Csr Valley High
Resume:
Angela Washington
CSR/Team Lead
Adkins, TX *****
************@*****.***
Working in customer service for 25 years . Either face to face or on the phones. I love assistant customer with resolving there issues and get a resolution for their problem, believe in first call resolution
Authorized to work in the US for any employer
Work Experience
CSR - Customer Service Representative/ administration HomeTeam Pest Defense - San Antonio, TX
October 2018 to June 2021
Taking inbound calls answering customers questions either billing related or either service related taking payments over the phone or showing customers how to make payments online. Making outbound calls answering customers questions regarding emails, service issues, collection calls,or scheduling services for customers.Taking high volume of calls daily. Routing technicians routes daily and calling routes. Making daily deposits of checks into the bank and into the system. Handling de-escalation calls collection calls daily. Also dispatching technicians to emergency calls and daily admin work data entry month end revenue.
Team Lead
CSR
June 2015 to February 2018
Convergent
June, 2015 - February, 2018 (2 years 8 months)
Helping customers with their billing questions and ensuring all needs and concerns are addressed setting up payment arrangements. Handling high call volume, De- escalation of calls, assisting other agents with their calls helping management with agents on their calls. Team Lead
• Assisted customers with a warm and professional attitude
• Assisted customers with questions
• Kept records of customer complaints
• Handled emails, inbound calls, and outbound calls
• Booked appointments
• Managed customer accounts
• Performed data entry for customer information and orders
• Handled billing issues and order inquiries
• Operated the cash drawer
Team Leader
Wells Fargo Bank - San Antonio, TX
December 2009 to June 2015
High call volume, first call resolution, call handle time, resolving issue, assistant other agent with issue in there calls, de-escalation of with other agents helping customers finding a resolution with their money management skills and ways to manage their money and how to save and helping agents and management make it easier for agents to handle their calls efficiently. Technical support specialist
CSR
October 2008 to July 2010
Internet and Cable TV Company. Dealing with high call volume, and troubleshooting technical issues and billing questions
Education
High school diploma in Diploma
West Valley High School - Spokane, WA
September 1992 to June 1996
Some college
Skills
• Technical Support
• Team Management
• Cash Handling
• Help Desk
• Troubleshooting (10+ years)
• Customer service (10+ years)
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