Call Center Social Media

Shanica Frazier

Cincinnati, OH 513-***-**** *****************@*****.***

Experience

SORTA/Metro/Access: Call Center Agent 2013-Present

Responds to a high volume of telephone, electronic and written inquiries regarding schedule information, transfer routes, fare information, etc.

Respond to complaints, suggestions, and/ or inquiries received by phone, mail social media, or e-mail from customers or public concerning company services.

Assure COM, the customer service complaint software, is accurate and up to date.

Schedule Access paratransit bus trips for ADA customers

Answer calls & transfer calls to other departments/people when needed.

Email, fax, scan and copy documents to the appropriate department/people as needed.

McDonald’s: Opener/Closer 2010-2014

Front cashier

Drive thru window cashier

Food prep

Oversight of the drink station

Work fry station

Today’s Staffing: Mail Sorter 2005-2010

Sorted mail for payments made out to the IRS.

Audited cash to ensure accuracy.

Delivered cash & checks with high dollar amounts to the banker.

Made sure all payments had the correct filing forms.

Delivered payments to the processing department.

Internship: City Of Flint Michigan: Receptionist 2005-2005

Answered incoming calls & transferred accordingly.

Copied & distributed internal communications.

Prepared the conference room for meetings.

Scheduled and confirmed conference calls.

EducationUrban League of Greater Cincinnati 2009

Trade: Accelerated Call Center Education/Call Center Education Program

Flint Genesee Job Corps Center 2005

Trade: Business Technologies Office Assistant

Woodward High School 2004

High School Diploma

Honors & Achievements

SORTA/Metro/Access: Bronze Key Award 2023

SORTA/Metro/Access: Bronze Key Award 2023

Who’s Who Among American High School Students 2002-2004

Jobs for Cincinnati Graduates 2003-2004

Skills & Abilities

Effective Communication Skills

Knowledge Retention

Ability to Handle Pressure

Speed and Efficiency

Creative Problem Solving

Emotional Stability

Empathy

References: Available Upon Request

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