Versatile Customer Service Professional with Technical Aptitude
Resume:
Nov **** to Present
Jul ***1 to Jan 2013
Jul 2009 to Jan 2013
TEMILYA FORD
HOUTSTON, TX 77092
682-***-**** ***.*******@*****.***
CAREER SUMMARY
Customer Service Professional with extensive experience in fast-paced environments. Known for quick learning, strong technical skills, and a commitment to exceeding client expectations. Adept at troubleshooting complex issues, providing clear communication, and fostering strong client relationships. Thrives in dynamic settings, continuously enhancing the customer experience. QUALIFICATION SKILLS
Adaptability in Fast-Paced Environments Problem-Solving Skills Attention To Detail Troubleshooting Skills Multi-Tasking Empathy Customer Service Expertise Process Improvement Remote Support Quality Assurance Product Knowledge Positive Attitude Complaint Handling Billing and Payments Team Collaboration Sales Claims Management Active Listening Flexibility Conflict De-Escalation PROFESSIONAL WORK EXPERIENCE
ADVISOR II
Concentrix Houston, TX
● Coordinate and facilitate product replacements for defective items, adhering to company policies.
● Increased customer satisfaction scores by 15% through exceptional proactive problem-solving.
● Efficiently assist customers with troubleshooting and resolving technical issues with their devices.
● Reduced average call handling time by 20% while maintaining a high resolution rate.
● Accurately document and report any medical emergencies experienced by customers. INSTALLER/TECHNICIAN
DISH Denton, TX
● Successfully upsell additional products and services, contributing to sales revenue.
● Diagnose and troubleshoot satellite issues, providing timely resolutions and replacements.
● Boosted upsell conversion rates by 25% through targeted exceptional product knowledge.
● Achieved a 30% reduction in service call resolution times by implementing effective troubleshooting techniques and proactive issue management. ADMINISTRATIVE ASSISTANT
Pinnacle- Oncor Electric
● Dispatched crews promptly to address emergency outages, ensuring quick restoration.
● Advised call center representatives and customers on the status of their electric accounts.
● Accurately processed payroll for line crews, ensuring timely and precise compensation.
● Reduced emergency outage response times by 20% through improved dispatch protocols.
● Increased customer satisfaction scores by 15% by providing effective communication. TAX SPECIALIST
First American Westlake, TX
● Addressed and resolved inbound calls regarding delinquent tax issues, ensuring solutions.
● Conducted research and analyzed escrow shortages, providing detailed reports
● Established and removed escrow accounts as needed, maintaining accurate records.
● Created and managed tasks for paying delinquent property taxes, ensuring compliance with regulatory requirements and client expectations.
Nov 2007 to Apr 2008
Oct 2003 to Aug 2005
Aug 1998 to May 2005
CUSTOMER SERVICE
Allegis-AT&T Fort Worth, TX
● Authorized bill credits for customers affected by service outages, ensuring prompt resolution.
● Identified and resolved address validation issues, coordinating appropriate dispatch.
● Calculated payments and arranged future payment schedules for customers, maintaining detailed records and ensuring compliance with payment agreements.
● Collaborated with cross-functional teams to address customer issues promptly and effectively, fostering a positive team environment and achieving shared goals. HR MANAGER
Standard Corp @DuPont Richmond, VA
● Conducted interviews and performed background checks for applicants, ensuring thorough assessment and selection of qualified candidates.
● Processed payroll accurately and timely for both hourly and salaried employees, adhering to payroll policies and regulations.
● Prepared exit interviews and handled disciplinary actions in accordance with company policies and procedures, maintaining fair and consistent practices.
● Provided employer statements and managed documentation for unemployment claims, representing the company’s interests and ensuring compliance with legal requirements. EDUCATION HISTORY
HIGH SCHOOL DIPLOMA
Trimble Technical High School
TECHNICAL SKILLS
Email Management Payroll CRM Software Phone Systems Data Entry Microsoft Office Suite Project Management SAP Chat Support Talent Acquisition Benefits Administration iOS Escrow
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