Service Representative Customer
Resume:
Philisa Woods
Wake Forest, NC *****
*******.*.*****@*****.***
Work Experience
Customer Service Representative 1
Cort - Raleigh, NC
June 2022 to Present
· Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
· Provided primary customer support to internal and external customers.
· Clarified customer issues and determined root cause of problems to resolve product or service complaints.
· Responded to customer requests for products, services and company information.
· Updated account information to maintain customer records.
· Recommended products to customers, thoroughly explaining details.
· Collected and analyzed customer information to prepare product or service reports.
· Answered product and service questions, suggesting other offerings to attract potential customers.
· Answered customer telephone calls promptly to avoid on-hold wait times.
· Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
· Processed customer adjustments to maintain financial accounts.
· Investigated and resolved customer inquiries and complaints quickly.
· Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
· Delivered excellent customer service, resulting in consistent customer satisfaction rating.
· Met customer call guidelines for service levels, handle time and productivity.
· Promoted available products and services to customers during service, account management and order calls.
· Processed invoices each weeks and mailed documentation to clients.
· Promptly responded to inquiries and requests from prospective customers.
· Validated paperwork
· Handled inbound calls for customers in fast-paced setting in coordination with solid team of customer service associates.
· Investigated and resolved accounting, service and delivery concerns.
· Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
· Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
· Salesforce
· Credit approvals
· Repossessions
· Various lease types
· International reviews
· LTA- Lease Term Adjustments
· LTF-Lease Term Fulfillment
· National accounts
· Global accounts
· Retail Accounts
· Sending Invoices
· CPP-Waiver add/removal
· COI forms (Copy of Insurance)
· Re-rates
· Rental Adjustments
· Late Fee ( turn on/off)
· Missed truck stop fees
· Docusign
· Credit Apps
· Credit decisions
· Barcodes
· Sus
· Cisco IP phone system
· IDOLS
· V2
· Bill Details
· Lease changes
· Rental conversions
· Credit card/debit card payments
· Pin pad
· Pin pad audit
· Credit Hold
· Autopay
· Tax removal
· Cancel leases
· Refunds
· Fraud Alerts
· MLA- master lease agreements
· PO- purchase order
· Maintenance worksheets
· Webmail
· Outlook
· Compass
Dispatcher 1
LUMEN Formely Centurylink - Wake Forest, NC
September 2010 to June 2022
• Remote 3 years
• WPM 10 years call center experience
• Centurylink,
• Voice Repair- Creating trouble tickets for phone and internet issues
• Trouble shooting and teaching customers to check nid before sending tech out
• Working directly with Customers for repair issues
• Dispatcher/Load Control Specialist
• Getting morning load out which includes (changing past due orders or trouble tickets to current date, Access Cares/Circuit Troubles, Alarms, extending techs schedules
• Making changes to technicians schedules (moving work to or from techs)
• Directly handling Orders with Customer Service/NOHD
• Creating Patterns for Outages
• Creating trouble tickets for Technicians
• Scheduling Orders behind technicians for Prism TV
• Running Forecasts
• Working closely with Area Plant Supervisors to load and move jobs behind Techs
• Nibs-Working closely with Business Techs loading work and creating tickets for them
• Callout- Calling a tech out on Weekends/Holidays
• Avaya Phone System more pay
Voice Repair- Creating trouble tickets for phone and internet issues. Trouble shooting and teaching customers to check nid before sending tech out. Working directly with Customers for repair issues
*Dispatcher/Load Control Specialist /
Dispatcher 1
• Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
• Trained new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction.
• Closely monitored dispatch board to triage and prioritize over daily calls Work directly with field and technicians only
• Making sure techs have started their work day
• Reschedule any past due jobs
• Closely watching Gantt chart to see technicians progress
• Load calls with Forecasting and SRO's
• Monitored flow of paperwork and directed information to appropriate departments.
• Evaluated and adjusted over routes based on daily needs, available workers, traffic hazards and weather conditions.
• Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Substitute Teacher
Wake County Public School System - St. Wake Forest, Wake Forest, NC February 2008 to June 2010
· Substitute teacher
· substituted for teachers in Wake County School System Bus Driver
Wake Forest - Wake Forest, NC
January 2004 to June 2008
· Rolesville Middle School Lisa Pennywell,
· Transporting children to and from school safely
· Transporting children to off Campus Field Trips
· Transporting Special Needs children to and from work Site (High School Students)
· Transporting children to and from school safely
· Transporting children to off Campus Field Trips
· Transporting Special Needs children to and from work Site (High
· School Students)
· Transporting children to and from school safely
· Transporting children to off Campus Field Trips
· Transporting Special Needs children to and from work Site (High
· School Students)
Outside Sales
CMH ENTERPRISES, INC
March 1997 to April 2002
Telemarketing
Customer Service
Using leads to find customers
Lucent Technologies
Accurately collecting Data for weekly Attendance
Handling 4-Line, Phone System
Handling Third-Party Verifications
Outbound Call Center
Setting appointments for Lucent Technologies to sell Phone Systems Setting appointments for Gray & Creech Water systems Selling Credit Card Protection Plans for First USA and Bank One Selling long Distance for Sprint and Intermedia Communications Processing applications for Worldcom Wireless for new cellular service Company Closed
List three individuals (not related to you) who are familiar with your work-related skills. Customer Service
Wake Forest
October 2000 to October 2000
· Inbound/Outbound Call Center
· Nortel Phone System/Transferring calls to other Agents
· Setting appointments for doctors to attend Symposiums
· Handling calls for ConAgra Beef Company for Beef Recall
· Company Closed
Education
12
Wake Forest-Rolesville High School - Wake Forest, NC Skills
• DocuSign
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