Customer Service

ANDREA M. DUGGINS

*** ***** ******

Adah, PA ****0 • 724-***-**** • e-mail: ******.*******@*****.***

OBJECTIVE To obtain employment in information technology or customer service related fields.

EDUCATION California University of Pennsylvania California, PA Minnetonka, Minnesota

2002-2004

A+ Microsoft Certified

EXPERIENCE Travel Services Specialist 2006 – Present

Priceline.com Brownsville, PA

Trained to work in two Global Distribution Systems, as used by current Airline Industries. Handled customers on the phone as well as fielding inquiries from airlines. Managed internal reporting as well as handling important daily queues.

• Nominated for agent of the year

• Functioned as a Team Lead to assist supervisors and agents on the floor

• Up-trained agents to handle more advanced tasks

• Provided professional presentations to corporate contacts

Customer Support Phone/Chat/E-mail 2004-2006

Iomega Brownsville, PA

Provided support for customers on the phone, as well as chat and e-mail environments. Set up Return Merchandise Authorization for replacement units.

• Functioned as after-hours connection to advanced customer support.

• Suggest new database information/modified existing database information

• Fielded calls from Asia Pacific area overnight

RELATED • Very detail oriented

SKILLS • Flexible and able to adapt to changing work environment

• Able to work and communicate with all levels of management

• Desire to further education and skills within the work environment

• Able to work independently and handle a variety of tasks

• Ability to work with computer software as well as supporting computer hardware.

REFERENCES Available upon request

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