Customer Service Representative
Resume:
Alena F. Ferguson
*************@*****.***
Summary:
Diligent, detail-oriented and client-focused customer service professional with 10+ years’ experience in customer service and call center environment. Excellent communications and interpersonal skills when speaking with customers or responding to customer queries and concerns. Looking to expand my skills and knowledge in the customer service/administrative support sector.
Work Experience:
Fanduel-Jersey City, NJ
Appleone (Fanduel) Princeton, NJ
Supervisor (3/2019-Present)
Customer Service Representative (3/2019-5/2019)
Exhibits exceptional team leadership skills by assisting newly hired team members
Provides on floor support for to newly hired team members
Provides extensive internal as well as external customer service to account holders
Handled inbound/outbound calls
Outbound promo project
Signed up to become a mentor (mentor project)
Conduent – Secaucus, NJ
Benefits Admin. Senior Associate (10/2015-12/2018)
On Floor Supervisor
Exhibits exceptional team leadership skills by assisting newly hired team members
Provides extensive internal as well as external customer service to both account holders and leadership team from supporting departments
Handles inbound and outbound calls for all skills within the Benefit Wallet umbrella (HSA, FSA, DCAP, HRA, HIA, Transit, MSA)
On Floor Supervisor - Assist with all site escalated issues which include Tempe and Secaucus call centers
Provides on floor support for BAU, project based agents and ramp up team.
AST Fund Solutions – Ridgefield Park, NJ
Reports Department (11/2014 – 6/2015)
Team Leader/Supervisor (8/2014-11/2014)
Call Center Representative (8/2013-11/2013)
Exhibited exceptional team leadership capabilities as an evening supervisor
Provided extensive customer service by phone or face-to-face
Performed and maintained systematic data entry of all information
Handled inbound/outbound calls regarding investments
Created and filed p.m. department shift reports
Ran report requests via e-mail and internally
Provided agents with weekly reports regarding voting percentages, calls per shift, and quality assurance scores
The Star Ledger- Newark, NJ
Customer Service Representative (8/2008-10/2009)
Provide extensive customer service in inbound/outbound call center
Secured and registered customers for new subscriptions via phone
Catered to customer needs, which halted cancellation of customer subscriptions
Offered promotions and other services to customers resulting in retention of client base
Silogram Lubricants- Bayonne, NJ
Receptionist (2/2007-5/2008)
Answered all incoming calls on switchboard system
Telemarketed to potential clients
Entered all orders into database system using Microsoft excel
Performed all billing, accounts receivables, and appointment settings
First point of contact to anyone entering the office
Macy’s East- Jersey City, NJ
Sales Associate/Seasonal (11/2007-1/2008)
Provided excellent customer service to shoppers
Maintained and updated inventory database
Answered customer calls and inquiries
Education
Nursing- Hudson County Community College, Jersey City, NJ (2011-2016)
H.S. Diploma- Adult Education and Learning Center, Jersey City, NJ (2011)
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