Customer Service Representative
Resume:
Main: 313-***-****
Warren, MI
********@*****.***
Antoinette Smith
CUSTOMER SERVICE REPRESENTATIVE
Objective
A diligent and personable customer service representative seeking a position in which my communication skills for over 30 years, combined with my problem-solving skills, can be useful in serving customers. Capable of handling multiple tasks in a fast- paced environment. Able to keep customers happy and smiling while resolving their issues in the shortest time possible.
Education
2015-2020
Baker College, Mount Clemens & Allen Park, MI
Bachelor of Science in Human Services
2012-2017
Marygrove College, Detroit, MI
Courses in Bachelor of Social Work Program
2009-2017
Baker College, Mount Clemens & Allen Park, MI
Courses in Certification in Child Welfare
2008-2015
Baker College, Allen Park, MI
Human Services Associate Degree
1981
Detroit Institute of Commerce, Detroit, MI
Clerical Certificate
1975-1978
Cass Technical High School, Detroit, MI
High School Diploma – Human Services Curriculum
Honors and awards
2020
President’s Award – Baker College
Received award for GPA (3.4).
1991-1992
Top Seller Award – AT&T
Call Center/Repair Representative with top sales in lead lines contest. Awarded a trip to Bahamas. Increased the company profits due to multiple referrals.
Experience
12/2018-Present
Customer Service Representative (Seasonal)
H&R Block, Warren, MI
Scheduled and confirmed clients' appointments.
Advised clients of special offers that would benefit them.
Calculated earnings for the day.
Filed papers and tidied the office.
05/2021-07/2022
Counselor (Remote)
State of Michigan, Detroit, MI
Performed initial evaluations of client needs upon receiving a call to gambling addiction hotline to develop customized treatment plans.
Provided individuals with the resources they need to reach personal goals.
Monitored client progress and modified their treatment plans as needed.
Educated staff and clients on stress and trauma coping mechanisms.
Coordinated with social and medical agencies, healthcare providers and community outreach programs to provide clients with needed services.
04/1979-04/2009
Customer Service Representative (Retired)
AT&T, Detroit, MI
Ensured customer satisfaction and provided professional customer support.
Maintained a positive, empathetic, and professional attitude toward customers while responding promptly to customer inquiries or resolving complaints.
Communicated with customers through various channels.
Aided customers with scheduling appointments for repair services.
Processed orders, forms, applications, and requests.
Assisted in dispatching tickets to technicians.
Calculated repair bills/ assisted with billing arrangements.
Generated cable tickets/informed hospitals, local schools, and businesses of cable outages.
Kept records of customer interactions, transactions, comments, and complaints.
Sold products to the customer.
Informed customers of money-saving features to reduce their monthly bill.
Communicated and coordinated with colleagues as necessary.
Provided feedback on the efficiency of the customer service process.
Managed a team of junior customer service representatives.
Internships
9/2014-4/2015
Undergraduate Intern Appointment (Baker College)
Glory Counseling, Detroit, MI
Aided with intake of clients seeking to make appointments with the therapist.
Informed clients of services offered, and what may best suit them.
Accompanied young girls for the "Positive Image" weekend program for inner city young teen and pre-teen girls struggling with personal issues.
Helped with activities.
9/2013-4/2014
Undergraduate Intern Appointment (Baker College)
Matrix Human Services, Detroit, MI
Supported with intake of runaway teen girls in Off the Streets Department.
Assisted with after-school homework and weekend activities.
Cooked lunch and dinner.
Professional Training
2012-2015
American Red Cross, Detroit, MI
Certified Nursing Assistant/Home Health Care Certificate
Missing Links Certificate - Located and connected families of War-torn areas in Iraq & Holocaust victims; dispersed documents in Metropolitan Detroit.
Community service
1979-Present
American Red Cross, Detroit, MI
Donated blood.
Answered phones for those in need of shelter.
Went to homes to inform refugees of monetary assistance.
2014-2019
Renaissance Unity Church, Warren, MI
Participated in church activities for youth, seniors, and the homeless.
2013-2015
John D. Dingell VA Medical Center, Detroit, MI
Hospital Transporter
Languages
English
Native language
Soft Skills
Collaborative, Honesty, Patience, Empathy
Cultural Awareness, Time Management, Active Listening
Contact this candidate