Customer Service Rep
Resume:
Luwuana Duson
Arlington, TX.
adzk9t@r.postjobfree.com
Summary:
Talented employee used to working hard, heavy lifting and deadline-driven settings
Well versed in service and consumer trends.
Progressive background includes customer service roles, and training.
Highly-enthusiastic professional with 15+ years of client interface experience.
Ready to take the next step
Flexible to work overtime
Ability to work in non-climate controlled conditions
Authorized to work in the US for any employer
WORK EXPERIENCE:
Spectrum
Irving, TX
January 15, 2020-March 12, 2023
Billing Service Rep
•Inbound/outbound call handling
•Respond promptly to customer inquires
•Verifying completeness and accuracy in client information before period
•Adding/removing services from account.
•Verifying billing information and revise errors
•Providing billing breakdowns, and explainations
•Determine charges for servcies requested, collect deposits or paymnts, and arrange payment plans/extensions
•Resolve customers services or billing complaints
•Confer with customers by telephone in order to provide information abtout products and service
Freeman Transportation
Grand Prairie, TX
January 1, 2019-November 8, 2019+
Customer Service Rep
•Coordinate all round trip transportation requirements for predetermined clients
•Data entry, creation and entry of all schedules/orders/updates as assigned, adding method of payments, credit card information onto accounts for the customer
•Utilize the current Exhibit transportation shipment management system for all shipments and ensure that all necessary shipment documentation is properly prepared and distributed
•Effectively communicate and follow up with selective partner carriers to ensure transportation requirements are met
•Obtain most competitive freight quotes in a timely manner and communicate suggested retail pricing to account executives.
•Effectively communicate shipment details with Freeman Exhibit Transportation staffs, account executives, account managers, and project manners.
•Contact exhibitors to resolve questions, inconsistencies or missing data
•Responsible for communicating pertinent information to internal companies and departments to ensure seamless exhibit transportation services.
•Efficiently utilize carrier software programs to monitor and manage all tendered shipments
•Manage/reconcile all carrier invoicing
•Prepare monthly shipment/revenue reports
•Defuses claim situations and professionally demonstrates including but not limited to, empaty, sensitivity and clarity to alleviate customer complaints while providing quality customer service.
UPS
Haslet, TX
October 2018 - January 15, 2019
Feeder/Dispatcher in training
•Assigning trailers to drivers and inputting information into system
•Checking trailers and volumes forecasts and maintaining reports and databases for daily operations
•Walking the yard, reconciling report
•Climbing inside trucks to check the volume of truck loads
•Walking the yard to locate trucks
•Organizes item orders by editing for weight compliance and location
•Arranges shipments by checking yard stock to determine inventory levels
•Anticipating delivery requirements, placing and expediting order
•Missed package research and resolution
•Data correction status check
•Analyze previous days dispatch using dispatch tools and reports
Dialog Direct
Fort Worth, TX
June 2018 - October 2018
Home Warranty Representative
•Answers calls on warranty claims that are already in process
•Demonstrates a high level of urgency and responsiveness in researching and resolving homeowner and contractor inquiries.
•Defuse claim situation and professionally demonstrates including but not limited to, empathy, sensitivity and clarity to alleviate customer complaints while providing quality customer services.
•Responsible for reviewing, processing, and closing claims
•Track down extra information as needed from technicians
•Assist in closing claims by ensuring all paperwork pricing is ready, prepare parts for return shipments daily
•Ability to accept additional tasks, duties and/or direction from management
•Process warranty request and returns of miss-shipments
•Maintain systematic follow through on all held orders-credit, warehouse, ect
•Answer incoming telephone calls from manufacturers and respond in a courteous and professional manner
•Researches, analyzes, and makes coverage determinations regarding warranty obligations and coverage based on written procedures for introductory trades.
Joe/Carol Garvey
Fort Worth, TX
January 2018 -June 2018
Short Term Live-in-Caregiver
•Help client take prescription medication
•Assist clients with ambulation and mobility around the house or outside (appointment, walks, ect)
•Plan and prepare meals
•Be a pleasant and supportive companion
•Act quickly and responsibly in case of emergency
•Make schedules for daily exercise, meals
Teletech (FEMA)
Fort Worth, TX
September 10, 2017- December 2017
Seasonal FEMA advocate
•Ensuring that individuals and families affected by disasters have access to the full range of FEMA assistance programs in a timely manner.
•Professionally handles incoming requests across all communication channels, ensuring that issues are resolved both promptly and thoroughly.
•Providing the best possible level of service to applicants applying for FEMA programs.
•Communicating the case status and confirming that survivors understand the disaster assistance programs and the process.
•Developing partnerships with the States, voluntary organizations, the private sector and other Federal agencies that are delivering assistance to survivors.
•Provide applicants with appropriate referrals to other Federal, State and local agencies, voluntary organizations, and faith based organizations.
Pitney Bowes
Grande Prairie, TX
April 2017- September 2017
Pre-Sorter
•Record production according to customer name zip code, and machine down time due to malfunctions or lack of work
•Operates machine that automatically addresses, weighs, and ties into bundles printed publications, like magazines, catalogs, and pamphlets, for mailing according to zip code
•Starts machine while observing operations to detect evidence of malfunctions throughout production run
•Sorts incoming or outgoing mail into mail rack pigeonholes or into mail sacks according to destination
•Inserts mail into slots of mail rack to sort for delivery.
