Customer Service Call Center

ANDREA STOKES

Williamsburg, VA *********@*****.***

Summary

Customer service professional with over 10 years of experience in high-volume call centers and customer support roles. Demonstrated expertise in managing inquiries via phone, email, and online chat, with a strong working knowledge of Microsoft Office Suite. Proven ability to effectively resolve customer issues, manage order details, and collaborate with internal teams to maintain high service levels. Skills

• Customer Service: call center, customer service

• Sales & Finance: sales, cash management

• Technical Skills: Computer Microsoft software

Professional Experience

Wide point wireless Dec 2024 - May 2025

Call center customer service representative

Provided prompt and supportive customer service via telephone, email, and online chat, ensuring timely resolution of inquiries regarding orders, products, and services.

• Collected orders for new or additional products while accurately recording customer contact details and actions taken.

• Assisted callers with questions regarding mobile devices and effectively troubleshot device setup and provisioning, coordinating with service providers and technicians when necessary.

• Escalated complex issues to assigned specialists or appropriate staff, ensuring customers received accurate solutions in a high volume environment.

• Leveraged call center and computer Microsoft software skills to deliver exceptional service and maintain customer satisfaction. Childcare network School Jan 2024 - Jun 2024

Lead Teacher

• Developed and implemented a developmentally appropriate curriculum to foster a positive learning environment.

• Designed safe and engaging learning spaces, ensuring classrooms were properly prepared and organized for daily activities.

• Utilized a variety of educational techniques, including storytelling, play, and media, to effectively teach children.

• Supervised children during activities to provide undivided attention and promote a secure learning atmosphere.

• Managed classroom organization and maintained clean environments before and after shifts.

• Communicated regularly with parents and guardians regarding their child's progress and behavior, providing constructive feedback.

• Led and supervised a team of assistant teachers and aides while collaborating with other staff members.

• Completed required classroom documentation and maintained accurate records. Commonwealth of Virginia DMV Feb 2023 - Jun 2023

Customer Service Technician

• Specialized training in Drivers Licensing and Vehicle Registration Processed forms and applications pertaining to the licensing of drivers, identification Cards, vehicle registration, and occupational licenses and provided assistance to members of the public regarding the use of the forms and applications Answered questions or provide advice to the public regarding licensing policies, procedures, and regulations Responsible for cash, checks, credit card charges, and inventories of documents, license plates, registration stickers, and other security items Assisted the public in processing transactions by entering data on a personal computer using a keyboard and mouse Amazon Apr 2020 - Mar 2023

Fulfillment Associate

• Processed, packaged and shipped orders accurately Organized stocks and maintained inventory Inspected products for defects and damages Examined ingoing and outgoing shipments Organized warehouse space Received, unloaded and placed incoming inventory items appropriately Checked, verified and filled customer invoices King Teleservices LLC Mar 2017 - Oct 2019

Customer Service Representative

• Received inbound calls and handled over 100 calls per day for 311 NYC Answered incoming requests in a friendly manner, responds to routine questions and takes complaints from the general public; inputs and/or logs information received into the call center's communications and computer equipment; directs requests to the appropriate department or agency for further action Performed follow-up on a variety of requests for information or public complaints; gives out information of a routine nature; refers inquiries to other sources as required; receives and answers minor operation problems for users Provided information of city agencies for the five boroughs to calling customers Referenced the computer database for relevant information and services Excellent verbal, written communications skills and listening skills Submitted complaints and requested services to appropriate city agencies Asked relevant questions to identify customer needs

Amark Logistics Inc Mar 2009 - Oct 2016

Customer Service Associate

• Assisted manager with daily operations, location open/close and product display maintenance Performed cash management for register POS transactions; open/close, voids, refunds and cashiering Completed and report daily product inventories for replenishment and reorder Up sold merchandises during events Took food orders and severed customers Education

DeVry College New York Dec 2016

Business Administration

New York City College of Technology Brooklyn Dec 2010 Colts Neck High School

Diploma

Certificate & Licenses

• Notary Virginia: 12/2023

• CPR: 02/2023

• Connect and protect network and network security: 12/2023

• Play safe risk management: 12/2023

• Professional Development Certifications Virginia for child development: 12/2023

• Sound the alarm : Detection and Respond

• Tools of the trade : Linux and SQL

• Foundations of Cyber security: 06/2024

• Foundations of project management

• Project Initiation Starting a Successful Project: 07/2024

• Capstone Applying project management in the real world: 8/ 2024

• Planning Putting all together: 8/2024

• Agile Project management: 8/24

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