Customer Service Representative

Yvonne L. Davis

**** ****** ***** **.

Decatur, GA 30034

Mobile 678-***-****

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

Summary:

Customer service professional with supervisory experience and expertise in supporting all customer’s needs. Able to conduct business transactions with accuracy, speed, and efficiency. Flexible and adaptable to change and recognized for the ability to take on increased levels of responsibility. Adapt to taking initiative and prioritizing tasks while operating in a fast-paced environment. Capable of working cooperatively with co-workers while demonstrating a strong work ethic. Education:

Strayer University, Lithonia, GA

Bachelor of Science in Business Administration Expected Graduation Date December 2023 ECPI College of Technology, Virginia Beach, VA

A.A.S. Computer and Information Systems Graduated August 2007 Product Knowledge/Technical skills:

• Windows Operating System

• Microsoft Office

• Word Processing

• Spreadsheets

• Accounting

• Technical Communications

• Business Communications

• Icoms

• AAD (Advanced Agent Desktop)

• Docsis (Data Over Cable Service Interface Specifications)

• iGlass

• ISA (Interactive Sales Agent)

• SQL

• Oracle

• Nfuse

• Visual Fox Pro

• Microsoft Office Suite

• Citrix

Work Experience:

Randstad Agency February 2022-August 2022

Claims Adjuster (Hanover Insurance)

• Investigating, evaluating, and settling insurance claims

• Determining whether the insured’s policy covers the claimed loss

• Deciding an appropriate amount, the company should pay out

• Ensuring that claims are not fraudulent

• Conferring with legal counsel when needed

• Negotiating settlements and authorizing payments U-haul International September 2019 - Current

Customer Service Agent (WFH-PT)

• Take back-to-back, incoming customer calls and provide customers with general assistance before, during, and after their rental

• Answer incoming calls and provide technical support and assistance with regards to our hitch products and services

• Assist our customers with rental inquiries about our portable U-Box units

• Handle details and maintain documentation for all aspects of storage transactions including payments

Pamarco Global Graphics

Customer Service Lead February 2016 - May 2021

• Setting goals for performance and deadlines in ways that comply with the company's plans and vision

• Organizing workflow and ensuring that employees understand their duties or delegated tasks

• Monitoring employee productivity and providing constructive feedback and coaching.

• Maintain goodwill of existing customers during the processing of customer orders

• Organize customer orders, quotations, and special requests and coordinate effective resolutions with team members

• Provide information of a technical nature to customers as needed

• Recommend modifications to product handling based on customer requirements

• Coordinate schedule changes with the Customer Service Lead

• Manage service issues directly with customers

• Enter, place, and ensure proper distribution of sales orders

• Validate compliance of orders to customer specifications and terms

• Provide quotations as needed based on information from customers and sales reps

• Invoice customer orders

• Taking incoming calls from customers and sales reps Virtualscape Internet Solutions, Atlanta GA

Customer Service Representative (WFH) December 2012 - December 2020

• Book, modify or cancel resort reservation

• Book Air and dining reservation

• Process credit card payments

• Assist guests with preparing a vacation package

State Farm Insurance, Atlanta GA January 2013 - September 2015 ILR Claims Associate

• Communicate with customers and associates by phone, mobile app, click-to-chat, and internet reporting

• Gathering and documenting loss of information

• Working in a team environment to handle a large volume of claims calls

• Report claims on auto physical damage, bodily injury liability claims, and fire claims Time Warner Cable, Wilson, NC May 2009 - August 2011 Customer Care Specialist III (Lead-Floater)

• Processed customer transactions, change orders, and deposits.

• Balanced and reconciled employee daily cash drawers.

• Traveled to various offices to assist and train counter representatives

• Scheduled work orders for installs, upgrades, and service repairs, track vehicles, Equipment, and recorded other important information

• Received and transmitted messages to technicians Datascan Technologies, Alpharetta, GA May 2008 - May 2009 Support Engineer

• Provided support to external and internal clients with hardware and software issues.

• Confirmed data updates and troubleshoot connectivity issues.

• Created operator incidents from the client and email requests.

• Completed problem resolutions and timely updates to clients.

• Created requests for product solutions and enhancements.

• Assisted auditors with the configuration and handling of mobile handheld devices.

• Supported clients utilizing various computer and printer program applications. Time Warner Cable September 1999 - May 2008

Customer Service Specialist

• Processed customer transactions, change orders, and deposits.

• Answered incoming calls on cable, high-speed data, and digital phones.

• Dispatch technicians to customers’ homes for installations, upgrades, downgrades, and repairs

• Scheduled work orders for installs, upgrades, and service repairs.

• Traveled to various offices to assist and train counter representatives

• Balanced and reconciled employee daily cash drawers.

• Provided troubleshooting and one-call resolution. Professional References available upon request

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