Customer Service Representative
Resume:
Cassandra Trammell
Oxon Hill, MD
*****.**@*****.***
Work Experience
Client Service Representative
H&r Block Tax Svc - Oxon Hill, MD
December 2022 to April 2023
Conducted face to face client interviews to identify needs Communicated effectively with clients in person and via telephone through inbound and outbound calls Responded to a high volume of incoming calls while hand5in person inquiries from both clients and colleagues
Collaborated we ith Taxpayers and Tax Pros to do research Served client with diverse tax needs
Demonstrated a pleasant and professional attitude in a work environment Maintained confidential client and business information effectively Successfully executed detailed-oriented tasks by deadline Utilized Bloc pay to receive payments
Utilized appointment manager to schedule appointments Scanned documents
Consultant/Customer Service
Verizon Communications - Silver Spring, MD
August 2000 to September 2016
Handled a high volume of inbound customer calls
Was responsible for providing high quality customer service on calls that were generally routine and sometimes unique in nature
Provided customer service transactions, including but not limited to equipment, call handling, billing, service and equipment inquiries along with other customer transactions Managed customer relationships by performing the full range of customer service functions Used negotiation and problem-solving skills to resolve customer concerns Identified and assessed customer needs based on interactions Reviewed all customer account information while on calls to identify and match customers needs with the appropriate product or service (Upgrades, adding a line, billing correction) Consultant/Business Inquiry Rep
AT&T - Oxon Hill, MD
June 1983 to July 2000
Applied the appropriate policy or regulation and analyzed the information provided by agencies Handled a high volume of inbound and outbound customer calls Responded to and answered customer client request or inquiries concerning services, products, billing, equipment, claims and reports problem areas.
Worked in one or multiple questions/skills skill set over various customer contact channels Was responsible for improving customer retention through programs and provided to the customer Utilized mechanized systems to initiate and complete service orders and Handled customer request Continually maintained working knowledge of all company products, services and promotions Made recommendations according to customers needs on features,accessories upgrades and rate plans Utilized operational systems to process purchases of AT&T products services and collection payments Performed other duties as required for wireless billing and accessories Education
Some college in Special Education
University of Maryland-College Park - College Park, MD August 1973 to December 1976
Skills
• Special Education
• Tax Experience
• Special Needs
Additional Information
Additional computer skills
Microsoft office Suite
MS Word
Excel
Access Power Point
Word Perfect
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