Service Representative Customer
Resume:
Marcus Cunningham
Columbia, SC 29212
Phone 803-***-****
************@*****.***
PROFESSIONAL EXPERIENCE
Comcast Inbound Sales Representative
Ability to create value around all of our products and services and tailor a package to fit our customer's needs.
Win as a team-Relationship management skills and openness to feedback.
Maintain a courteous and friendly attitude when interacting with customers in a constant changing environment.
Build a positive work relationship with customers to enhance the image and public perception of a company.
Present, promote and sell products/services using solid arguments to existing and prospective customers.
Robert Half Talent Solutions/Everise
Customer Service/Technical Support - HR Block - 08/01/2021 – 04/01/2022
Answering incoming calls and some chat inquiries to help resolve all hardware and software issues of tax offices and associates.
Working Remotely to resolve hardware/software issues internally
Ensuring representatives and Franchises have functioning systems in order to file taxes
Escalate any unresolved Technical Issues to Field Technical Representatives who need to be dispatched
Wells Fargo Bank N.A. Columbia SC
Contact Center Team Manager July 2016-July 2021
Ensuring Quality Assurance and Quality Customer Service is provided to every Account Holder
Ensuring Team Members and present and accountable for the productivity and following their schedules
Providing new Team Members with a welcome and ensuring they have all the tools needed to perform job duties
Facilitating meetings on a daily bases to ensure Site Leaders and Team Members are on one accord
Wells Fargo Bank N.A. Columbia SC
Phone Bank Team Lead I/II/III/IV February 2013 – July 2016
Readily available and took escalated calls that were not able to be handled by Team Member
Ensuring Quality Assurance Coaching was completed in a timely manner
Being a resource for Team Members and answering questions to ensure Team Members understood their job duties
Took overflow calls when service levels were high with an overwhelming amount of clients that had banking concerns
Time Cable Columbia SC
Account Services – November 2011 – January, 2013
• Duties include assisting with billing inquiries, scheduling installs/trouble calls, and multi-tier troubleshooting
• Monthly sales goals quota required to meet or exceed
• Maintain Quality Assurance Score of 85% or greater
TeleperformanceUSA DIRECTV Columbia SC
Customer Service Representative – April 2010 – July 2011
• Duties include handing billing inquiries, reducing churn, explaining rebate process and benefits
• Rescheduling Service calls, offering self-service options
• Increase revenue offering equipment upgrade, upsell premium services, educating on service protection plan
Verizon Wireless, Columbia SC
Tech 1 Coordinator/Customer Service, December 2004 - April 2010
• Duties include handling a high volume of 800-lineinbound customer calls
• Research and resolve billing inquiries; explain products and services
• Troubleshoot service equipment issues, i.e. Blackberry BIS/BES, Windows Mobile Phones, Verizon Wireless standard handsets etc.
•Troubleshooting web browsers and compatibility with Verizon Wireless websites and device software i.e. Internet Explorer, Safari, Mozilla Firefox etc.
Prioritize and organize daily follow-ups to ensure timely resolution
• Evaluate customer concerns, attempt to de-escalated customer concerns, and resolve problems to the customer's satisfaction while meeting or exceeding company standards. Assist with transition for new hires for the class 04/03/06 - 05/12/06
• Ensured representatives were meeting company goals
• Work directly with the Wireless Data Technical Support & Network Repair Bureau to research and resolve escalated data issues
• Proficient in the use of Microsoft Systems (Excel, Word, Power Point, Access, IE, etc.)
• Trained with Data new hire transition to include retraining of all Data information and troubleshooting, maintenance of schedule adherence, floor presence and creation of technical materials Liaison to the Data Overage team to assist with escalated data overage issues
Chick-Fil-A Restaurant, Columbia SC
Assistant Manager May 1996 - December 2004
• Hiring and training all new and possible candidates for position, monthly inventory to assist Auditing the Profits and Losses Package
• Set weekly mandatory meetings with all team members on a monthly basis to ensure that all team members are on the same accord and meeting company standards Checking in product orders and ensuring that the products and services delivered from vendors meet quality requirements to achieve overall customer satisfaction
• Perform a customer feedback survey called Customer Loyalty Monitor to receive direct feedback from consumers who were patrons of the establishment are getting the quality of products and services as they expect.
United States Army
Patient Administration Specialist July 1998 – December 1998
• Compile data and prepare required statistical reports
• Initiate correspondence pertaining to medical records, medical board proceedings, line of duty investigations; and other records and reports pertaining to patient administration
• Apply knowledge of medical terminology as it applies to anatomy and physiology
• Maintain a medical record tracking system within the medical treatment facility
EDUCATION
Windows Mobile Specialist
Productivity Awards
Ridgeview High School
High School Diploma 1998
Patient Administration Specialist Graduate US Army
Safe Serve Food Service 2003 Certified
A+ Essentials (2006-601) Certified
A+ Remote Support Technician Certified
Oracle, PeopleSoft, Kronos, ACSS
Experience with Windows 7 Home/Premium 32-Bit/64-Bit Imaging, Programming, and Troubleshooting
REFERENCES
References Available Upon Request
Contact this candidate