Customer Service Specialist

Xavier Wilkes

469-***-**** *.******@*****.***

CAREER OBJECTIVE

To bring to your organization enthusiasm, dedication, responsibility, and good work ethic, combined with a desire to utilize my skills obtained through experience in the following areas: Retail, Customer Service, Marketing and Sales. CORE COMPETENCIES

Customer Service and Sales Employee Development

Generated $45K in Annual Sales Sales Ability

Customer Service & Retention Time Management

Interpersonal Communication Corporate Policies

EXPERIENCE

Frontier Communications

Subject Matter Expert

July 2014 - Current

• Conduct observations on consultants to ensure quality customer service.

• Achieve 125% of observation goal each month.

• Selling and saving Frontier products and services. Negotiating service order requests from customers for installation, change or removal of telephone, data, and related services.

• Ability to deal with customers patiently, tactfully and efficiently.

• Full range of billing and collections duties. Discuss billing inquiries. Utilizes billing system to assist customers in a wide range of billing transactions. Collects on delinquent accounts and empowered to disconnect accounts as a result of nonpayment and to negotiate payment arrangements.

• Full range of repair resolution duties. Interfacing with customers regarding pending orders, repair requirements and repair resolution.

• I’ve trained five new hire classes with Frontier and I’ve also had the opportunity to travel and train as well.

Sales and Customer Service Specialist (7/14-7/15)

• Handled a variety of calls, from billing to payment taking, plan changes to equipment upgrades and troubleshooting, or walking our customers through a self-service digital experience.

• Provided premium customer service to current and future customers.

• Assisted in side-jack training with new hires.

• Achieved and exceeded sales goals while effective using up-selling techniques. Lowes

Shipping and Receiving

October 2013- July 2014

• Delivered products to residential customers

• Unloaded products from store trucks to docking station.

• Assisted in inventory management.

• Provided customer service on sales floor.

• Assisted employees in specific departments with product positioning on sales floor. Target

Hardline Associate

February 2013- July 2014

• Provides great customer service by making the guest feel they are in total charge

• Provided premium customer service.

• Supported cashier on a daily basis.

• Executed multiple sale techniques to close sales. Fry’s Electronics

Courtesy Associate April

2012 - February 2013

• Greeted customers, checking receipts and providing effective customer service.

• Checked the omissions and commissions of front check out, returns and exchange department of the store.

• Oversaw the security and safety of the store.

Nike

Athlete II August

2010 –February 2012

• Utilized customer service skills, basic sales techniques, and product knowledge to connect customers with the right product and drive sales

• Established a bond between consumer and brand by providing superior service and adapting brand stories to the retail setting

• Maintained knowledge of various store departments and operated cash register for regular transactions, performed shipping and receiving duties, stocked the floor, performed cleaning duties, and built visual displays when necessary

• Assisted Leads, Senior Associates, and Managers in training entry level associates

• Assisted with loss prevention efforts by providing proactive customer service EDUCATION

Collin College – McKinney, TX

June 2009 – June 2012

Associate’s Degree

Major: Business

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