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Experienced Customer Service Representative

Mableton, GA, 30126
November 23, 2009

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To obtain an administrative position that will benefit from my initiatives, capabilities and contributions. I am especially interested in a position with the potential for advancement and increased opportunities to develop new skills.


Alabama State University (online) BA; Mass Communications

May 2010


The Coca-Cola Company Customer Communications Specialist

Mar. 2009 - Current

• Acts as the first point of contact responsible for the accurate resolution of consumer and retailer inquiries and requests via phone, email, or other access channels.

• Handles an average of 80 inbound calls daily.

• Understands scope of services and escalates items to Priorities 1-3 as defined.

• Investigates requests which cannot be resolved by analyzing the nature of the request and routing to appropriate Priorities 1 support.

• Logs all calls on the Siebel system. Updates other systems as needed.

• Provides the most effective and efficient handling of customer calls while abiding by strict quality guidelines set by upper management.

• Ensures quality customer experience by communicating empathy to de-escalate difficult situations.

• Handles all incoming correspondences to the company and responds accordingly.

• Uses excellent verbal communication including proper grammar, tone, and a clear speaking voice to ensure solid communication with the customer via


• Demonstrates excellent written communication skills including proper grammar and correct sentence structure to document cases.

• Effectively uses 6 or more systems simultaneously.

• Handles urgent and sensitive documents that requires employee signature to acknowledge receipt.

• Responds to business proposals, idea submissions, product inquires, etc. via physical correspondence and email

The Sertec Corporation Customer Care Analyst

Apr. 2008 - May. 2009

• Intake and document in real time customer calls in reference to visits to national restaurant and retail establishments.

• Create and detail accurate incident reports, forwarding the reports to the appropriate levels of upper management.

• Issue compensation (when applicable).

• In-take, with highest level of professionalism, a minimum of 100 in-bound calls.

• Adhere to stringent productivity levels in regards to report numbers, call quality, accuracy, call availability etc.

• Accurately detail category tally to assist upper management with an over-view of customer concerns, complaints and compliments.

AEGON Insurance(temporary) Customer Service Agent

Sept. 2007- Apr. 2008

• Provided assistance to customers account holders and internal departments with information pertaining to customers credit/ life disability gap and dept insurance.

• Processed new and cancelled insurance certificates per customer or account request.

• Updated and explained account statements to clients via phone.

• Inbound Call-center environment

• Issued refund amounts for accounts paid off early.

• Assisted car dealerships banks and credit union with information regarding their customers’ credit/life insurance.

A Plus Hospitality Administrative Support/ Human Resources Assistant

Sept. 2005- August 2007

• Assisted clients and employees via office or multi-line phone.

• Maintained and updated all employee, office and client records

• Handled and maintained general office needs.

• Prepare orientation packets

• Process New Hire Packets

• Arranged meetings and scheduled appointments.

• Assist during interviewing procedures

• Prepared and maintained all data/spreadsheets for administrative department

• Recruited new clients to provide quality staffing services.

• Handled all client complaints and submitted the complaints to the appropriate personnel.

• Provided follow-ups to clients to ensure client satisfaction

SKILLS AND QUALIFICATIONS______________________________________________________

• 50 wpm

• Excel

• MS Word

• MS Outlook

• Internet

• IBM Mainframe

• Senergy

• ImageRight

• Siebel

• Lotus Notes

• MAS 200


• HIDA Advanced Customer Service

• Excellent written and oral communication skills

• Interpersonal customer skills/ Strong sales and customer service

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