customer service rep
Resume:
ROSALIND HELEN JOHNSON
Richmond, CA 94806
***.*******@***.***
QUALIFICATIONS
TECHNICAL SUPPORT
* ************ ********* *********: two-way radios, pagers, wireless credit card machines, desktop credit machines, and cell phones.
2 Program pagers, cell phones, and credit card machines to merchant and client specifications. Recommend upgrades. When providing loaner equipment, ensure it duplicates original specifications, signal strength and speed.
3 Solve technical issues over the phone.
4 Repair units in-house, build programming record on computer, then program hardware.
5 Consult with clients to identify technical problems then direct the action.
6 Analyzed and sent test pages; performed signal testing; inspect equipment after repair.
7 Consistently train to remain current on new technologies and programs.
8 Train clients on new equipment use and help them navigate screens to enhance features.
CUSTOMER SERVICE
1 Act as advocate to analyze problems and recommend resolution options to clients. Expedite customer issues to satisfy client, deadlines and company policies. Compile reports for weekly staff meetings.
2 Review new contracts for accuracy.
3 Inform clients regarding equipment use, product upgrades, and warranty issues. Determine through screening if proper equipment and documentation has been received from the manufacturer.
4 Train, motivate, and evaluate new customer service representatives. Supervised customer service staff.
5 Demonstrate positive work ethic at all times.
6 Modify and observe customer accounts and make necessary adjustments. Research and resolve billing disputes. Maintain customer profile through documenting each stage of work by customer service or technician.
7 Dispatch orders to drivers and field technicians.
8 Identify potential equipment or area problems and report to manufacturer or appropriate professional.
COORDINATION
1 Process inventory sheets to computer.
2 Coordinate delivery schedules.
3 Collect, review and process customer contracts.
4 Develop product reports for the purpose of monitoring inventory and increasing sales.
5 Manage loaner equipment.
6 Balance work flow between two sites; prioritize and distribute daily work to meet deadlines.
EXPERIENCE
Work Flow Coordinator, Wells Fargo Bank, San Francisco, CA 12/2007 – 7/2009
Programmer, CMS Services, Richmond, CA 6/2001 – 8/2007
Full Service Representative, COCA COLA, Union City, CA 2/2000 – 3/2001
Service Expeditor/Coordinator, NEXTEL COMMUNICATIONS, Alameda, CA 3/1998 – 12/1999
Operations Supervisor, PAGEMART NATIONWIDE, Hayward, CA 4/1993 – 1/1998
Reproduction Manager, HARLAN TAIT ASSOCIATES, San Francisco, CA 5/1990 – 8/1991
Customer Service Representative, HEADQUARTERS COMPANIES, Oakland, CA 5/1989 –5/1990
Office Services Manager, VICOM/FCB, San Francisco, CA 7/1987 – 5/1989
EDUCATION AND TRAINING
Courses in Veterinary Medicine and Photography, City College of San Francisco 1980 - 1982
Diploma, BALBOA HIGH SCHOOL, San Francisco, CA 1980
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