Customer Service Representative
Resume:
William E. Woods, Jr.
Raleigh, NC 27616
Phone: 336-***-****
Email: *********@*****.***
OBJECTIVE: To obtain a position as a customer service representative.
SUMMARY OF QUALIFICATIONS
• Highly efficient and gifted-Tier 2 Technical Care Representative with an impeccable work ethic and reputation for superior communications skills.
• Well Rounded-Attended North Carolina Agricultural and Technical State University to major in Biology while obtaining over 10 years of customer service and technical care expertise.
• Possess a strong sense of analytical skills coupled with problem solving and an “out-of-box” approach.
• Work closely with team managers and quality analysts to foster improved understanding of call trends and reach favorable solutions.
• Proven ability to adapt and solve problems to exceed target statistics driving organizational results and growth.
PROFESSIONAL EXPERIENCE
AT&T, Greensboro, NC 2008-Present
Tier 2 Technical Support Representative
• Completed “White Belt Level” training in Sigma Six Program and attained placement in rotation for Same Day Floor Care and Ticket Team Representative as according to business needs.
• Resolve technical concerns using Windows-based computer tools while adhering to specific policies, processes and procedures.
• Advise and educate internal and external representatives to facilitate technical resolutions and streamline desired results.
AT&T, Greensboro, NC 2007-2008
Small Business End User Care Representative
• Acquired and maintained above average scorecard ratings for performance metrics.
• Accepted inbound calls from AT&T Business consumers, representatives and agents from different sales channels to resolve customer issues.
• Provided feedback to various analysts and department heads to devise accelerated solutions.
William E. Woods, Jr.
Page 2
Spherion, Greensboro, NC 2006-2007
Customer Service Representative
• Achieved delegation to supervise team of temporary hire agents.
• Accepted inbound calls from agents from different sales channels to aid in consumer transactions and activations for the Credit and Activation department for Cingular Wireless.
• Collaborated with fellow representatives to improve statistical results using approved processes and systems.
NCO/RMH, Inc., Greensboro, NC 2002-2005
CSTA/Tracing Agent
• Maintained all quality and performance based metrics attaining top performer during calendar year.
• Fielded inbound calls from account and non-account customers to initiate tracing investigations to locate missing parcels being shipped by UPS.
• Researched and monitored the results of tracing investigations and communicated findings of said investigations to shippers and receivers of missing parcels.
• Resolved any other consumer related concerns.
INFONXX, Mcleansville, NC 2001-2002
Workforce Monitor
• Attained promotion to position within 3 months of hire date.
• Regulated and monitored inbound customer call flow and monitored schedule adherence for floor representatives.
• Arranged designated schedule events for call center representatives while maintaining and relaying center performance to various departmental heads via email.
• Supervised floor representatives and aiding in inbound call concerns.
APAC Customer Services, High Point, NC 2000-2001
Universal Agent
• Promoted and fostered new communication techniques to propel team to top performers for 6 months consecutively.
• Accepting incoming calls from account and non-account customers with UPS resolving customer concerns.
• Using Windows-based programs to multitask and resolve consumer issues
William E. Woods, Jr.
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EDUCATION
• North Carolina Agricultural and Technical State University, NC, BS Biology (146 hours completed)
• Douglas Byrd Senior High School, NC, High School Diploma
SKILLS AND SYSTEMS
• Microsoft Office
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Microsoft Office PowerPoint
• Internet
REFERNCES
Diounte Gibson 336-***-****
Team Manager
AT&T
3709 Wireless Dr
Greensboro, NC 27455
Zaimah Muqtasid 614-***-****
Program Director
Signa Healthcare
Columbus, OH
Cathy Geary-Wilson 336-***-****
Area Manager
AT&T
2002 Pisgah Church Rd
Greensboro, NC 27455
William E. Woods, Jr.
3308 Daingerfield Dr.
Raleigh, NC 27616
Phone: 336-***-**** Email: *********@*****.***
Dear Hiring Manager,
I am responding to a recent posting for an opening for customer service representative. I was compelled to apply because of my previous call center and internal helpdesk experience.
As you will see from my resume, I have over ten years of customer service experience handling multiple consumers and internal employees which is a solid fit with your business. My work record reflects an augmented degree of understanding, efficiency and accelerated learning. Also, my experience is an asset in any fast-paced environment.
I hope to have the opportunity to interview with you and discuss your requirements further. You may contact me at 336-***-****.
Thank you for considering me for the position of customer service representative.
Sincerely,
William E. Woods, Jr.
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