Anita Horne

Washington, DC *****

advfcf@r.postjobfree.com

202-***-****

Summary:

Accomplished Customer Service Professional with over 25 years of experience in performing customer service functions such as, determining customer’s needs, and resolving customer’s issues.

Evaluated all incoming complaints assigned via online, fax, or mail in accordance to the complaint acceptance policy & resolve them.

Assisted more than 100 callers daily within a 3-hour time frame, ensuring that each call remained within 3 to 5 minutes.

Responsible for interacting with customers to provide information in response to inquiries.

Education:

High School Diploma - Anacostia Senior High School, Washington, DC 1976

Professional Experience:

Jr. Customer Care Associate, Colonial Parking, Inc. Jan 2019 – Mar 2020

Responded to new and existing customer inquiries regarding the type of service, alternative services, or account status. Made sure rates and payments were accurate and up to date

Understood and meet clear inbound work volume, including incoming calls, emails, applications, and all forms of incoming customer contact

Maintained queue schedule and time of duty for inbound calls

Informed customers of rate and/or delinquent payment status

Understood all relevant systems with the Customer Care and Remote Management Center Department (Paris, TAD, Ceridian, Colonial, Social Media outlets, PACS and Outlook

VXI Global Solutions Mar 2018 – Aug 2018

Customer Service Representative

Provided specifically detailed information for Comcast customers pertaining to their failed signal issues and clarifying bill issues.

Greeted customers warmly and ascertain problems or reasons for calling

Educated customers on how to navigate the website to resolve issues using the self-service tools.

Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Assisted more than 100 callers daily within a 3-hour time frame, ensuring that each call remained within 3 to 5 minutes.

Chime Solutions (UPS & Exelon) Oct 2017– Mar 2018

Customer Service Representative

Instructed UPS customers with step-by-step instructions for shipping packages from their homes and business for pick up.

Provided specifically detailed information for Exelon employees/contractors pertaining to their payroll and time and attendance.

Created cases for problematic circumstances that upper management has to correct.

Provided step-by-step instructions for employees/contractors using Exelon software for employee self-service apps.

Responsible for interacting with customers to provide information in response to inquiries.

Better Business Bureau Aug 2015 – Mar 2017

Inquiry Representative/ Customer Service Representative

Assisted more than 100 callers daily within a 3-hour time frame, ensuring that each call remained within 3 to 5 minutes.

Educated customers with general information generated from the database.

Completed data quality tasks that included contact information for accurate reporting.

Better Business Bureau Feb 2011 – Aug 2015

Customer Service Representative/ Dispute Resolution Analyst

Evaluated all incoming complaints assigned online, by fax, or by mail in accordance with the Complaint Acceptance Policy.

Transferred out-of-area complaints to the correct bureaus.

Analyzed complaints, responses, and rebuttals for proper closure or ‘next step’ processing.

Maintained open lines of communication between the parties during the conciliation process.

Robert Half Temporary Agency Nov 2010 – Dec 2010

Medical Record Assistant

Worked in the medical records department of Providence hospital and assisted with general office procedures such as filing, worked with microfilm, and analyzed medical records.

Participated in the implementation of a newly developed mass filing process that entailed relocating and ensured accuracy.

Regional Addiction Prevention Inc., Aug 2009 – Aug 2010

Accounting Clerk,

Entered all invoices using Quick books software, prepared and printed checks for mailing.

Prepared bi-weekly payroll using the ADP payroll system.

Assisted Human Resources with all payroll-related matters, including enrollment of all new employees.

Monitored all budgets and grants to insure proper allocation of funds.

Europe Assistance Company Jun 2005 – Aug 2008

VC Agent, Healthcare Worker

Researched international policy details from the Chess system (Sun Life).

Verified all relevant information such as medical, dental, and travel coverage.

Calculated available balances, as well as amounts spent according to specific calendar/benefit year dates.

Transferred information from the Chess system to SAX for proper documentation.

Proofread the client’s documentation for accuracy, identifying the coverage.

George Washington University Oct 1999 – Jul 2004

Administrative Coordinator

Assisted fifteen professors, the campus, and distant coordinators administratively.

Maintained files, conference logs, updated schedules, newsletter, and all informational correspondence.

Used Banner software to enter and retrieve data summaries for students and faculty.

Coordinated and attended perennial events, such as information sessions, project simulations, information booths, and graduate Residency week and orientations.

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