Customer Service Specialist
Resume:
P E G I M O R A N ****.*****@*******.***
PROFESSIONAL SUMMARY
Service-focused Customer Service Specialist dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets.
SKILLS
● CISCO VoIP
● Nortel / Avaya PBX transitioned to VoIP
● Norstar, BCM Systems, Options 11, 61, 81
● Meridian 1
● Multi-line telephone operations
● Staff training
● Call center procedures
● Customer service
● Conflict/problem resolution
● Call escalation
● Compliance documentation
● Product education
● Order processing
● Researching
● Customer consulting
● Data entry
● CRM software
● Product knowledge
EXPERIENCE
Customer Service Specialist III, Loma Linda University Health, Nov 1990 - May 2020, Loma Linda, CA Telecommunication Network Services
● Programmed thousands of analog & digital telephones, as well as, VoIP, ACD, voice mail, and voice menus as part of Loma Linda University Health Operations
● Consulted with customers on business problems and provided solutions, recommendations, and hardware replacements, using an empathetic approach and demeanor.
● Managed inbound and outbound support calls to respond to inquiries and resolve concerns.
● Provided expert service by communicating information and following up on promises.
● Entered and maintained critical records in company CRM.
● Assisted associates with problem resolutions.
Site Technician, Azure Hills Church, Jun 1986 - Nov 1990, Grand Terrace, CA
● Designed, Installed, and programmed telephone system.
● Determined the best route to pull cable and optimal location to install jacks.
● Provided customer education on use of phone and voicemail systems.
● Provided tier 1 support for issues with the phone systems. Technician, Loma Linda University Medical Center, Jul 1985 - Jan 1986, Loma Linda, CA
● Installation and maintenance of telephone equipment.
● Provided tier 2 support for issues with the phone systems.
● Maintained corporate documentation on the phone system deployment. EDUCATION
Telephony software, ACD, Voicemail/menus
Nortel - Orange County, California
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