Customer Service Representative
Resume:
Yolanda Cooper
Jacksonville, FL *****
*****************@*****.***
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
Comcast Cable and Xfinity Internet - Jacksonville, FL January 2019 to February 2022
Answered 60 -75 inbound calls per day to offer diverse assistance and resolve customers' problems. Handled 100% of issues with first call and smoothly coordinated escalations for complex and irate callers. Leveraged experience and customer service skills to guide caller toward optimal support options. Managed inbound and outbound calls to respond to inquiries and resolve concerns. Communicated with clients over various platforms such as phone, email, web portal and chat. Customer Service Rep
Circle K - Jacksonville, FL
May 2017 to August 2019
Completed more than 60 calls per day by following scripts and maintaining good call control. Accurately prepared and processed forms to change customer service levels. Processed product orders, including entering customer orders and completing stock replenishment orders.
Investigated concerns, communicating between departments such as sales and production to understand issues.
Manager
Prestige Gameroom - Jacksonville, FL
April 2013 to April 2017
Prepared payroll and maintenance budgets for corporate management approval. Supported back office procedures, including hiring and employment processes. Led cross-functional projects and identified and solved complex problems in all areas of business. Interviewed, hired, and trained all employees and scheduled work hours. Customer Service Representative
UPS - Jacksonville, FL
June 2014 to November 2016
Greeted customers, repeated orders back to customers accurately, provided samples, and completed transactions.
Quoted prices for items desired, explain credit terms and collected credit information to qualify customers.
Documented compliance with company policies and procedures and wrote sales reports daily. Managed inbound and outbound calls to respond to inquiries and resolve concerns. Supported branch in meeting goals by obtaining member referrals and taking ownership of member issues.
Education
High school diploma
South Philadelphia High School - Philadelphia, PA
September 1992 to June 1994
Skills
• Computer skills (8 years)
• Sales
• Microsoft Office (8 years)
• Microsoft Excel
• Data entry
• Dispatching
• Payroll (5 years)
• Administrative experience
• Customer service (8 years)
• QuickBooks
• Management
• Technical support (8 years)
• Recruiting
• Property management
• Leadership
• Google Docs
• Software troubleshooting
• WordPress
• Negotiation
• Telemarketing
• Analysis skills
• Upselling
• Typing
Additional Information
Advanced Excel Functions such as, Pivot Tables & VLOOKUP (I have a good understanding of Microsoft Excel. However, advance Excel functions such as, Pivot Tables and VLOOKUPS have never been my strong suit, so I have taken the initiative to take online courses to improve my advance Excel skills).
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