Service Representative Customer

Professional Summary

Service-oriented individual with a background in network, wireless, and customer services environment. Core competencies include Attentive Customer Service skills, achieving customer service satisfaction and customer retention, Independent and quick-thinking team player seeking a role offering increased responsibility. I am a friendly and enthusiastic team member who has excellent communication and time management skills. I also handle tasks with accuracy and efficiency.

Skills Summary:

Proficient with Microsoft Office including Word, Excel, Outlook, and Power Point

Excellent proficiency in Customer Service and Data Entry Skills

Exceptional Problem-Solving Abilities, Decision Making Skills, Multi-tasking

Outstanding Oral and Written Communication Skills

Strong Interpersonal Skills and Ability to Interact with Diverse Groups

Extreme Flexibility in Diverse and ever changing Technological Environments

Strong Leadership and Time Management Skills

Extensive Call and Dispatch Center experience

Work History:

TCS; Customer Service Representative; Little Rock, Arkansas May 2022-Jan 2023

Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.

Offered alternative solutions where appropriate with the objective of retaining customer’s business.

Kohl’s; Customer Service Rep/Cashier Oct 2021-May 2022

Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues.

Offered alternative solutions where appropriate with the objective of retaining customer’s business.

Handled business / sales transaction

AT&T, Houston, Texas; Little Rock, Arkansas May 2019 – August 2021Present

Customer Service Representative I, Wireless

Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.

Offered alternative solutions where appropriate with the objective of retaining customer's business.

Handled business transactions in connection with activation of new customer accounts on a computer terminal

Communicated with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Made financial decisions to protect/collect revenues and adjusts customer accounts.

Encompassed broad working knowledge of AT&T practices and operations and demonstrates continued and consistent proficiency in most of the skill sets utilized within the Host Call Center

AT&T, Little Rock, Arkansas 2000 – 2002; 2003 – 2009; 2011 – May 2019

Customer Service Representative, Network Dispatch Center

Performed various MLT tests, interprets results and recommended action based on customer

equipment, trouble description, trouble history, and customer contact

Entered intermediate trouble status, cable failures, customer threats and close-out information to update data base

Coordinated meetings between field technicians and outside vendor technicians

Extensive customer contact by telephone to verify access, renegotiate commitment time and verify that trouble was cleared to customer's satisfaction

AT&T, Little Rock, Arkansas 1999 – 2000; 2009 – 2011

Service Representative, Business Office – Business & Residential

Served as the customer's advocate by handling complaints and clearing customer problems regarding service, billing and etc.

Communicated with other departments to refer customer requests, inquiries, and complaints about their telephone service, in order to service the customer

Used reference material to prepare service orders accurately and provided information to the customers.

Issued service orders related to products and billing matters.

Recorded appropriate details of service order request on customer records via on-line system and prepared forms to assure that all customer commitments.

AT&T, Little Rock, Arkansas 2002 – 2003

Facility Specialist, FACS

Assisted field technicians with cable pair changes on installation and repair orders

SBC Communication, Dallas, Texas Jan.1998- Apr.1999

Customer Service Representative, Network Dispatch Center

Performed various MLT tests, interprets results and recommended action based on customer

equipment, trouble description, trouble history, and customer contact

Entered intermediate trouble status, cable failures, customer threats and close-out information to update data base

Coordinated meetings between field technicians and outside vendor technicians

Extensive customer contact by telephone to verify access, renegotiate commitment time and verify that trouble was cleared to customer's satisfaction

SBC Communication, Dallas, Texas July 1996 –Jan 1998

Clerk, Eric Program

Assisted fellow employees with verification their ERIC Program sales gifts and rewards

Distributed employee ERIC Program sales gifts and rewards

EDUCATION

ATI Career Training Center

Associate’s Degree/College Degree

Business Administratiion

AT&T, Dallas, Texas 1998 – 1999

Customer Service Representative, Network Dispatch Center

Performed various MLT tests, interprets results and recommended action based on customer

equipment, trouble description, trouble history, and customer contact

Entered intermediate trouble status, cable failures, customer threats and close-out information to update database

Coordinated meetings between field technicians and outside vendor technicians

Extensive customer contact by telephone to verify access, renegotiate commitment time and verify that trouble was cleared to customer's satisfaction

AT&T, Dallas, Texas 1996 – 1998

Clerk, ERIC Program

Assisted fellow employees with verification their ERIC Program sales gifts and awards

Distributed employee ERIC Program sales gifts and awards

Education:

Associate in Business Administration 1992

ATI Career Training Center, Dallas, Texas

High School Diploma 1987

Hope High School, Hope, Arkansas

References:

Keith Andrews (KA2256) 214-***-****, Director – 2 years; mentor - 7 years

Michael Lassen (ML2895) 636-***-****, co-worker – 3 years; mentor – 10 years

Yvette Johnson (YJ2194) 214-***-****, manager - 2 years; mentor - 4 years

Carisse Smith (CC9473) 501-***-****, co-worker - 10 years; manager - 6 months

Gloria Lewis (GL1361) 972-***-****, back-up manager - 2 years; mentor - 4 years

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