Customer Service Call Center

Audrey Gray

Brandywine, MD ***** 240-***-**** ************@*****.***

Profile

Accomplished professional with extensive experience in administrative and customer service roles, demonstrating exceptional communication skills and the ability to effectively resolve complex issues and inquiries.

Proven track record of managing high-volume interactions and delivering accurate information, ensuring customer satisfaction and operational efficiency.

Adept at analyzing and interpreting data to troubleshoot problems and improve service delivery, leveraging strong problem-solving abilities honed over years in various customer-facing positions.

Experienced in administering benefits and support services, handling confidential information with discretion, and providing comprehensive assistance to diverse customer bases.

Highly organized and adaptable, with strong multitasking abilities and a commitment to fostering positive relationships, skills developed through extensive management of household responsibilities and military service.

Professional Experience

E.W.F Realty - Largo, MD Office Manager 2006 to Present

Manages daily office operations, including correspondence. Coordinates office activities, maintaining office supplies, and ensuring the office is organized and functional.

Provides administrative assistance to staff, including answering phones, responding to emails, and handling general inquiries.

Serves as a point of contact for visitors and communicating effectively with employees.

Potomac Electric Power Company - Forestville, MD Customer Care Representative 2004 to 2006

Delivered high-quality communication to the public regarding company policies and billing procedures, ensuring clear understanding and compliance.

Performed accurate mathematical calculations for billing reconciliation and verification, improving billing accuracy and customer satisfaction.

Resolved complaints and billing issues through data analysis and interpretation in a call center environment, enhancing customer service and issue resolution.

US Airways - Arlington, VA Human Resource Employee Benefits Representative 2001 to 2002

Managed a high volume of employee and retiree inquiries regarding benefits via phone, in person, and in writing, providing timely and accurate information.

Administered various employee benefits programs, including health, dental, and retirement plans, ensuring seamless benefits management and employee support.

Assisted with leave and FMLA administration, effectively handling complex benefit issues and contributing to overall HR efficiency.

American Geophysical Union - Washington, DC Member Services Representative 1995 to 2001

Facilitated membership enrollment and renewal processes, providing exceptional service through telephone, email, and fax communications.

Resolved membership benefit issues, including issuing refunds and addressing inquiries, enhancing member satisfaction and retention.

Represented the organization at annual meetings, enrolling new members and fostering relationships through face-to-face interactions.

Previous Career History:

Ticket Agent/Customer Service, Piedmont US Airways, Mesa Airlines - Arlington, VA

Traffic Management Specialist/ Passenger Travel/Surface Freight Specialist

United States Air Force - Wurtsmith AFB MI State Airport/Warfield ANGB Middle River, MD Andrews AFB MD

Education Military Service Commendations

Attended Hinds Community College, Raymond, MS

USAF Technical Training School Sheppard AFB, TX USAF Community College Wurtsmith AFB, MI

United States Air Force, Sergeant (1986 to 1993) - Provided support to various air force bases during Operation

Desert Storm and Operation Desert Shield.

Commendations: Awarded Air Force Longevity Service Award Ribbon, National Defense Service Medal (Operation Desert Storm), Air Force Meritorious Service Medal, Air Force Achievement Medal, Outstanding Unit Award

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