Customer Service Representative
Resume:
Dyanna Flanagan
San Antonio, TX 78219
Cell 210-***-**** 210-***-**** Message 210-***-****
Email: ****************@*****.***
Customer Service Representative
With an impressive 2-5 years record of success
providing swift resolution to customer complaints, ultimately repairing trust and winning loyalty
●Demonstrates sense of urgency in busy call center environments in both retail and telecommunication industry.
●Possess exceptional ability to build productive relationships, resolve complex issues and win customer loyalty.
●Demonstrate outstanding problem solving and active listening skills- able to diffuse difficult customer situations with tact and ease.
●Acknowledge for unwavering commitment to providing exceptional customer service.
Artech LLC
March 2021- October 2021
Unemployment Benefits
●Taking care of members calling in about their benefits.
●Communicated with member to ensure that appropriate changes were made to resolve customer’s problems or question.
●Communicated with member to assure application information was correct.
Conduent
Jul 2019-March 2021
●Assist providers with questions about either benefits or claims
●Also did other project assisting members making sure that they do get the proper benefits for the upcoming enrollment period.
Conduit Global (Verizon) Jan’2018-Jul 2019
Customer Service Representative
●Consistent exposure in communicating with customers with their queries, complaints and questions.
•Diplomatic attitude of solving customer problems.
•Inbound and Outbound calls, timely and effective resolutions to escalated problems.
●As a Customer Service executive work i was trained to deal with a wide range of issues including technical support, billing, pricing, setting up New Services, canceling existing services, and making changes to account.
●Taking care of customers calling in about their account.
●Assisting customers with changes to their account.
●Describing the different products they had available.
●Built Customer Loyalty by placing follow up calls for customers who reported product issues.
B2B Prospecting 11/04/15-12/08/15
San Antonio, TX 78219
Appointment Setter
●Set appointments for Jan-Pro a Commercial Cleaning Service
●Provided information to the DM if any questions needed to be answered
●Input all accurate information for the account manager for the appointment
Alorica 03/2/15-07/03/15
San Antonio, TX 78219
Customer Service Representative for OptumRX
●Provided customer assurance to members so they can order their medication through the mail
●Provided detailed information with members about the cost of their medications that were inquired about
●Placed orders for members so they can get their medication through the mail
Aramark
AT&T Center
San Antonio, TX 78219
Cashier
●Provide customer with excellent customer service
●Take customers order, receive and give correct change back to customers
●Communicate with customer to make sure their order is correct
Volt Workforce Solutions
3300 Sidney Brooks Rd. Bldg. 532 Ste 104
San Antonio, TX 78235
Technical Support
Established Agreement with customers about their Apple Products
●Probed and answered questions to resolve customers issue with their Apple device.
●Troubleshooting issues with Apple devices on Tier 1 scope of support guidelines
●Used ILog to properly input customer’s information and detailed notes to what was going on with customer’s device.
●Set up reservation for customers that went to Apple retail Store.
●Set up repairs in ILog data base
●Used technical support skills to resolve issues with customers through phone support
ACS
2822 General Hudnell, Suite 300
San Antonio
Customer Service Representative
●Conferred with customers by telephone to provide information about services, to take or enter orders, cancel accounts, or to obtain details of complaints.
●Communicated with customer to ensure that appropriate changes were made to resolve customer’s problems or question.
West Telemarketing
11330 W Interstate 10
San Antonio, TX
Customer Service Representative December 2009 to March 2010
Handle customer inquiries, complaints, billing questions and payment extension/service request. Manage a high-volume workload within a deadline-driven environment.
●Successfully communicated with customer situations, Majority of the calls resulted in winning back to Direct TV Cable Company with bundle packages.
●Made service changes, recommended service options and provided detailed and accurate account information to customers.
●Reviewed customer’s accounts in the retention state and made changes to be more affordable for customer.
●Cross-sell services upgrading customers on national service plans, call waiting, call forwarding, caller ID, international calling plans and phone/internet packages.
West Telemarketing
CITI SEARS PROJECT
2103 Universal City BLVD.
Universal City, TX 78148
Customer Service Representative October 2009 to May 2010
Handle customer inquiries about their CITI account such as billing questions or general questions.
●Communicated with customer to ensure that appropriate changes were made to resolve customer’s problems or question.
●Referred unresolved customer concerns to designated departments for further investigation.
●Determine charges for services on customers’ account, collect payment, or arrange for billing.
●Cross-sell services to customers upgrading their account.
Calling Solutions Inc.
2200 McCullough Ave.
San Antonio, TX
Customer Service Representative October 2007 to March 2008
Communicate with customers via telephone -concerning Verizon FIOS (Fiber Optic Cable Services).
●Conferred with customers by telephone to provide information about services, to take or enter orders, cancel accounts, or to obtain details of complaints.
●Provided detailed information on installation procedures with customer.
●Ensured appropriate time and date was scheduled for customer’s appointment of installation.
San Antonio Independent School District
141 Lavaca St
San Antonio, TX 78210
Paraprofessional Assistant Teacher August 2004 to May 2007
Assisted Special Education Teacher on a daily basis with emotionally disturbed and learning disabled students in the Life Strides Unit.
●Balance whole-group, small-group, and individual instruction to accommodate different academic levels and learning styles.
●Evaluated students’ progress through ongoing observation and assessment, Cognitive, Social, and Motor Development.
●Assisted in teaching everyday life skills with teacher to apply in everyday practices with students.
San Antonio Independent School District
141 Lavaca St., San Antonio, TX 78210
Counselor’s Assistant August 2002 to May 2004
Established rapport with teachers and parents and school-wide faculty and staff.
●Assisted counselor with diversified clerical support in document proofreading, duplication, collating, and distribution, and miscellaneous assignments.
●Organized data into the computer data-base system using Microsoft word, and other software packages.
●Communicated with counselor, teacher and parent to schedule ARD meetings.
San Antonio Independent School District
141 Lavaca St.
San Antonio, TX 78210
Substitute Teacher August 2000 - May 2001
Instructed core subjects to all grade levels in various schools located in the S.A.I.S.D school District.
●Followed instructional lesson plans that were left by the teacher for the day.
●Created an enthusiastic environment and make learning a happy journey among children
●Used excellent communication skill to deliver and present learning effectively
Computer Skills
Proficient skills in Window/Windows XP, Microsoft Office, Excel, PowerPoint, Microsoft Outlook,
And all other general office software used.
Education
Career Point Business School July 2000 to August 2000
485 Spencer Lane, San Antonio, TX . July 2004 to October 2004
St. Phillip's College, San Antonio, TX August 1999 to June 2000
Courses in plan of Bachelor Degree in Mass Communication
Sam Houston High School
4635 E. Houston Street 210-***-**** Advanced High School Diploma
May 1998
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