Customer Service Representative
Resume:
Heather Arson
Peoria, AZ *****
*******************@*****.***
Work Skills: Customer Service Experience (20+ yrs), Call Center Experienced (10+ yrs), Data Entry, 10- Key, Database Networking, Navigation and Application, Windows, Power Point, Excel and Microsoft Word Experience Very strong communication, case research, as well as problem detection and resolution. Strong identity and authentication of Account owner. Authorized to work in the US for any employer
Work Experience
Customer Service Representative/ POC support
Valor Global-Phoenix, AZ
October 2023 to September 2024
Inbound calls regarding state benefits, provided information, verified documents, provided instructions and guidance to other team members.
Customer Service Representative
Valor Global-Phoenix, AZ
April 2023 to October 2023
inbound calls in regard to Arizona state taxes, provided account balance and tax status. Authorizer
Fidelity National Home Warranty-Phoenix, AZ
November 2022 to February 2023
Took inbound calls from homeowners and technicians, provided coverage information, gathered work order details to make a fair and accurate coverer age decision based on member contract, Placed orders for equipment and parts needed for repairs, continued to inform and assist to job completion.
Authorizer
American Home Shield Call Center-Phoenix, AZ
November 2021 to October 2022
Inbound authorizer for HVAC Plumbing,Appliances,Electrical etc Advisor
Work from Home
August 2018 to September 2021
Work from Home iOS T2 and Mac T2
• Assisting Apple Care customers; working with iPhone, i Mac, iTunes, and other various iOS devices and products.
• Solving technical and carrier issues with customers for various Apple products
• Logging, documenting, and providing customers with requested information
• Maintaining a personalized rapport during the entirety of the interaction with customers
• Mentoring new hires on their first calls
Team Lead/Lead Trainer
Circle K
February 2014 to July 2017
· Supervised other workers when on shift
· Emergency contact for other employees
· Training new employees
· Created the training manuals for the store
· Verified everyone’s work was completed
· Created the duty list for the shift
Service
Pace - Technical Support for AT&T Phone, Internet, and Cable May 2014 to October 2014
• Taking inbound calls to assist customers with technical issues
• Assisted customers in the installation and or repair of AT&T U-Verse equipment
• Educated customers on trouble shooting steps and preventative measures Customer Service Representative
Walmart Super Center
May 2010 to April 2011
• Face paced face to face customer service
• Product display, pricing, and shelf arrangement
• Cash handling,
• Customer problem-solving
Customer Service Representative
Vangent/General Dynamics Information Technology (GDIT) National Passport Information Center July 2007 to November 2009
· Received inbound calls from customers to help with the application process
· Provided information regarding procedures, regulations for obtaining, and renewing passport documentation for international travels
· Scheduled appointments and referred customers to local or regional agencies and resources Supervisory Claims Customer Service Rep
Centers for Medicare & Medicaid Services (CMS)
May 2006 to July 2007
· Provide feedback and training to tier 1/2 CSRs on proper phone skills
· If caller asks for a supervisor, I receive transferred call from tier 1/2 CSR reps
· High knowledge of CMS training material and standard operating procedures
· Ability to calm upset/angry callers to receive pertinent information
· Remain focused and ask precise probing questions
· Direct the CSR toward providing their callers’ next step(s), if necessary Education
Education GED
Glendale Community College Modesto Junior College
May 1996 to May 1996
Skills
• Work Skills: Customer Service Experience (20+ yrs), Call Center Experienced (10+ yrs), Data Entry, 10-Key, Database Networking, Navigation and Application, Windows, Power Point, Excel and Microsoft Word Experience
• Android (10+ years)
• Mac OS (3 years)
• Technical support (4 years)
• iOS (3 years)
• Network support (3 years)
• Excellent people skills (10+ years)
• Help desk (3 years)
• Operating systems (3 years)
• Customer service
• Microsoft Office
• Microsoft Windows Server
Languages
• English - Expert
Certifications and Licenses
Food Handler Certification
Assessments
Customer focus & orientation — Proficient
September 2021
Responding to customer situations with sensitivity Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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