Customer Service Representative

JEFFREY S. WORTHEN

*** *. *** ******

Darby, PA *9023

215-***-**** -mobile

610-***-**** -home

*********@*****.***

Customer service background with strong belief that customer satisfaction is key

Patient, great communicaton skills, effective listener with the capability to multi-task.

Willing to go the extra mile and be able to do what it takes to ensure effective results.

SUMMARY OF QUALIFICATIONS

• Award-winning employee as a professional, including substantial experience as a

Retention/Sales Agent with IONOS. Telefundraiser with SD&A Teleservices, Inc, Test Administrator with M.Davis & Company, Customer Service Representative with Member Solutions & CGFNS International.

• Excellent communication, presentation, and negotiation skills. Can be counted on to listen carefully to prospective clients, accurately evaluate their needs, customize appropriate sales presentations, and establish a productive rapport.

• Persistent, challenge-oriented individual with a tireless work ethic and an unwavering sense of professionalism.

• Computer literate: Intermediate knowledge of the Internet, Microsoft Word, Powerpoint and Excel and Windows 10 & 11 Professional Version.

PROFESSIONAL HIGHLIGHTS

09/2012 – 12/2023 IONOS (Formerly1&1), Philadelphia, PA

Retention/Sales Agent

Retaining customers regarding cancellation requests by offering discounts or

downgrading,upgrading or sidegrading (switching billing cycle from

monthly to annual or vice versa to the same product).

Selling of IONOS’s products and services.

Updating payment methods and adjusting invoices when warrented

Cancellation of an account upon customer’s request.

Started with the company as a 1st level billing agent in 2012 then was

promoted to a 2nd level billing agent handling more complicated billing

issues such as chargebacks and collections in 2015.

Was transferred to the IONOS Retention Team in 2019, then became the part

of the IONOS Telesales team in 2022.

04/2012- 08/2012 SD&A TELESERVICES,INC. Philadelphia, PA

Telefundraiser (Temporary Assignment Short-Term Part-Time)

Outbound calling to current and past patrons regarding new campaign

donations

Renewing of membership on behalf of the Philadelphia Orchestra.

03/2011- 08/2011 M. DAVIS & COMPANY, Philadelphia, PA

Test Administrator (Temporary Assignment Short-Term Part–Time)

Randomizing and sending email inquiries to specific audiences.

Tracking the email responses to the email inquiries.

Extracting and categorizing each email response using strict methodology

using strict methodology protocols

.

09/2009-12/2009 MEMBER SOLUTIONS, Jenkintown, PA

Customer Service Representative (Temporary Assignment Short-Term)

Handling both in-bound and out-bound telephone calls from customers and

business clients regarding the status of their accounts. Make billing adjustments

such as: waiving late or processing fees, deferring payment due dates

and cancellation of an account upon customer’s request.

06/2006-08/2008 CGFNS INTERNATIONAL, Philadelphia, PA

Customer Service Representative

Handle in-bound telephone calls from international customers regarding

their credential evaluation program process status.

Providing general information concerning other CGFNS International’s

programs and services.

EDUCATION

Graduate Philadelphia, Philadelphia, PA

Certificate – IT/Customer Support Program via Accenture (2024)

Community College Of Philadelphia, Philadelphia, PA

General Studies Coursework (1980-1984)

Roxborough High School, Philadelphia, PA

Academic Diploma (1980)

Contact this candidate