Service Representative Customer Support
Resume:
Randetta Turner
McDonough, GA 30352
*****.********@*****.***
PROFESSIONAL EXPERIENCE
Wells Fargo (BAKKT Work at Home) McDonough, Georgia United States
Customer Service Representative May 2021 – PRESENT
• Assist with inbound customer inquiries related to Credit Card rewards, how to redeem them to
varies ways such as accounts, travel, gift cards merchandise and Travel
• Communicate with members to increase loyalty and retain their services
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing
opportunity to build rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain broad knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Assist with training the new hires
GM OnStar (Concentrix Work at Home) McDonough, Georgia United States
Customer Advisor February 2021 – May 2021
• Clarify customer requirements; probe for understanding, use decision-support tools and resources
to resolve customer issues that are non-standard/unstructured and require some clarification or
conceptual thinking
• Communicate with members to increase loyalty and retain their services
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing
opportunity to build rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain broad knowledge of client products and/or services
• Review customer surveys, follow-up to see if we met their expectations or was issue resolved
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document, and retrieve information in call tracking database
Comcast (Convergys/Concentrix Work at Home) Marietta, Georgia United States
Customer Support Associates II October 2018 – February 2021
• Clarify customer requirements; probe for understanding, use decision-support tools and resources
to resolve customer issues that are non-standard/unstructured and require some clarification or
conceptual thinking
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing
opportunity to build rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain broad knowledge of client products and/or services
• Review customer surveys, follow-up to see if we met their expectations or was issue resolved
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
Citibank Mortgage (Convergys Call Center) Savannah, Georgia United States
Customer Support Associates II May 2018 – October 2018
• Clarify customer requirements; probe for understanding, use decision-support tools and resources
to resolve customer issues that are non-standard/unstructured and require some clarification or
conceptual thinking
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing
opportunity to build rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain broad knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
Citibank KYC Program (Convergys Call Center) Savannah, Georgia United States
Customer Support Associates II January 2018 – May 2018
. Use a computer terminal to access customer information and convey necessary information to
Customers.
. Worked part of the anti-money laundering (AML) program set of procedures designed to
Guard against someone using the firm to facilitate money laundering or terrorist financing.
. Communicate effectively verbally and over the telephone with customers and co-workers.
Found resolution of customer problems/complaints
My Mama’s Pizza (Family Owned Business) Atlanta, Georgia United States
General Manager January 2016 – June 2017
. Directs, coordinates, and participates in preparation of all aspects of producing My Mama’s pizza.
. This includes but is not limited to complete cleaning of the store, daily food preparation, washing.
dishes, ordering dough, ordering sauce, making pizzas, running the oven, cutting and packaging.
Pizzas and delivery of pizzas when necessary.
. Keep business records, ordering or purchasing supplies, and delivery of foodstuffs to wholesale or
Retail customers.
. Controls costs through inventory control and monitoring store food cost tracking data.
. Contacts perspective customers such as local businesses, chambers of commerce, schools,
Community organizations promote the sale of My Mama’s pizza.
Yellow Pages (Sykes at Home) Stockbridge, Georgia United States
Customer Service Representative June 2015 – July 2016
. Use a computer terminal to access customer information and convey necessary information to
Customers.
. Answer customer questions (basic information such as prices, programming, installation of services,
Billing, etc.) With appropriate and accurate information.
. Communicate effectively verbally and over the telephone with customers and co-workers.
Found resolution of customer problems/complaints
RGIS Stockbridge, Georgia United States
Auditor December 2013 – May 2014
. Achieve established average per hour (APH) counting goals while ensuring accuracy and integrity of
data collected in all inventories.
. Generating department audit reports
. Worked in various work environments, such as stores, warehouses, outside industries, etc., with
exposure to cold and heat.
. Inventory items such as clothes, food, furniture, jewelry etc.
Tele Tech at Home (Seasonal) Stockbridge, Georgia United States
Home Customer Service Representative October 2013 – January 2014
. Use a computer terminal to access customer information and convey necessary information to
customers.
. Answer customer questions (basic information such as prices, programming, installation of services,
billing, etc.) With appropriate and accurate information.
. Communicate effectively verbally and over the telephone with customers and co-workers.
Found resolution of customer problems/complaints
US Army Recruiting Battalion New York City Fort Hamilton, New York United States
Information Technology Specialist June 1986 – November 2011
Served as Battalion Information Technology Officer and perform task such as Accreditation, Security
Briefs, End User training
. Responsible for providing installation, training, and technical support to the unit on laptops and
Workstations.
. Conduct site visits to operational areas to inquire about satisfactions level of on the services.
provided by the Information Management Office. Obtain feedback on new services.
. Maintain unit VTC equipment and provide technical support for unit conferences.
. Create and resolve trouble tickets by distinguishing between hardware/software and taking.
appropriate action in a timely manner.
. Manage user accounts, permissions, auditing and creating distribution list and ensuring all personnel.
who operates hardware/software maintain and access the network have the proper authorization.
. Specialized experience emphasis on management of networks and systems administration using.
. Microsoft, Cisco Router Services and Desktop Authority for management oversight of remote
Terminal access.
. Provided IT support involving testing, installation, and implementation of new applications to
determine solutions to correct PC problems, database management for storage, retrieval of data and
installation in Microsoft Office and Terminal Area Server Control System (TSAC), operating system
Functionally and repair of Microsoft Windows 2000 Professional, Windows 7, Microsoft Vista,
Microsoft XP and Windows 2000 Server system.
. Provide IT Telecommunication for Blackberry and Smartphone using Sprint and Verizon Database
Management System. Programming and troubleshooting Blackberry and Smartphone. Issuing Cell
Phones and Blackberry to the unit
EDUCATION
GEORGE C. WALLACE COMM COLLEGE Dothan, AL United States
Associate Degree, Computer Science
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