Customer Service Support Specialist
Resume:
Sandra Jackson
**************@*****.***
SUMMARY
Energetic, self-motivated and efficient customer support specialist with a reputation for producing high volume, error-free work. Received numerous letters and awards for outstanding customer service. Handled confidential information daily. Seeks opportunity to join a company where hard work and good attitude are recognized and rewarded.
Skills
Microsoft Outlook
Microsoft Windows
Customer Relationship Management
Call Centers
Quality Assurance
Microsoft Word
Selling Techniques
Supervisory
Spreadsheets
Personal Computers
Billing Systems
Time Management
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PROFESSIONAL EXPERIENCE
May 2022 to Present
American Express Travel
Take inbound sales calls, inquiries, and customer service calls
Address Platinum card members questions concerning all aspects of vacations.
Provides high levels of service to the members with professionalism and product knowledge.
Dec 2016 to Feb 2022
World Travel Holdings
Travel Professional
Assess individual's and business needs to help them make the best possible travel arrangements.
June 2005 to Dec 2016
Business Customer Service Rep II
Sprint Cable Resource Center –Irving, Texas
Resolve Sprint cable customer issues/request and follow through to ensure customer satisfaction. Assist co-workers with their workload and support peer mentorship. Maintained Cable Partner loyalty by working urgent escalations and provided Root Cause Analysis on complex issues. Use multi-tasking skills, including the ability to simultaneously listen on the telephone, understand a technical question and resolve the technical challenge while working in an advanced computer system.
ACCOMPLISHMENT
Multiple technical awards for work performance.
Received award for customer service recognition and ability to work well with the other team members.
Awarded a Customer Excellence Award upon the completion of a project that created opportunities for more business.
. Top representative in department with customer satisfaction surpassing 99.9. %.
Led change management initiatives to improve productivity and QA by 98%.
June 2003 to June 2005
Business Customer Service Rep I
Sprint PCS Corporate End Users–Fort Worth Texas
Resolved Sprint corporate end user’s issues/request and followed through to ensure customer satisfaction. Increased company revenue by using effective sales techniques. Assist Supervisors with Customer escalations. Use multi-tasking skills, including the ability to simultaneously listening on the telephone, understand a technical question and resolve the technical challenge while working in an advanced computer system.
ACCOMPLISHMENT
Awarded with the Sprint's President Award for excellence in sales.
Consistently generated additional revenue through skilled sales techniques
Cross-sold services at a rate of 90%, upgrading customers to different plans and product packages.
April 2002 to June 2003
Senior Customer Service Rep
Sprint USAA Member Services –Irving Texas
Resolved escalations from USAA members, resolved the most complex service issues with billing, service plans and calling features. First level trouble shooting for USAA members with Long Distance and Sprint Wireless service, Assisted the training department through one on one peer support answering question on processes and procedures for Sprint Wireless and Sprint Unbundled Network Element Platform, also trained peers and Supervisors on new Unbundled Network element Platform features offered by Sprint Increased company revenue using effective sales techniques
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ACCOMPLISHMENT
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
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Winner of the “Sprint manger’s Best Employee of the Quarter” Award, every quarter from 2005-2008
. Earned highest marks for customer satisfaction, company wide.
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