Customer Service Representative
Resume:
Camille L. Jackson
**** ******** ******* **. ****** Hills, MD 20748
****************@*****.***
Customer service representative with over 3 years experience in telephone and face-to-face customer service. Experience with sales, troubleshooting, tech support, and customer care. Knowledgeable with major customer service software, handling customer complaints, and maintaining a positive and friendly disposition. Hoping to use my wealth of experience to attain employment in a customer service role.
PROFESSIONAL EXPERIENCE
UNITED STATES SENATE Washington, DC
Sr. Accounts Payable Specialist May 2006 to Present
Monitor and process complex data to ensure integrity of accounting records; collects, monitors, totals and processes expenditures.
Identify, document, analyze, and resolve complex system and procedural issues and financial transaction problems; research discrepancies and analyze problems, gathering information as needed.
Contact vendors to obtain information and previous payment status; answers customer/vendor/ staff inquiries regarding financial transactions and travel-related issues. Provide guidance to staff members regarding the Senate Travel Regulations.
Compute and enter invoices/charges into automated financial accounting systems; maintain purchase orders, work orders and related filing systems
Generate credit card statements, assign accounting codes.
Reconcile invoices against purchase orders; perform periodic reconciliations of operating records to financial records; generate, review and validate financial reports; close work orders.
Prepare vouchers according to established policies and procedures; certify vouchers for payment in auditors' absence.
Audit Expense Summary Reports in Compliance with Senate Travel Regulations; serve as Program Coordinator to our contract financial institution.
Assist in the research, development, and implementation of new procedures and systems.
Assist in orienting and training new employees; assign and participate in the work of co-workers; update department training manual; explain procedural changes.
STARPOWER COMMUNICATIONS WASHINGTON, DC
Information and Customer Service Specialist September 2003-May 2006
Answer and direct 40+ calls daily, managing customer accounts, responding to service queries, and canceling accounts.
Trained 5 employees in using Kayako (customer service software), as well as in basic duties and how to conduct calls.
Received a 90% average customer satisfaction rating (to date), winning “Employee of the Month” in July 2004.
Able to research and manage highly complicated accounts to provide comprehensive service to customers and assist upper management.
Fielded customer complaints and issues, with+90% of issues resolved to customer satisfaction.
Set up new accounts, scheduled trouble tickets, added and noted pledges on customer’s accounts, handled over 85 calls incoming calls on a daily basis.
EDUCATION
UNIVERSITY OF PHOENIX Phoenix, AZ
Associate of Art in Criminal Justice, April 2012
GPA 3.0/3.5
VIRGINIA UNION UNIVERSITY Richmond, VA
General Studies, August 1996- August1997
GPA 3.0/3.2
COMPUTER SOFTWARE SKILLS
Microsoft Office Professional
WEBFamis Financial System
Next Generation FMIS Financial System
SharePoint
Excellent communication skills with a focus on customer service
Software: Zendesk, and Kayako
Experience with Word, Excel and PowerPoint
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