Support Agent Center Representative

BARBARA HADLOC

303-***-**** (C) ********@*****.***

PROFESSIONAL SUMMARY

Motivated to excel, I apply well over 15 years' experience as a customer service specialist as well as call center representative in fast-paced, team-based environments, including services, retail and hospitality. I am well versed in high call volume environments. Superior computer skills and telephone etiquette.

GENERAL SKILL

● Strong organizational and time management skills

● Excellent attention to detail and exemplary customer service orientation

● Ability to resolve problems and identify when to escalate issues

● Excellent verbal and written communication and interpersonal skills

● Ability to interact with and appropriately engage internal and external customers and others at all levels in the organization

● Ability to work independently as well as collaboratively in a team environment

● Quick study and adaptable learner

● Demonstrated skills in Microsoft Office applications (Outlook, Word and Excel SELECTED WORK HISTORY

2-10 Home Buyers Warranty

Purchasing/Claims Rep II

● Management of claims calls, including taking diagnosis with detailed claims notes, adjudication of claims; taking information obtained during diagnosis and determining coverage by review of the service agreement; applying or denying coverage.

● De-escalating claims calls

● Taking supervisor calls – when needed

● Offering assistance on the floor for coworkers and offering assistance to supervisors as needed.

● Outbound follow-up

● MBNA fraud review (credit card)

RGIS Inventory Specialists

Auditor/Inventory Supervisor

● Team supervisor of up to 12 auditors for mass inventories.

● Planning and staffing based on project requirements.

● Programming and running all machines for and at stores and transmitting final information in a timely manner.

● Staff transport to in-state and out-of- state assignments.

● Customer service liaison.

PetSmart

Lead Pet Training Instructor

● Scheduling and leading all training classes.

● Greeting customers entering the store to ascertain what each customer wants or needs.

● Communicating with vendors regarding back-order availability, future inventory and special orders.

● Recommending, selecting and helping locate and obtain out-of-stock products based on customer requests.

● Ensuring superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

● Helping drive Training Department sales goals and achieve monthly quotas. DirecTV and EchoStar/Dish Network

Tech Support Agent

● In-call customer technical support for subscribers.

● Troubleshooting service issues and concerns.

● Resolution of billing disputes and general billing-related questions.

● Effective resolution of escalated customer complaints.

● Setting up work orders for service calls and/or order replacements.

● Processing new equipment upgrades and one-time payments.

● Implementing program changes and product up-sell. Hampton Inn and Suites/Extended Stay Hotels

Front Desk Clerk/Night Auditor

● Learning, referencing and applying product knowledge information.

● Answering department telephone calls within 3 rings, using correct salutations and telephone etiquette.

● Making and confirming reservations.

● Computing bills, collecting payments and making change for guests.

● Checking accounting records for accuracy, and summarizing and compiling information for hotel's financial records on a nightly basis.

● Tracking room revenues, occupancy percentages, food and beverages, and other operating statistics.

● Verifying all account postings and balances made during the day by the front office team members.

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