Customer Service Call Center

Kathleen Wynn

908-***-**** ***************@*******.*** Somerville, New Jersey

SUMMARY

Customer Service professional with 36 years of experience, adept at resolving product and service issues, maintaining customer records, and analyzing customer needs. Proven success in implementing call center procedures, building computer networks, and providing technical support. Excels in communication, problem- solving, and technology proficiency. Eagerly seeking to leverage these skills, experiences, and accomplishments in a new Customer Service role.

WORK EXPERIENCE

Road runner Flemington nj

Customer service/dispatch Oct 2022 - Present

Senior Lead Customer Service Rep. Responsibilities: * Answer calls and emails * Handle customer inquiries and complaints * Provide information about our products and services * Document and update customer records based on interactions * Ensure all jobs are entered accurately and professionally * Must follow up and ensure all jobs are completed and customers updated timely * Managing truck drivers’ routes * Providing repair details to customers * Reviewing logs of truck drivers Training of new hires All Pets Vet Hospital Bridgewater, NJ

Computer Consultant Jan 1999 - Present

Designed computer network; built wiring for computer access Built network server to store client’s information Connected Ultrasound machines, blood work machines, laparoscopy and surgery room, all printers and connectivity of all computers & surgical equipment to the network Upgraded network and software

NRP Direct New Providence NJRemote

Customer Service/Sales support Jan 2021 - Oct 2022 Attracted potential customers by answering product and service questions, suggesting information about other products and services

Opened customer accounts by recording account information Maintained customer records by updating account information Resolved product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best way to resolve the problem, and expediting the correction of adjustment and following up with the resolution

Recommended potential products or services to management by collecting customer information and analyzing customer needs

PayLock, IPT

Tier 2 Escalation Specialist Jan 2014 - Aug 2020

Handled inbound calls as call center agents, resolved customer issues completely and completed any follow- up actions

Provided feedback/recommendations on call center procedure to improve existing processes Led, motivated & gave instructions to a workgroup

Shoprite Somerville, NJ

Customer Service Jan 2009 - Apr 2020

Handled all aspects of customer requests, returns, and any problems associated with customer issues Mid Jersey Endodontic Group Somerville, NJ

Receptionist/Admin Jan 2009 - Jan 2013

Greeted patients, answered phones, made appointments, handled billing and payments Imported emailed x-rays into patient’s files

Called dentists for updated information on patients Sent referring dentist updated information after transcribing Drs notes Marquis Who's Who New Providence, NJ

Sales Support Coordinator Jan 2007 - Jan 2010

Input and tracked Sales/Customer Service requests for publications Acted as liaison between the Sales and Art department Overseen and implemented conversion Access database to ACT! database for the Sales department and trained staff

Tracked and reported totals & percentages of sold publications to Customer Service Manager on a weekly basis

Tracked Web subscriptions; communicated issues concerning subscriptions to Sales Reps Ordered and tracked input using Enterprise 8.2 FUSE Software About Our Town Piscataway, NJ

Sales & Advertising Coordinator Jan 2006 - Jan 2007 Input Sales leads for Sales Reps

Tracked distribution and delivery of publication

Made cold calls to possible advertisers

Handled billing and administrative duties

ATT/NCR National Systems Support Center

Technical Manager II Call Center Support Jan 1987 - Jan 2004 Fielded calls relating to ATT products, networks, and services; troubleshooted & resolved technical issues; provided online technical support for all corporate employees Served as Sr. Site Technical Mgr, Technical Team Member Served as Lead Technician and SME in PDS for incoming Technicians Provided executive support for Directors/Presidents and VPs for Palm Pilots and Blackberry Handhelds, and all software and peripherals

Mentored Job core students on work study

Provided onsite technical support for the Desktop Central for the United States Served as Systems Support Analyst for the FAA/OATS Contract Diagnosed and resolved issues related to the OATS solution EDUCATION

Xincon Technology Training Institute Jan 2000

Cisco Router Certification San Francisco, CA Jan 1993 Somerset County College

A.A.S., Computer Science

Jan 1983

SKILLS

• Ghost Patch Remediation • Windows XP • Palm Pilot

• Adobe Photoshop • Microsoft Office 2000 • Blackberry

• MS Project • Windows Vista • AIO Remote Tool

• Graphics Programs • Tivoli Remote Tool • FuSe 8.2 Enterprise Software

• McAfee • Norton Anti-Virus • Microsoft Office 2003

• ACT! Database software • Windows 7 • Microsoft Office 2007

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