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Customer Service Representative

Alpharetta, Georgia, United States
March 13, 2012

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• Work well without supervision

• Over 16 years of customer service experience

• Multiple forms of customer service skills

• Ability to prioritize and remain focused on the essence of an issue

• Excellent with customer support services

• Skilled at learning new concepts quickly while working well under pressure


2011- Current Kelly Services/ Jackson Hewitt Tax Services Rome, GA

Chat Customer Service Representative (Temporary Assignment/Work from home)

• Handled inbound chats pertaining to self prepares online tax return

• Managed multi-chats at one time

• Used probing skills to determine the true issue the client is experiencing

• Walked through how to make a correction to a rejected tax return

• Walked through where certain items must be placed into the software

• Advised the status of the return

• Explained pricing for each tier of filing options

• Explained the difference between Return Transfer Option and Return Anticipation Loans

2011/2011 Kelly Services/ Apple Inc Rome, GA

Technical Advisor Tier 1 (Temporary Assignment/Work from home)

• Call center advisor handled inbound calls, chats and emails pertaining to IPhone, IPad and IPod.

• Advised clients of their eligibility for support

• Explained the difference between Apple Care Protection and Apple Care Plus

• Successfully resolved many calls without contacting a Sr. Advisor

• Setup repair for items in warranty and out of warranty using in-house software

• Strong multitasking skills

• Used a mapping tool to determine distance to the local Apple Store

• Used a internal service to setup appointments for the Apple Store

• Selected by team leader to be Hallmark Captain.

2010/2011 Kelly Services/ CCH SFS Kennesaw, GA

Customer Support Representative (Temporary Assignment)

• Handled inbound and outbound calls pertaining to clients tax form questions and concerns

• Handled about 40-45 calls per day in a busy ACD environment

• Supported technical questions pertaining to the Taxwise and ATX software provided by CCH SFS

• Explained bank fees for bank products, e-file and CCH SFS fees.

• Responded to chats and emails pertaining to tax questions

• Used multiple online tools, some internal and external

• Processed complaints showed empathy for customer when they expressed their unhappiness

• Data entry to our customer base

• Problem solving and analytical thinking required

• Received multiple 100 percent on quality evaluation

2005/2009 Sprint/ Nextel Atlanta, GA

Video Reservations Coordinator

• Handled Inbound/Outbound calls for video reservations for managed and non managed clients

• Completed about 50 calls per day in a busy ACD environment with a goal of 20 seconds ASA

• Strong teamwork skills due to the nature of the business and customers calling the center any hour of the day to complete their request.

• Explained how video services work at Sprint and the basic components needed to make the connection

• Used multiple online tools; internal and external

• Used a mapping tool to determine mileage

• Problem solving and analytical thinking required

• Calculated and quoted prices to clients. Prices vary depending on the services used.

• Strong multitasking skills


1993 Floyd College Rome, GA

Associate Degree in Business

1991 Coosa Valley Technical School Rome, GA

Certificate of Basic Computer Knowledge


References Available on Request

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