Customer Service Services Specialist

Kiana Ragland

*.************@*****.***

347-***-**** (mobile)

Professional Customer Services Specialist

Apple Inc.

November 2015 -Current

· Responsible for improving customer retention through programs and service provided to the customer ·

Utilizes mechanized systems to initiate and complete service orders and handle customer requests ·

Continually maintain working knowledge of all company products, services and promotions · Make

recommendations according to customer's needs on features, accessories, upgrades and rate plans ·

Utilize operational systems to process purchases of Apple products and services; i.e. collections,

payments for bills and accessories products, features, equipment and accessories · Responsible for

credit/inbound and outbound collections, activations,, E-services, revenue, fraud, business and

technical/roaming support inquiries •Excellent team coaching, training, facilitation and development

skills •Excellent oral and written communication, including presentation skills •Excellent customer

service skills •PC literate, including Microsoft Office products •Analytical and interpretive skills

•Excellent interpersonal skills •Excellent negotiation skills •Ability to work in a team environment

•Ability to meet or exceed Performances

Customer Service Team Manager

AT&T

March 2007- Novemeber 2015

Memphis, Tennessee

Deliver service and support to end-users using and operating automated call distribution phone software,

via remote connection or over the Internet; • Interact with customers to provide and process information in

response to inquiries, concerns, and requests about products and services; • Gather customer’s

information and determine the issue by evaluating and analyzing the symptoms; • Diagnose and resolve

technical hardware and software issues involving internet connectivity, email clients Proper phone

etiquette; • Ability to speak and write clearly and accurately; • Demonstrated proficiency in typing and

grammar; • Knowledge of relevant software computer applications and equipment; • Knowledge of

customer service principles and practices; • Effective listening skills; • Willingness to cooperate with

others and work to the greater good

Motivate and encourage agents through positive communication and feedback

Meet at least once each week with your team. At a minimum, review the following topics:

Review the past week's events, including statistics, results and industry news.

Disseminate new product information to the agents.

Present commendations and awards.

Communicate company information.

Perform at least one monitoring evaluation with each agent every two weeks

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