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CHERYL DURHAM

*** ******** **

Anderson, SC 29624

864-***-****

ad3qtl@r.postjobfree.com

I am currently looking for a more challenging career as @ home agent.

Graduated Pendleton High School - DIPLOMA-1982

Attended Colorado Technical University Online received my Associate Degree in Accounting on 10/6/12

Previous Work History:

Conduent: 08/2021 – 11/21

Customer sales rep/ Apple

I was responsible for handling customer calls for sales purchase, setting of appointments, such items as the I phones, Mac books, and all accessories. Educating customer on the many programs that this client has to offer.. Apple care, learning sessions.

Then I was trained for Chat, online support for customer looking to make a purchase. By sending customer links to complete the sale.

Conduent: 11/21- 12/23

Customer service rep for Healthcare Medicaid state of KY.

Handled customer calling to apply for medicaid, or Marketplace coverage. Customer issue with online portal, reset passwords, or login issues. Give information on current plans, and how to reach other departments for additional benefits. Explain billing, send out 1095 forms, copy of medicaid cards. Chose plans, cost, and coverage, income limits and reapply or reinstate coverage.

SITEL CORPORATION 2/2021- 3/2021

INTUIT/TURBO TAX

I assisted customer with tax products and making sure their tax returns is done correctly before e-filing, or mailing in a return for prior years or current.

Concentrix/Apple AOS 2018/2020

I was responsible for handling customer calls for sales purchase, setting of appointments, such items as the I phones, Mac books, and all accessories. Educating customer on the many programs that this client has to offer.. Apple care, learning sessions.

Then I was trained for Chat, online support for customer looking to make a purchase. By sending customer links to complete the sale.

The last training was for post Sales,, To assist the customer after they have made their purchase. Tracking order, making sure customer payment was authorized, to make sure order will be processed. Shipping investigation, changing address, updating or cancel orders. Sending out replacements. Issued refunds.

JACOBS CHUCK MFG - 1988-1995

Assemble chucks for drill bits, tested them for accuracy, Quality checker for all components- jaws, chuck bodies, sleeves, nuts.

TELETECH/UPS - 1996-2001

Customer Service agent for UPS, worked in Billing dept for two years handle customer concerns bills, tracked packages, sending customer concerns to correct department, lost/damage items.

DIAL AMERICA - 2001-2002

Telemarketing for AOL/COMCAST CABLE

Signing customers up for additional services/coverage, or to maintain current plan for another year or a upgrade.

TELETECH/BEST BUY - 2012-current

Handle customer replacement of their cell phones. Tier 1 support out of box control troubleshooting: DVD players, blu-ray, Xbox ECT

Check and explain customer’s current protection plan on various items as above. I make sure the customer is connected to the correct dept, computing services, home theater, part store, and the local store.

Became Chat Coach - 2013-2015

Handle team chat room, answering agent question, watching aux, ath, break times. Handle Supervisor calls, and report any Tech issues. While maintaining other chat coach duties while overseeing 9 chat rooms.

TELETECH/MAGICJACK 01/03/2017-6/01/2017

Handle Tier one Technical Support for Magicjack for small business’s customer on the late night shift 1am-6am. Magicjack offers business phone lines in the USA for customer‘s looking to save money for their small business needs.

I had to explain how to set up and use the Magicjack system. I sent message to the correct department to handle customer concerns for their small business needs. Explain how to use the many products’ available to Magicjack customer, call forwarding, auto attendant, conference calls…ECT

Business Owner Tax Service’s since 1999-currently

Filing and submitting client’s individual tax return.

Learned from H&R BLOCK, M&M TAX, JACKSON & HEWITT

REFERENCES:

RICHARD WILLIS- 25 YEARS CO-WORKER JACOB’S CHUCK

MELVIN JACKSON- 40 YEARS CO-WORKER JACOB’S CHUCK

LOVE CHANDLER - 4 YEARS Team Manager CONCENTRIX

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