Remote Agent Customer Service

Gwendolyn B. Jordan

**** ****** ** #****

Fort Worth, TX 76116

Cell 817-***-****

**********@*****.***

OBJECTIVE

Seeking a position where in I can utilize my experience and expertise.

RELEVANT EXPERIENCE

Customer service skills are foremost. Computer skills current. Extensive telephone and face-to-face customer care experience. Writing, blogging, data expert.

EMPLOYMENT HISTORY

Purple Door Apothecary

Owner/Operator (2/23/2020-3/10/2022)

Metaphysical Bazaar offering a variety of local artisans handmade work, crystals, incense, occult tools and decor.

ABC Financial Services Inc

Member Services/Mail Processor/Escalations/Client Services/Nesting/Recurring Services (3/10/2014-9/25/2016) Remote Agent

Accept calls and emails from health club/gym members. Assist with billing & cancellation.

Accept calls from health club/gym employees/owners. Assist with member accounts, software usage billing.

Monitor & assist trainees during Nesting process with calls & email. Supplement training with hands-on, real time walk-through and examples.

Accept escalated member calls as needed

Guardian Liberty Voice

Journalist/Senior Editor/Training Assistant (9/19/2013-2/15/2014) Work at Home

Create articles on breaking, current news stories. Edit, proofread and publish articles to website following strict style and submission guidelines. Recruit and train potential candidate writers on style, submission and publication guidelines. Maintain ethical and moral standards of publication.

Convergys Corp: NorthEast

CAE (4/2/2013-9/19/2013) Telecommute

Accept inbound calls from Comcast video service customers. Technical support, account management; upgrades;

Schedule, confirm, or cancel appointments for service issues & equipment installation. Customer education

N.E.W. Corp: Sterling, VA

CCR (11/14/2011-2/8/2013) Telecommute

Accept inbound calls from DirecTV satellite television customers. Technical support, sales, billing. Schedule, confirm cancel appointments. Customer education on products & services.

Teleperformance Advanced Services Division: Shreveport, LA

Nesting Manager (1/11-8/13/11)

Manage team of new hires, identify & fill knowledge gaps. OTJ Training agent retention/improvement

Team Manager (7/10-1/11)

Manage team of 20-25. Scheduling, quality, call handling. Agent retention and improvement

CAE/TSE(4/10-7/10)

Inbound calls from subscribers pertaining to cable video technical support & billing. Schedule/reschedule service calls. Educate customer on products & services, policies & procedures.

Bright House Networks: DeLand, FL/Maitland, FL

RSR/Lead (1/08-1/26/10)

Assist & coach CSPs, escalated call handling. Error correction & account review/follow up

Customer Service Professional (12/05-1/08)

Inbound calls from subscribers pertaining to cable, high-speed Internet, and digital phone service. Billing, troubleshooting, appointment setting/confirming, account management.

Customer Service Excellence Certification, Bright House Networks:

Level II 2005

Level III 2006

Level III 2007

Level II 2008

NCTI:

Nov 2006 Cable Network Overview

Feb 2007 Excellence in Customer Service (Honor Graduate)

Sep 2007 Introduction to Business

Dec 2007 Introduction to PC Applications (Honor Graduate)

Mar 2008 HSD Customer Service (Honor Graduate)

Jun 2008 Advanced HSD Customer Service (Honor Graduate)

Oct 2008 Introduction to Marketing

O.D. Wyatt High School, Fort Worth, TX

Green B. Trimble Technical HS Adult Education Center, Fort Worth, Texas

GED

SKILLS

Motivated, time management. Minimal supervision required, flexible & dependable. Type 50 wpm, 10-key sight & feel. Windows proficient. Certified in Excel, Word, Access, and PowerPoint. 20+ years Internet, 20+years Customer service, 18+ years tech support

References Available Upon Request

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