Customer Service Tier 1
Resume:
E-MAIL ********@*******.***
ROSE MARIE ANDREWS
OBJECTIVE
To match my experience and dedication to the needs of the company
EDUCATION
September 1983 – May 1987 John L Leflore High School Mobile, AL
August 1987 – May 1989 Kentucky State University Frankfort, KY
MILITARY EXPERIENCE
October 1990 – October 1994 United States Army Ft Sill, OK
Equipment Parts and Records Specialist
Dispatched vehicles, balanced checkbooks, Ordered, shipped, received and issued parts
Inventory control and tracked man hours, Opened and closed work orders
PROFESSIONAL EXPERIENCE
June 2015 – Present TeleVox Mobile, AL
Client Intake Specialist
Provide Tier 1 support and resolution to basic client inquires and escalate any requests that are outside the scope of responsibility, ensuring adherence to department and corporate policies and procedures
Serve as the initial point of contact for all incoming client inquiries, ensuring all calls are thoroughly and accurately documented
Resolve tier 1 technical or financial contract concerns or questions for assigned clients in an accurate and timely manner
Review technical questions from clients, to include a complete review of the issues, troubleshooting, problem resolution, and communication to appropriate stakeholders.
Accurately respond to technical questions delivered by clients and maintain detailed notes in customer database, ensuring to escalate request outside scope of responsibility to supervisor
Exercise exceptional customer service skills in an effort to optimize each contact with the client
May 2010 – March 2015 Signuis Communication Mobile, AL
Customer Service Rep/Supervisor
Answered incoming calls and take messages in a timely manner
Dispatched emergency calls to on call technicians
Train new hires on phone system and procedures, Handle Customer Complaints
Calculated Man hours for payroll on excel spreadsheet
Created Schedule for employees for the week, Monitored and scored employee calls
Ran Monthly stats on employees to keep track of their performance
Supervised up to 20 employees
July 2009 – November 2009 Express Staffing Mobile, AL
Customer Service Rep
Answered incoming calls on behalf of major hospitals regarding customer accounts
Taken credit card payments, insurance information, and setup payment arrangements
Made outbound collections calls to customers regarding their hospital account
July 2007 – June 2008 Norton Lilly Ship Services Mobile, AL
Ship Service Revenue Analyst
Provide daily accounting support for Shipping Agencies throughout the USA
Sort and Process revenue from agency invoices
Examine and return incorrect agency invoices to Shipping Agencies
Provide monthly Excel Report to Shipping Agencies of Revenue earned
Provide Weekly Excel Report tracking errors that were sent in by Shipping Agency
November 2006 – July 2007 Sears Teleservice Mobile, AL
Customer Relations Representative
Provide inbound customer support, Processed orders
Giving customer order status with UPS and US Postal Service
Resolving customer complaints and issues in a timely manner
March 2006 – July 2006 Kelly Services Mobile, AL
Check Processor
Answered incoming calls, Processed and mailed checks to insured
Kept track of checks through spreadsheets, Worked in file room
November 2005 – February 2006 Pilot Catastrophe Mobile, AL
Department Manager
Managed the processing of advances and stop payment on hurricane insurance claims
Supervised up to 50 employees
Kept track of employees hours worked
Handle Department of Insurance complaints
Handle Complaints from lawyers, FEMA, and irate customers
September 2005 – November 2005 AL Employment Mobile, AL
Team Lead
Answered incoming calls, Processed advances and stop payment on insurance claims
Supervised up to 50 employees, Kept track of employees hours worked
Special Skills: Microsoft Word, Excel and Outlook References: Available upon Request
Dear Sir or Madam,
I am writing you in hopes to obtain a position in your company. I’m dedicated, customer-focused administrative professional. I can offer significant experience in a self-directed position requiring effective support, secretarial and administrative abilities. I have proven interpersonal, communications and multi-tasking skills. I am an adaptable team player whose willingness to learn and teach newly acquired skills can be a great asset to your company.
My dedication and drive to be the best would be a great asset. I truly believe that performing a service is not an interruption of our work. It is the purpose of it. Also, I believe we are not doing people a favor by serving them but that we exist because of them. Now, I didn’t create these words of wisdom but these are the words I live by.
My cover letter and Resume only highlights my experience but an interview will surely reinforce that I am the right person for a position in your company. I would like to thank you in advance for your consideration.
Respectfully,
Rose M. Andrews
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