Customer Service Representative

CAROLYN D. HILL

Pasadena, CA ***** 323-***-**** **********@*****.***

OBJECTIVE:

To obtain a position in customer service that will enable me to utilize my strong organizational skills,

my ability to work well with people and my educational background

SKILLS & QUALIFICATIONS:

• Twenty-five years experience in customer service

• Skilled in variety of customer data bases

• Ability to analyze and examine complex financial and billing records

• Extensive Medical Terminology, Human Anatomy, Physiology

• Excellent written and verbal communication skills

EXPERIENCE:

Sitel Inc Longview, TX 03/07 to 04/10

Customer Service Representative

• Responsibilities included handling Verizon Wireless customer questions,

complaints and billing inquiries with the highest degree of courtesy and

professionalism to resolve customer issues with “one call resolution”

• Offered alternative solutions when appropriate with the objective of retaining

customer business

• Handled business transactions in connection with activation of new customer

accounts via computer terminal

• Communicated with customers using web based tools and demonstrated proficiency

in typing and grammar

• Responsible for making financial decisions to protect/collect Verizon Wireless

revenues and the adjustment of customer accounts when necessary

• Assisted management with scheduling and tracking of the workforce schedules in

accordance with set Company guidelines

Convergys, Inc. Longview, TX 01/05 to 03/07

Customer Service Rep/Technician

• Responsibilities included researching, assisting and resolving issues with billing

problems, account activation, mobile phone and plan selections and troubleshooting

technical issues for AT&T customers

• Responsible for improving customer retention through programs and services

provided by AT&T’s mechanized systems to initiate and complete service orders and

handle customer requests

• Made recommendations according to customer needs regarding features, accessories,

upgrades and rate plans.

Los Angeles Unified School District Los Angeles, CA 09/01 to 03/07

Teacher Assistant

• Assisted the primary teacher with formulating daily lesson plans, implementing reading

schedule for students with special needs and assisting with the administration of tests

Education

Loyola Marymount University Los Angeles, CA Bachelor of Arts 1978

Ladera Career Path, Los Angeles, CA: Medical Biller/Coder/Health Claims Examiner Currently Enrolled

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