CAMERON

JACOBS

SR. CUSTOMER SERVICE

REPRESENTATIVE

614-***-****

ad4ajq@r.postjobfree.com

Columbus, Ohio 43227

**/**/****

RN650948

African American

CONTACT

Adaptable student with knowledge

of conflict resolution, customer

communications, and order

processing. Aiming to leverage my

abilities to successfully fill the

vacancy on your team. Frequently

praised as diligent by my peers, I can

be relied upon to help your team

achieve its goals.

CAREER OBJECTIVE

Sr Customer Service Representative

Verizon Wireless, Hilliard, Ohio

CRT

Verizon Wireless, Hilliard, Ohio

I was responsible for taken escalated phone calls and resolving issues and coming up with solutions to better help customers with their situation! And resolved issues before it reached higher level

EXPERIENCE

June 2000 - Present

Provided exceptional customer service to clients in fast-paced call center environment.

•

Identified opportunities for process improvement through regular analysis of customer complaints and requests.

•

Processed orders using various software applications including

• Salesforce CRM and Microsoft Dynamics 365 ERP.

Contributed to development of customer service protocols and best practices.

•

Leveraged excellent listening skills to understand customer needs in order to provide tailored solutions.

•

Adhered strictly to departmental guidelines related to confidentiality

• protocols when dealing with sensitive information. Demonstrated strong interpersonal communication skills while interacting with customers over the phone and in person.

•

Analyzed data relating to customer satisfaction levels to identify areas of improvement within the team.

•

Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.

•

Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.

•

Demonstrated ability to work independently under minimal supervision while meeting daily objectives and goals set by senior staff members.

•

March 2002 - September 2010

• Responded quickly to meet customer needs and resolve problems.

• Troubleshot minor problems and reported larger technical issues. Medical Assistant Diploma In Clinical Medical Assisting EDUCATION

March 1998

American School of Technology, Columbus, Ohio

SKILLS

• Appointment Booking

• Telephone Etiquette

• Inbound and Outbound Calling

• Coaching and Mentoring

• Client Engagement

• Database Maintenance

• Personalization Expertise

• Step Instructions

• Company Branding

• Customer Complaint Management

• Selling Skills

• Customer Support

• Training and Development

• Credit and Debt Card Processing

• Time Sheet Preparation

• Team Monitoring

• Complaint Resolution

• Resolving Complex Issues

• Good Communication Skills

• Customer Relations

• Answering Phones

• Goals and Performance

• System Corrections

• Information Updates

• Escalation Problem-Solving

• Issue Research

• Policy and Procedure Adherence

• Shipment Routing

• Resolving Customer Issues

• Billing Adjustments and Refunds

• Troubleshooting

References available upon request

REFERENCES

Contact this candidate