Customer Service Specialist
Resume:
Bonita Rene Pugh
Mooresville, NC 28115
OBJECTIVE: To obtain a position within a company that will allow me to utilize my work experience and education to become an integral part of the company. EDUCATION: A.A. Business from Feather River College, Quincy, CA 95971 Sedgwick from 2019 to now
Assisted with FMLA and Medical leaves for contracted company employees. Traced the end resolution for their application if needed. Answered questions about their pending application and if additional information from the client or doctor is needed. Minted LLC
Position: Customer Service Specialist
Explained to customers how to customize their cards and/or art prints on the minted website. Assisted them when necessary to put the order into their shopping cart. Assisted new employees with questions from customers and escalations from customers wanting to speak to a manager. Replace lost and damaged orders with company printers. Applied credits for Inbound returns from minted customers. 7/2016 to Present
TELEPERFORMANCE, LLC
Position: IOS Tier 1 Chat Advisor
I assisted customers with their IOS Apple wireless issues with their IPhone, IPad and IPod devices. I also set up repair orders and Genius Bar appointments at the Apple Retail Store. If needed added Apple Care Plus to accounts with the customers approval. I worked from home office with this position. 7/2013 to 2/2016
XEROX
Position: IOS Tier 1 Advisor
I assisted customers with their IOS Apple wireless issues with their IPhone, IPad, and IPod devices. I also set up repair orders and Genius Bar appointments at the Apple Retail Store. If needed added Apple Care Plus to accounts with the customers approval. 3/2013 to 7/2015 GUTHY-RENKER FULLFILLMENT SERVICES
Position: CAT Team Customer Specialist
Ask additional questions to document and create a time line from adverse reactions to various products from the customers. Assist with billing questions, refunds, missing deliveries and damaged product upon delivery. I worked from my home office with this employer. 01/2010 to 03/2013
CONVERGYS
Position: Customer Service
Worked with the U-verse project for this company. Assisted customers with connection issues, cable, internet and phone issues. I made appointments with installers etc. I worked from my home office for this employer. 01/2009 to 01/2010 Part Time Position. PEPSI BOTTLING GROUP
Position: Pepsi Direct Service Representative II
I started with Pepsi Direct by taking inbound and outbound orders. Sell in new products and handled all the customers’ inquiries in a timely manner. Reducing out-of-stocks by reminding customers of products not ordered. Make outbound sales calls to customers on scheduled day & time. Then I transferred to Customer on Boarding Team duties are to contact new customers and welcome them to Pepsi Direct. Confirm delivery and establish day & time Pepsi Direct will call for order. We provide the customer with 800 phone number for faster service. Mail the customer a welcome package which includes a location product availability listing. Help with delivery operations when requested by the resource allocation team. Ensure timely and accurate resolution of customer operational inquiries. 11/2005 to 12/21/2010 FORSYTH COUNTY DEPARTMENT OF SOCIAL SERVICES
Position: Caseworker II
Employed as a caseworker II for Cash assistance eligibility, I assisted with family and children’s Medicaid programs. I phoned area hospitals to retain information on all newborns so they could be added to mothers existing Medicaid case. Completed phoned verifications to various facilities to confirm information given by the client. Meet established deadlines made by the state for all cases. 07/2004 to 11/2005
NORTHWEST PIEDMONT COUNCIL OF GOV’T
Position: Clerk/Receptionist
Assignment was thru Randstad Temporary Service for customer service/receptionist working with ex-felons. I helped with resumes, housing assistance and health clinic referrals, etc. I also assisted with yearly Job Fair for Forsyth County. 02/2004 thru 06/2004 Hamilton County Social Services
Position: Employment Coach
I maintained a caseload of 250 clients, determined eligibility for Cash assistance, food stamps and State Medicaid. Assisted with agency hearing when it was warranted. Assisted with community referrals to help clients with resume writing, interview techniques and continued education. Meet the county deadlines every month for client renewals. Interviewed clients for continued services when scheduled. Completed other duties when assigned by my manager.
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