Customer Service
Resume:
EXPERIENCE
*-** ********* *********** / ******, TEXAS
ACCOUNTING CUSTOMER SERVICE REPRESENTATIVE
*Deliver an exceptional level of service to each customer by listening to concerns and answering questions. This occurs via in/outcalls, email and online.
*Conduct analysis of store franchisee cases to help ensure their positive resolution. Assisting in the research of said cases.
*Cases are created and manipulated on the in house computer system called Remedy. This is done by the store franchisee or by the Accounting Customer Service Representative.
AT&T MOBILITY/FARMER’S BRANCH, TEXAS
FRAUD ANALYST
08/2013-04/2016
*Communicated effectively with customers and company personnel alike, utilizing active listening and interpersonal skills.
*Conducted reviews of specific transactions and accounts that showed potential suspicious activity.
*Participated in group discussions with team members to address and help combat fraud.
*Notified customers by in/outcall when fraudulent activity was detected in an effort to reduce impact.
*Safeguarded customer accounts after in/outcall conversations with fraudsters.
AT&T MOBILITY / FARMERS BRANCH, TEXAS
CUSTOMER SERVICE REPRESENTATIVE
06/2011-08/2013
* Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
*Assisted thousands of customers with account questions or issues through in/outbound calls.
*Collected on delinquent telephone accounts through calls made via call center dialer.
SELF / FORT WORTH, TEXAS
FREELANCE WRITER
09/2002-PRESENT
*Have written blogs and social media posts, website copy and articles, carefully proofreading each in order to provide clear and consistent work.
*Have used email and telephone communication to discuss projects and complete assignments.
*Have written stories for various media platforms.
*Have interviewed celebrities such as William Shatner, John Lithgow and Rob Schneider.
*Cowriter of the film Tales from the Grave: Happy Holidays.
*Author of the novels, The Down Dead and Breaking Stoker: Rebooting the Vampire.
EDUCATION/ CERTIFICATION
TEXAS A&M UNIVERSITY/COLLEGE STATION, TEXAS
Bachelor of Science in Journalism/ Business Management Minor
DALE CARNEGIE GRADUATE
COMPUTER
*SAP
*Remedy
*Cashbook
*Excel
*Skype
*Word
*Internet
ROBERT A. STEFFENINO
OBJECTIVE
Creative professional and problem solver who would like to work for your wonderful company. Talents include solving customer issues in a timely fashion, writing, editing, interviewing, problem solving, fraud analysis, finance and working with deadlines.
SKILLS & ABILITIES
*Results-oriented
*Quick learner
*Client-focused
*Time management skills
*Excellent communication
*Work well with minimal supervision
*Computer proficient
*Writing/Editing
VITALS
1052 Mosaic Drive
Fort Worth, Texas 76179
E ************@*******.***
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