Robin d. Robinson

**** ******** ****

dallas, texas 75249

972-***-****

adrkf7@r.postjobfree.com

Objectives:

*Customer Service Rep * Customer Support Specialist *Customer Advocate

Summary of qualifications:

Over 15 years’ experience in a customer support role.

Strong phone and verbal communication skills along with active listening skills.

Proficient computer skills; experienced with CRM systems and practices.

Customer focus and adaptability to different personality types.

Ability to multi-task, set priorities and manage time effectively.

Team player and independent worker.

Extremely organized, analytical, and good problem solving.

Dependable, quick learner and detail oriented.

Clerical Skills

Skilled and competent in many clerical procedures, including:

* Typing * Answering multi-line phones *Fax/Scan *Ten Key * Filing * Distributing Mail

* Computer Skills * Bank Deposits * Record Keeping * Data Entry *Inventory Control

customer service skills

Telecommunication

Answered incoming calls from customers with order inquiry and/or trouble reports.

Effectively resolved customer issues and concerns.

Proactive account management, customer education and relationship led sales.

Provided customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network.

Performed troubleshooting; issues in hardware, software, applications, networks, or devices and answering customer tech questions.

Performed analysis and isolation of trouble conditions and creating and sorting trouble reports.

Utilized knowledge of communication and networking components to provide customers with service support and configuration of customer equipment.

Communicated clearly and professionally, delivering technical/industry information in a manner appropriate to the audience.

Verified service by testing circuits, equipment, and alarms; and identifying, correcting, or escalating problems.

Call Center representative

Answered incoming customer calls regarding billing issues, product problems, service questions and general client concerns.

Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.

Updated customer information in the customer service database during and after each call.

Worked with the management team to stay updated on product knowledge and be informed of any changes in company policies.

Follow communication “scripts” when handling different topics.

Identified customers’ needs, clarified information, researched every issue and provided solutions.

Seized opportunities to upsell products.

Keep records of all conversations in our call center database.

Meet personal/team qualitative and quantitative targets with a track record of over-achieving quotas.

Work history

07/1999—09/2010 Technical Support Representative Verizon Telecommunications, New York, NY

06/1997-07/1999 Customer Service Representative Vartec Telecom, Dallas, TX

References available upon request

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