Customer Service Representative

Regina Jones

***** ***** **. ***# ***

Houston, TX 77099

Cell : 713-***-****

Objective

To obtain challenging long term employment with opportunity to utilize my skills and positive attitude, while contributing to the growth and success of the company.

Qualifications

Typing (35 w.p.m.), Filing, Bookkeeping, Shipping and Receiving, Account Payable, Customer service. Sales, Data Entry, MS Word, MS Office, Excel.

Employment History

2009-2011 ABM Engineering Houston, TX

Customer Service Representative/Dispatcher

.Dispatch and generate work orders for techs.

.24/7 answering service for the main switch board.

. Take messages emails clients.

.Report emergency calls promptly to on call supervisors.

2007-2009 Gexa Energy Houston, TX

Customer Service Representative / Rep Assist

.Answered inbound calls regarding billing, new service, and transfer service.

.Resolve customer complaints and escalated calls from representatives within call center.

.Worked directly with supervisors on resolutions with customers accounts.

.Assisted with paper work for New Hire Classes.

2004-2007 Houston Community Call Center Houston, TX

Supervisor

.Manage Team of 15-20 agents

.Monitor calls weekly on quality and provided feedback.

.Monitor agent’s adherence and handle time on calls and provided feedback.

.Process agent’s weekly payroll.

.Attend weekly calibrations per clients.

2001-2004 Trilegiant Houston, TX

Customer Service Representative/Lead

.Assisted customers with receiving updated membership information on products.

.Provided benefit re-sell on products information when customer called to cancel service.

.Supervised New Hire class during third week of training.

.Worked with agents providing feedback on quality scores.

2000-2001 Verizon Wireless Houston,TX

Customer Service Representative

.Assisted customers with information regarding billing.

.Offer up sell on new service and new products offered.

.Enrolled customers for new service

Education

Houston Community College

.Management Development courses

.G.E.D.

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