Customer Service Representative

*************@*******.*** HOME 443-***-**** Cellular 443-***-****

Office Skills

Typing: 50wpm Microsoft Office Word/Exel/Power Point

MapPoint/Outlook/NetAce/Vision/Lotus Notes/ Order Management/B.O.S.S

Numerical: 7400 Kps

Alpha/Numerical: 4500 Kps

Highlights

Throughout my career, I have delivered and developed exceptional Customer Service

and Business Operation Processes beyond expectation of employers. By exerting

animated communication, I am able to create phone scripts with minimal

information and produce non-verbal standards of operations to perform a task

within fast-paced environments, as well as motivate co-associates to find their

own animated communication skills As well as. Organization and multi-task

abilities have had auditors impressed with the functionality of my record

keeping. My problem solving abilities and attention to detail have had

employers ask if I had a clone.

Senior Customer Care Representative – Verizon Wireless 2008-Present

Transition – Assisting new hires in developing their skills to become a leader of the business. Coordinating and leading team meetings and recap sessions. Provide progress reports and action plans for process improvements.

800# Customer Care – Act as point of contact for the supervisor for our team. Provide assistance to supervisors by completing team follow-ups. Assist co-workers with improving quality and statistics by doing side-by-sides (for new hires and tenured). Volunteer time with new teams and supervisors to help increase productivity. Answer customer inquiries with billing, or technical related issues. Analyzing customer needs and developing solutions

Professional Experience

CUSTOMER SERVICE REPRESENTATIVE 2006 to 2008

Coke-Cola is one of the largest beverage distributors in the world institution

under. As a customer service rep, I was competent in performing both sales and

customer service duties. Customer Service responsible for handling routine

customer service inquiries related to benefit plan provisions, eligibility and

general procedures via telephone and updates computerized data entry system as

necessary.

DISPATCHER Exel Direct, Hanover, MD 2006 to 2006

Exel Direct Inc is the largest third party supply chain logistics company both

national and international. The local operation which I am a proud member of

transports and assembles furniture to homes for many prestigious companies such

as William Sonoma Home, Pottery Barn, Crate and Barrel, West Elm, and many

other online furniture distributors The basic function within the Dispatching

Department is communicating and producing reports when a "less than perfect"

delivery has happened. We handle 150 to 165 deliveries per day and when an

exception occurs information is gathered from delivery team and customer, the

content is edited and submitted to the Logistic Coordinators within a 24 hour

time period. Depending on the extent of a situation, these reports have to be

reviewed by the transportation departments, billing and claims, office and

warehouse operation managers. My goal is to represent and protect the

integrities of all, yet maintain the standards established by Exel and stay

within the boundaries of my position. At Exel I have to use a lot of problem

solving and customer service when dealing with our client's customers due to

complete dissatisfaction can result in a financial claim against Exel. I have

been recognized for keeping claims down. As a dispatcher to the delivery

teams, I get to couch them on how to build customer relation by communicating

procedures and processes to ensure comfort, respect, and trust.

TRAFIC LEAD/ SYSTEMS CLERK Columbia MD 1999-2006 GENCO as a traffic lead

and systems clerk my duties were to assign forklift operators and dispatch

there assignments as work was completes. I have worked very close with upper

management with making the decisions of the day-to-day operations on

distribution do merchandise in coming and out going of the business to the many

different stores and warehouse. I was a lead of a crew of fifty to sixty

people at a time. Along with the many other task as a office clerk, answering

multi-phone lines, faxing, doing the billing to the stores and warehouse,

getting the other shifts started for the day to day operations.

Education

Atholton High School, Columbia, MD 1999

General Diploma

Phoenix university Columbia, MD present

Associates

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