•Ensures that the mail is reviewed for proper date, postage, and good quality barcodes prior to being placed into production. Prepares outgoing mail and conducts first quality check on completed production run.
• Communicates errors and recognizes bad barcodes found in the mail to operator or supervisor to prevent re-work of mail.
•Properly organizes postage metered rejects separated by postage rate/keep mail arranged by specific jobs.
•Troubleshoots/removes mail piece jams from machine by avoiding damage to the mail and to avoid double counts on the machine.
• Completes end of run production tasks (i.e. proper disposition of extra mail, placement of bins, stocking trays and tag holders, stocking all the supplies needed to run production, etc.).
• Promotes a clean work area to prevent possible injuries and/or tripping hazards to self and others.
• Additional duties as required.
UPS
Fort Worth, TX
November 1, 2016 - January 2011
Seasonal Package Handler (part time)
•Load packages on conveyor belts/on delivery trucks
•Move/store materials and products
•Stack materials in accordance to instructions
•Pack and seal products and materials
•Assist with unloading trucks
•Manage cycle counting and inventory control procedures
Tele performance
Dallas, Tx
June 2016 -April 2017
Customer Service Representative
•Accurately performs, connects, transfers, inbound/outbound calls
•Ensures excellent customer service on routed calls or emails by taking request for explanation of benefits
•Address customer service inquiries in a timely and accurate fashion
•Follow the consumer identity verification process according to company; including the Customer Information Program (CIP) and Knowledge- Based Authentication (KBA)
•Demonstrated mastery of customer service call script with specified timeframes
•Facilitated information flow between customer service, account management operations, quality assurance, training, and payroll departments, to guarantee call center objectives were met
•Document all call information according to standard operating procedures
•File lost/ stolen reports for credit cards
Explaining credit card benefits
•Filing benefit claims, and claim inquires for cardholders
•Ordering emergency card replacements, performing emergency cash advances for MasterCard
Bank of America (Alexon Staffing Services)
Fort Worth, TX
July 2015 to October 2015
Seasonal Fraud Analyst
•Monitor customer and transactional records to identify unauthorized transactions/fraudulent accounts
•Maintain fraud analysis models to improve efficiency/effectiveness of company systems.
•Ensure confidentiality of all information collected during investigation
•Adhere to all system warning codes and fraud alerts per company policy
•Determine existing fraud trends by analyzing accounts and transaction patterns.
•Identify systems improvements to prevent fraudulent activities.
•Recommend anti-fraud processes for changing transaction patterns and trends.
•Handling disputes in accordance with company policies
•Observe customers transactions to identify fraudulent activity such as account takeover, friendly fraud, theft and similar other risks.
•Resolve transactions within the service level agreements to reduce potential revenue losses.
•Interact with banks and customers to validate information and to confirm or cancel authorization.
•Resolve customer issues within the scope of existing service level agreements
•Generate suspicious activity reports and risk management reports for managers.
QBE (ASG Staffing)
Fort Worth, TX
August 2014 to July 2015
Customer Service
•Proactively adding force placed insurance to homeowner’s accounts
•Processing new homeowners accounts
•Maintaining accounts\make necessary changes to existing accounts.
•Accessing information & passing information along to correct departments.
•Handling home owner’s insurance changes\and renewals\according to company procedures.
•Answer incoming email correspondence via the live chat queue as necessary
•Contacting Insurance providers/HOA to verify coverage/renewals/and cancellations
•Determine the appropriate application of coverage per account
•Reviewing current homeowners policies/answering questions regarding coverage and claims
•Updating accounts regarding flood coverage/GAP coverage
Sprint
Fort Worth, TX
February 2013 to April 2014
Technical Support Representative
•Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps
•Troubleshooting all cellular devices
•Active listening
•Assisting customers with payment delays and arrangement
•Adding\removing products to accounts
•Transferring customers using the correct transfer protocol Accommodates client disabilities by recommending devices and techniques.
•Avoids legal challenges by monitoring compliance with service agreements.
•Improves system performance by identifying problems; recommending changes.
•Updates job knowledge by participating in educational opportunities; maintaining personal networks.
•Establish information systems and organization mission by completing related results as needed.
EDUCATION
Associate of Applied Science in Business Administration
Fort Worth, Tx
Remington College
October 2009
Diploma in Business
Brown Mackie College - Hurst, TX
2005
ADDITIONAL INFORMATION:
REFERENCE:
Amy Lu
Axelon Staffing Recruiter
Email: adzk9t@r.postjobfree.com
Stephanie Tatro
Freeman Floor Supervisor
Email: adzk9t@r.postjobfree.com
Travis Thomas
Freeman Floor Manager
Email: adzk9t@r.postjobfree.com
Jazma Johnson
Team Lead
Cheryl Witherspoon/Teletech
Fema Floor Manager
Email: adzk9t@r.postjobfree.com
Chari Armstrong /Teletech
Fema Supervisor
Email: adzk9t@r.postjobfree.com
Contact this candidate