Customer Care Support

CURTIS FARRIS

* ****** **, *** ** Ocean, NJ *****

******.*******@*****.*** 732-***-****

PROFESSIONAL EXPERIENCE

*/****- **/**** ** Leasing and Management

Neptune NJ

Owner / Operator

Amazon B+ rated, 100% on time, 100% disruption free Maintain vehicle and identify routes in the Eastern US region for pickup and delivery. Interview perspective drivers and dispatchers

Review and maintain driver logs for DOT

Review cost effective savings for company and administer payrol 6/2017 – 9/2021 Spectrotel Holdings

Neptune, NJ

Customer Support

Answer inbound customer calls and email inquiries, with a focus of quick and concise resolution Open repair or billing tickets for customers when they need higher tiered attention 1st level troubleshooting using MLT testing of ILEC loops Respond to billing inquiries and resolve billing issues Identify circuits via the account information in the CS database and circuit paths by CLR 3/2006 - 10/2016 Vonage Holding Inc.

Holmdel, NJ

Essentials Care Analyst

Assist new customers in building accounts thru cloud based pbx system Creating call flow structures and troubleshooting IVR system Support clients in resolving issues pertaining to billing questions and account maintenance Site Administrator

Distributing CPI Tokens

Resetting passwords for Customer Care organization and documenting data Creating SOP’s to be distributed throughout the organization as a standard price Adherence Analyst

Advising the customer care organization of employee call-outs, tardiness and agent availability Sending emails and providing data from various software applications Prepare reports by collecting, analyzing, and summarizing information. Intraday Analyst

Communicate real time with all managers and team leaders regarding issues on the floor which may impact service levels.

Contact vendors in regards to issues

Implemented a new call routing system

Account Management-Retention Specialist

Answer inbound calls from existing clients to assist in customer retention Perform excellent customer service to aid in helping a customer to not cancel their account. Maintain excellent knowledge of products and services in order to understand the customer’s need and manage multiple accounts

EDUCATION

Brookdale Community College, Lincroft, NJ Graduated: May 2015 (Paralegal) T.H.E Technologies, LLC Toms River, NJ/ Shore Tractor Trailer School, Forked River, NJ COMPUTER SKILLS

Microsoft Access, Excel, Outlook and Power Point

Windows NT and NT Server

Network Essentials

2000 Professional

Advanced Computer Configuration and PC Configuration Troubleshooting.

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