Customer Service & Technical Support Specialist

Althea V Henderson

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

Richmond, VA Phone: 804-***-****

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

Job Objective

Seeking a position in Customer Services that will benefit from my experience, my unique talents and accomplishments, and will contribute to my professional growth. Both part time and full time customer service positions are of interest. I will consider only work-from-home job opportunities. I am eligible for a management position.

Experience

Virginia Department of Taxation From February 2023 – March 2024

Collecting tax payments using the bank routing number and account information. Setting up payment plan arrangements according to the Department of Taxation guidelines. Providing excellent customer service to all customers.

Arise/Intuit (Online) From February 2017 – April 2017

Customer Service/Technical Support

This was a seasonal job during tax season to assist customer to navigate the Intuit program to complete their tax returns before the IRS deadline. Helped customers with a variety of problems including technical support. Using resources to answer tax questions and to educate the customers on certain tax laws.

Kensington Research and Recovery (Online) From January – December 2016 Customer Service/Sales

Calling a list of potential and former customers to get their agreement to allow Kensington to lower their property taxers. Keeping extensive records negotiating payment and making sure customers receive the legal documents and that they are returned in a timely manner. Following up with the customers once the legal documents are received so they can be contacted next year.

ACD Direct ( For Non-Profit organizations, (Online). From February 2015 – February 2017 Customer Service Representative.

Responsibilities: Taking donations for non-profit organizations, such as all PBS Stations and the following non-profit groups, ASPCA, WWP, DAV, and UNICEF. For the PBS stations taking donations for products offered on the air with descriptions, cost. Taking and verifying all information, including credit card information. Handling complaints of all types and performing callbacks. This is inbound and outbound calling on an operation level. Software was downloaded and installed. All computer issues were handled by the representative as an independent contractor.

Arise/DC Direct, (Online). From March 2013 – December 2013 Customer Service Representative

Responsibilities: Provided and elevated customer experience to generate a loyal clientele. Developed a reputation as an efficient service provider with a high level of accuracy. Managed a wide variety of customer service and administrative tasks to resolve customers issues quickly and efficiently. Asked open-ended questions to assess customers needs. Learned, referenced and applied product knowledge information.

Verizon, 3811 Hungary Spring Rd., Henrico, VA From January 2004 – March 2012 Senior Account Executive

Responsibilities: Answered a large amount of incoming calls per day, addressing customer inquiries, solving problems and providing new product information. Used up-to-date knowledge of sales and corporate promotions to answer product questions. Investigated and resolved inquiries and complaints in a timely and efficient manner. Built long-term customer relations and advised business customers on setting up their telecommunications system for their business. Help drive sales goals and achieve monthly quotas.

Education

Centura / University, Midlothian, VA June 1998 - May 2000

Associate Science Degree - Computer Applications and Computer Software

J. Sargeant Reynolds/ Community College Richmond, VA June 1997 - December 1997

Studied “Oral Communications” (to improve Customer Service Skills).

Special Skills

Exceptional communication skills

Strong client relations

Creative problem solving

Strategic sales knowledge

Credit card processing

Quick learner

2

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