Customer Service Representative
Resume:
Mariam Sneed
Customer Service Representive & Sytlist
Cocoa, FL 32922
***********@*****.***
Dedicated customer service representative with 20 years of experience combining management and customer service expertise in call center and customer service postions. Looking for a position as customer service representative in a fast growth company.
#readytowork
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
Charter Communictions - Rochester, NY
April 2023 to February 2024
• Promptly handled an average of 80 customer inquiries and complaints per day with a 96% customer satisfaction rate
• Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers
• Documented customer interactions to reduce on-boarding time by 15% when new customer service representatives interact with customers
• Maintained up-to-date customer records in HubSpot CRM while interacting with customers across email, phone, and social media
• Increased average customer order size for new customers by 14% by understanding needs Customer Service Representative
Navient - Rochester, NY
May 2020 to January 2021
Assisting claimants with their unemployment claims. Update info,research, Providing with claim info
Claims Adjuster
State Farm - Orlando, FL
September 2018 to December 2019
Investigates insurance claims by interviewing the claimant and witnesses, consulting police and hospital records, and inspecting property damage to determine the extent of the company's liability.[ Customer Service Representative
Alorica Verizon Call Center - Kennesaw, GA
October 2018 to September 2019
Assisting customers with their Verizon accounts.. Assist with making payments, trouble shooting issues. Assist with any problems or questions they may have about their Verizon account. Customer Service Rep, Live Chat Rep
Adecco - Merritt Island, FL
August 2015 to September 2018
Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Check to ensure that appropriate changes were made to resolve customers' problems. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Consumer Engagement Specialist
EviCore Healthcare - Melbourne, FL
August 2015 to May 2018
Processing authorization for patients for procedures ordered by Doctors. Processing billing.Assisting patients with locating facilities they are able to get procedures done at for a lower cost. International Care Rep, Live Chat Rep,Collections
AT&T - Ocala, FL
January 2013 to July 2015
Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.
Provide services to customers, such as order placement or account information. Establish work procedures or schedules and keep track of the daily work of clerical staff.
Pharmacy Help Desk Rep
Connextions - Orlando, FL
June 2009 to November 2012
Use computers for various applications, such as database management or word processing.
Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.
Locate and attach appropriate files to incoming correspondence requiring replies. Provide services to customers, such as order placement or account information. Customer Service Rep, Collections
ICM - Orlando, FL
January 2005 to March 2009
Check to ensure that appropriate changes were made to resolve customers' problems. Determine charges for services requested, collect deposits or payments, or arrange for billing. Refer unresolved customer grievances to designated departments for further investigation.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
Long Distance Operator
Amnex - Orlando, FL
February 2000 to November 2004
Observe signal lights on switchboards, and dial or press buttons to make connections. Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls. Provide assistance for customers with special billing requests. Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
Perform clerical duties such as typing, proofreading, and sorting mail. Consult charts to determine charges for pay-telephone calls, requesting coin deposits for calls as necessary.
Interrupt busy lines if an emergency warrants.
Provide relay service for hearing-impaired users.
Update directory information.
Keep records of calls placed and received, and of related toll charges. Education
High School Diploma in general
Boone High School - Orlando, FL
May 1997
Skills
• microsoft (9 years)
• Excel (10+ years)
• Customer Service
• Call Center
• CSR
• Customer Care
• Customer Support
• Data Entry
• Sales Experience
• Phone Etiquette
• Live Chat
• Order Entry
• Help Desk
• Clerical Experience
• Proofreading
• Computer Operation
• Microsoft Outlook
• Word Processing
• Sales
• Communication skills
• Customer service
• Communication skills
• Customer service
• Organizational skills
Additional Information
Skills
Clerical Judgment and Decision Making
Critical Thinking Instructing
Writing Computers and Electronics
Active Learning Communications and Media
Time Management Troubleshooting
Complex Problem Solving
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