Customer Service Representative
Resume:
Susan Woodson
Bowie, Maryland
*******@***.***
Objective: My objective is to seek professional employment in customer service to include patient care coordinator, contact management, bill collection and customer care representation.
Summary: -Polished and dependable professional customer service representative offering over 25 years of experience providing customer support in various busy call center environments.
-Effective communication skills
-Strong commitment to customer service with excellent communication skills to resolve complex customer issues.
-Proven relationship building skills to include the ability to listen attentively, use tact and diplomacy when performing duties, especially bill collection.
-Successful skills in educating the public on energy services, billing systems, and telephone plans.
Expertise: -Complaint Handling/Dispute Resolution Customer Service Representative
-Trainer/Mentor
-Accounts receivable
-Data entry
-Multi-line phone systems
-Bill Collection
Work Experience:
August 2018 - Present Customer Service/Receptionist
Class Produce Jessup, Maryland
Provide excellent customer care to every customer, every call
Keying orders into system, printing and editing orders
Assist sales staff with their daily workload & cover for sales staff when they are out of the office or on sales calls
Run and update inventory and pricing reports
Interface with warehouse, operations and sales personnel
Interface with product purchasing staff
Assist in tracking the profitability of accounts Prepares adjustments on accounts and submits for approval. Processes requests for final bills while ensuring that the company is in compliance. Exhibits positive action in representing class produce in making final determinations on the customer’s inquiry or problem.
June 2017 – February 2018 Customer Service
Ashlin Management Washington, DC
-Answering incoming calls from Consumers, Employees, Employers, Brokers, to assist with enrolling into health care (affordable care act). Answering and assisting with billing questions assisting with password resets, question and answer resets, assisted and unassisted applications. Substantive knowledge of analytical and evaluative methods and techniques.
November 2013-June 2017 Preplanning Advisor
Fort Lincoln Cemetery Fort Lincoln, Maryland
-In a home sales presentation
-Help customers by assisting them with making decision about the planning of their Cemetery Property needs in advance of their time of need. Also entering each lead in Sales force and every contract entered in HMIS.
February 2008-November 2012 Customer Service
Coordinator Eagle Publishing Washington, DC·
-Managed a high volume workload answering inbound calls for Book Club, Regnery, Human
Events, F&S.
-Assisted with overflow calls as needed.
-Placed orders, answered emails, reviewed incoming letters, and billing questions.
-Assisted customers with products and services.
-Interacted with customers for various matters.
-Worked extremely well under high intense pressure.
-Handled customer inquiries, complaints, billing questions and payment extension/service requests.
-Interfaced daily with internal partners in the accounting, field services, new business, operations and consumer affairs divisions.
-Managed a high-volume workload within a deadline-driven environment.
-Resolved an average of 250 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
Accomplishments: Officially recognized as employee of month several times for dependability and focused customer service in performance evaluations; consistently met performance quotas and recognized as highest inbound call center producer.
June 2004-November 2007 Customer Service Specialist
MX Energy Annapolis Junction, MD·
-Answered input customer calls
-Make outbound calls as needed
-Educated public about home energy options
-Used consultative sales to enroll customers
-Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors.
-Provided quotes and executed policy changes.
-Used consultative selling techniques to provide leads for telesales personnel.
-Assisted customers with billing or service issues and follow-up for complete resolution.
Accomplishments: Chosen by department director to be part of new Safari accounts team; Employee of the Month (2005); and Awards for top sales and excellent attendance.
May 2003-June 2004 Reservation Specialist Carey Limo Services Washington, DC
-Answered incoming client calls
-Scheduled nationwide reservations for limousine and pick up service
-Resolved customer issues
-Peer Trainer assisting new employees with reservation booking and client call handling
April 2001-May 2003 Customer Service Rep
Ford Credit Customer Service Columbia, MD·
-Called customers with outstanding balances on accounts
-Explained and negotiated payment arrangements
-Helped customers with understanding their bills, etc.
-Made outbound customer calls
-Assisted customers with billing questions and issues
-Secured commitments for payment
-Data entry into OS/2 database
Accomplishments: Awards for giving most extension to customers to help them get back on track.
Jan 1997-April 2001 Customer Service Rep
Verizon Wireless Laurel, MD
-Answered incoming customer calls for cellular service
-Assisted with billing inquiries and issue resolution
-Used consultative sales to upgrade or downgrade customer cellular services
-Won customer loyalty and helped them use the right price plan that fit their needs
-Processed and posted payments to accounts.
One Point Communications
Feb 1994-Jan 1997 Customer Service Rep/ Front desk payment Largo, MD
-Greeting walk in Customers and assisting with making payments. Calmed angry customers down and maintained them as customer. Managed Multi-phone system and directing calls to the appropriate departments. Processed and distributed all out going and incoming mail. Processed and posted customers payments to customers cable and telephone accounts. Handle customer service over flow calls.
Education: Diploma Bowie Senior High School
Skills, Abilities, and Knowledge:
-MS Word, Excel, Powerpoint, and Outlook
-Basic Quattro ProACD
-Customer Service Expert
-Strong attention to detail
-Ability to type 60 WPM
-Call Center Service Operations Expert
-Exceptional Oral Communication Skills
-Complaint Handling/Dispute Resolution
-Effective Problem Solver
-Data Entry/Records Management Expert
-Multiline Phone Use Expert
-Written communication Skills
References: Available upon request
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