Customer Service Representative
Resume:
Sharon Resk
Bowling Green, KY *****
****************@*****.***
Locked
A full time position with an established firm that utilizes my soft skills and customer retention expertise and demonstrated success in de-escalation techniques.
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Work Experience
IT Specialist
Continuum Global Solutions - Texas City, TX
January 2022 to Present
Taking incoming calls for customers cable issues. Reboot Modems and TV receivers.
Cardholder Services Agent
TTEC - Bowling Green, KY
May 2020 to August 2021
With TTEC, I have worked mostly with Bank of America, as a liaison between the end consumers who received their rental assistance.
Locked unemployment benefits in many different states and Boa, the bank contracted to process the provide accounts and direct deposit.
Answering queries regarding balances, purchase history, and general receptionist duties, transferring callers to the appropriate departments.
Explaining bank policies and practices
Ensuring all account access is private by maintaining verification protocols
Resolving complaints or redirecting to the proper channels to correct errors
Customer Service Representative
ShopHQ - Bowling Green, KY
June 2017 to May 2020
ShopHQ is a home-based shopping network, based in Minnesota, that customers can follow on tv or the internet.
The offer a range of products, from garden tools to electronics to jewelry/clothes/ to high end home goods like Royal
Dalton and Waterford Crystal
Initially, as a customer service rep, I worked onsite, in Bowling Green. However, due to Covid-19, we were sent to work from home. I have enjoyed working from home since.
With ShopHQ, my responsibilities included
Answered incoming calls - average 100 per day - Scored consistently high client satisfaction ratings by maintaining a cheerful and helpful attitude.
Trained new employees in policy and procedures.
Awarded Customer Service Associate of the Month 3 times.
Successfully pacified hostile or antagonistic callers and negotiated a mutually agreeable solution by patiently providing alternatives to reconcile the customer's needs with the company's objectives.
Developed effective Soft Skills and maintain Active Listening skills to better work well with others at all levels.
Employment Gap January 2014 to May 2020
N/A Bowling Green, KY
This gap in employment is due to time to prepare and heal from several major surgeries after a period of illness.
Customer Service Associate
US Bank Home Mortgage - Bowling Green, KY
April 2002 to December 2013
My role at US Bank included:
Delivered fast, friendly, accurate answers to routine questions about bank products
Resolved complaints quickly and equitably. Ensured clients were served in a highly professional and courteous manner.
Advised customers of suspended account status, requested dates for payment on delinquent accounts and updated customer information.
Gained diverse experience in financial accounting, budgeting, PC-based accounting systems, and Windows-based applications.
Education
High school diploma in General Studies
Christian Fenger High School - Chicago, IL
June 1970
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