CSR Professional Resume

Adrienne J. Agee

**** ******** ***** **, *** ****  Suwanee, GA 30024  ************@*****.***  585-***-****

Qualifications Summary

Highly personable Customer Service Professional with over ten years of experience in account management, sales processing, problem-solving and troubleshooting, and call-center operations within the telecommunications, insurance, and utility industries.

Talent for identifying customer needs and presenting appropriate company product and service offerings.

Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.

Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.

Expertise in resolving escalated customer service issues.

Secured numerous company achievement awards for delivery of exceptional customer service.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®). As well as Lotus Notes.

Ability to type 40 words per minute,

Professional Experience

Unisys Technical Services – Rochester, New York 2008

Service Support Representative 2 (2008)

Served as Service Support Rep 2 for a major credit card company.

Provided employees with tools to maintain and increase service levels to both internal and external customers. Worked closely with other departments to clarify information, and distribute reports. Gathered, analyzed, and reported daily/weekly/monthly service statistics.

Worked with 28 Technical Service professionals covering 2 states (Utah and New York), responsible for more than 3,800 individual capital one employee accounts.

Provided first line of telephone support of hardware, systems, sub-systems and/or applications.

Quickly and effectively solved customer challenges.

Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service.

Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.

Excellus BCBS of Rochester – Rochester, New York 2007

Customer Satisfaction Advocate

As Customer Satisfaction Advocate, handled benefits verification for a leading insurance provider.

Investigated and resolved customer concerns in collaboration with other departments. Resolved customer inquiries via telephone, mail and email concerning, but not limited to, contract benefits, claim payments, and enrollment. Provided measurement on volume and trends to determine agency education needs and improve customer satisfaction and retention.

Acted as a liaison among the customers, business partners, and plans in a professional, self-directed manner to ensure and promote customer satisfaction and retention.

Exercised tact, patience, professionalism and perspective at all times in responding to internal/external customers, regardless of the issue or the customer’s demeanor.

Demonstrated flexibility with scheduling to meet customer demands.

Frontier Communications – Rochester, New York 2006

Sales and Service Specialist

Served as Customer Service Representative for a National $2.3 billion dollar telecommunications company.

Interfaced with customers to identify needs, and provided solutions. Completed monetary transactions, and resolved issues as needed. Up sold existing and new customers to packages that included DISH, and high speed internet.

Received accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues.

Education and Training

Business Administration major  Monroe Community College – Rochester, New York

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