 92865

As a customer support representative for TurboTax, my primary responsibility was to assist customers in resolving complex and technical tax issues. I provided support to customers who experienced data connectivity problems and conducted comprehensive research on various computer systems and databases to address complaints and inquiries. Moreover, I aided customers with online billing and account management, and my diligent efforts led to a 97% net promoter score, which is indicative of my ability to exceed customer expectations.

May 2014 – Mar. 2016 Work @ Home Customer Service Representative Sitel Solution Nashville, TN 37203

Effectively managed a high volume of inbound and outbound customer calls with proficiency. Successfully addressed and resolved product complaints, and demonstrated exceptional conflict resolution skills in defusing volatile customer situations calmly. Additionally, I displayed commendable attention to detail and accuracy in documenting, researching, and resolving customer service issues. EDUCATION

1984-1984 New World Travel Institute, Chicago, Illinois Computer/Travel Certificate

1983-1984 Wilbur Wright College, Chicago, Illinois Liberal Arts

1979-1983 St. Scholastica H.S. Chicago, Illinois

General Studies Diploma

REFERENCES

Available upon request

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