Customer Service Representative

Tamica Carby

***** ********* ***** *******, ** **601 240-***-**** ********@*****.***

Summary

Self-motivated and service-oriented call center representative with substantial experience in over-the-phone troubleshooting and customer conflict resolution. Attentive to details in all professional matters and highly skilled in telemarketing. Advanced call center software and complex PABX systems.

Skills

Typing up to 70 WPM,

Microsoft Office,

Multiline phone operation,

Microsoft Teams, Word, PowerPoint, Excel,

One Note and Outlook software,

Interpersonal communication,

Professional dictation and demeanor,

Conflict resolution, Organization,

Active listening,

Critical thinking,

Multitasking

Customer Service

Ordering food

Education

Fortis College Hyattsville, MD, Pharmacy Technician September 2012-April 2013

High School Diploma, Bowie High School Bowie, MD – Graduate September 1999-May 2003

Work Experience

Social Security Administration Baltimore, MD

Customer Service Representative November 20, 2022 – September 21, 2023

Assisting people in establishing entitlement and receiving benefits for people who have retired, disabled, dependent on Social Security beneficiaries.

Adjudicating, authorizing, or reconsidering claims for benefits.

Representing programs before the public and providing information through various media.

Studying operations, case processing, systems operations, methods, and procedures to improve the operation and delivery of programs and to assess the integrity and quality of program operations.

Interpreting program requirements.

District Court Upper Marlboro, MD

Criminal & Traffic Clerk April 10, 2019- February 1, 2022

Uphold all court files and records to ensure they stay up-to-date and accessible.

Answer the phone to take messages and transfer calls to the applicable colleague.

Assist in all office management and administrative processes.

Prepare and distribute case jackets. Handle in-person and over-the-phone customer service.

File Expungements, civil, traffic, and criminal cases.

Strip and Archive criminal and civil cases. Assist law enforcement officials with warrant documentation.

Managing files and documents with printing and copying.

Assist Judges and State Attorneys with case trial and records.

Daily use with Office Machine, Printer, Scanner, Copier.

Comcast Silver Spring, MD

CE / Cust Exp Rep December 2016-July 2018

Interacted with customers by telephone or email to assist with a variety of customer inquiries and issues regarding billing, repair, and retention needs.

Troubleshot and resolved technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience.

Articulated relevant information and directions in an organized and concise manner.

Communicates and explains account information to the customer with focus on first-call resolution: accurately calculated and communicated taxes, fees, one-time charges, and recurring monthly fees.

Explains billing cycles, processes, pro-rates effectively to ensure that customers understand their statements.

Corrected discrepancies on customers’ billing statements and research customer billing situations as necessary when appropriate, follows established escalation procedures to expedite prompt resolution.

Processed payment information and attempts to collect delinquent account balances. Followed established troubleshooting procedures using the appropriate resources and desktop tools.

Produced work orders according to established business rules and provided customers with appropriate guidance for unresolved out-of-scope issues. Established and maintained effective relationships with customers.

Acted as a product consultant, articulating product features and benefits and making recommendations based on customer needs and interests, identifying buying signals and asking for the sale, reselling current value or right-size, delivering a quality customer experience.

Used multiple tools and systems (billing systems, knowledge base, technical tools, etc.) and applied information to customer situations. Complied with company policies and procedures while applying sound judgement within scope of their empowerment, followed guidelines for customer proprietary network information (CPNI) and personal identifiable information (PII). Educated customers and promoted self-service options. Consistently meets or exceeds established goals and performance metrics. Regular, consistent, and punctual attendance. Attended training as required.

OfficeTeam Rockville, MD

Administrative Assistance September 2015-October 2016

Hadassah

Oversee receptionist area, including greeting visitors, responding to telephone and in person requests for information, also determines to whom and when they could speak with specific individuals. Typed documents such as correspondence, drafts, memos, emails, and contracts for management.

Purchased and maintained office supplies inventories and being careful to adhere to budgeting practices. Maintain utmost discretion when dealing with sensitive topics. Opened, sorted, and distributed incoming messages and correspondence. Process Purchase Requisitions by using the computer.

Plan to schedule meetings and appointments. Maintain a regular filing system for purchasing and check requests; copy and mail check requests.

Coordinate conference room for meetings as requested by the management team. This may include light cleaning and setting up materials.

Perform light cleaning in the office kitchen and common areas. ● Provide some assistance with fundraising.

Access Intelligence

Answered central telephone system and directed calls accordingly. Received the public and answered questions, in person and by telephone; responded to inquiries from employees, citizens and others and referred, when necessary, to the appropriate, official or department. Prepared outgoing mail using Pitney Bowes and UPS machines; sorted and distributed incoming mail. Maintained office supply inventory.

Brainscope

Performed data entry. Add new files to archives, modified and purged entries; ● Destroyed and created new file folders. Aided people in retrieving information and photocopied files.

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