Customer Service Data Entry
Resume:
Raashad Wilkes
******************@*****.***
OBJECTIVE
Motivated individual with skills in personnel management and interpersonal communication and experience in customer service and conflict resolution seeking the role of Customer Service Supervisor with the company. Also I would like to utilize my years of experience as a chef to make dishes, managerial skills in the field of culinary by being trained by other chefs and cooks.
PROFESSIONAL PROFILE
●Solution-oriented and versatile professional offering solid business operations
●Ability to prioritize and remain focused on the essence of an issue
●Experienced in problem solving and providing solutions
●Unique ability to communicate with people from diverse professional
●Skilled at learning new concepts quickly while working well under pressure
PROFESSIONAL EXPERIENCE
Convergys - H&R Block - Tampa, FL
11/2018-02/2020- Temp
Inbound Customer Service Representative/Technical Support
●Explain federal and state tax laws to individuals and companies.
●Check data input or verify totals on forms prepared by others to detect errors in arithmetic, data entry, or procedures.
●Answer user inquiries regarding computer software or hardware operation to resolve problems
●Enter commands and observe system functioning to verify correct operations and detect errors
●Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Streetlinks/Assurant Solutions - Tampa, FL
04/2017-05/2018 - Temp
Status Processing Specialist
●Answer questions and advise customers regarding loans and transactions
●Prepare and type loan applications, closing documents, legal documents, letters, forms, government notices, and checks, using computers
●Review customer accounts to determine whether payments are made on time and that other loan terms are being followed.
●Establish credit limits and grant extensions of credit on overdue accounts.
●Contact credit bureaus, employers, and other sources to check applicants' credit and personal references.
AT&T/Sykes Enterprises - Lakeland, FL
01/2014-03/2017 - Full Time
Trusted Advisor
●Answered customer’s calls to help with billing, technical, upgrade needs, payments, payment arrangements, etc.
●Validate accounts with correct information
●Transfer calls to various department when needed
●Receive positive feedback from customers via surveys that were tracked by my immediate manager as well as AT&T
●Customers rated my service on three different levels: Willingness to recommend, Net Representative Satisfaction, and First call resolution
Assistant Team Lead/Floor Support
●Answered questions from the Trusted advisors
●Take the escalations to find a resolution to their issue
●Walk the Trusted Advisors through the calls to help them with the behaviors that would allow them to get high scored feedback from the customers
●Documented coaching showing whether or not the trusted advisor displayed or didn’t display the behavior that was needed
Team Lead/Team Manager
●Managed 20 trusted advisors by having 1-on-1 session each week to demonstrate what planned behavior will help them get the high scored feedback from the customers
●Did skill transfers which is having the trusted advisor demonstrate through repetitive practice of the behavior in order to gain understanding and commitment that they would display said behavior on every call going forward
●Praised trusted advisors when they displayed said behaviors
●Documented coaching showing whether or not the trusted advisor displayed or didn’t display the behavior that was needed
●Coached on how to drive the customer experience through various behaviors
Verizon Communications/One Touch Direct - Tampa, FL
02/2013-10/2013 - Full Time
Telephone Sales Representative
●Answered calls from customers who had questions about their bills
●Secure accounts with correct information
●Marketed the benefits of upgrading to a higher bundle to save money
●Marketed any additional services that customers didn’t have to value to current services
●Set up installation dates and times
●Transfer calls to different departments
●Connect irate customer to supervisors
EDUCATION
June 2012
George S. Middleton Senior High School
Tampa, FL
Studied Culinary Arts 2010-2012
North Technical Trade School
St. Louis, MO
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