Customer Service Representative

Wendy L. Nunn

**** ******* **** #* • Memphis, TN • 38118 • 314-***-****

WORK EXPERIENCE

Kelly Services, Administrative Assistant, Memphis, TN (Contractor at Memphis Light Gas & Water)

April 2012 – Current

Administrative support to Attorneys in the Legal Department, answered, screened and transferred incoming calls, processed and distributed mail, maintained subpoena logs, typed correspondence, copying, filing, prepared and submitted funding requests, processed and mailed invoice payments.

ADT Security Services, Inc., Admin Processor/Receptionist, Earth City, MO

September 2010 – April 2012

Answered and transferred incoming calls to appropriate people/departments, received guests and staff as they entered the main entrance of the facility. Handled all clerical duties including filing, ordered office supplies for the entire office, ordered business cards for all sales representatives and managers, verified check and money order payments for account posting and shredded all that posted daily, built shells for all new accounts for residential and small business accounts, maintained employee mailboxes and office phone directory, was utilized as a back-up person to my boss for truck inventory counts and wherever else support was needed in the office. Scheduled routine and emergency service calls on office equipment and vending machines. Maintained information on the lobby monitors.

Customer Service Representative, Sprint iDen eCare/SET/Workforce Mgmnt/Technical Support, Lenexa, KS

December 2007 – March 2009

iDen eCare: responsible for Handling inbound emails and both inbound and outbound calls received from customers and store representatives regarding issues with the billing, price plan changes, or equipment issues for the wireless account. Resolved the issues and sent a reply email to the customer and/or store representative confirming the issue has been resolved. SET: responsible for handling escalated email requests from store representatives on behalf of customers, resolving the issue and sending a confirmation of the action taken. Workforce Management: participated in the “On the M.O.V.E.” mentoring program learning the Hiring Process. Consisted of shadowing the mentor in the day to day activities of hiring new personnel, opening requisitions, reviewing resumes, scheduling and conducting interviews, administering and grading the assessment, submitting offers and declines, meeting and greeting candidates. Prepared all of the documentation needed to conduct the interview/hiring process. Technical Support: Performed troubleshooting on the devices when the customer called in having technical issue with them. Consisted of giving the customer steps over the phone to resolve the issue, as well as creating trouble tickets for towers with issues and orders for replacement phones with the phone could not be fixed.

Customer Service Representative, Sprint Provisioner, United Information Technologies, Tampa, FL

February 2006 to October 2006

Managed the workflow processes and resolving all related issues that pertained to the successful implementation of the customer/client’s integration of cable and telephony services for the New York division for Time Warner Cable Digital Phone Service. Gave attention to detail and maintained the technical aptitude needed to understand the relationship between Sprint, Time Warner Cable and Local Telephone Companies as they relate to the service provided. We verified that the address on file matched the address linked to 911, ensuring that emergency vehicles responded to the correct address in time of an emergency 911 call being dispatched.

Telemarketer, On-line Communications, Emporia, KS

November 2005 to January 2006

Delivered prepared sales talks in a Call Center environment, reading from scripts that described products or services, in order to persuade potential customers to purchase a product or service or to make a donation to a specific organization.

Customer Service Representative, Aetna Rx Home Delivery, Pompano Beach, FL

October 2005 to October 2005 (relocated due to repeated hurricanes)

Conferred with customers by telephone in order to provide quality customer service, processing prescription drug orders, drug interaction complaints, deceased member processing. Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Resolve customers' service or billing complaints by performing activities such as refunding money, and adjusting bills, all in a Call Center environment.

Customer Service Representative, Citicorp Credit Services, Kansas City, MO

October 2002 to July 2004

Handled inbound calls from credit card holders regarding their billing issues, credit limits, disputed charges, lost and stolen card reports, adding and removing card holders, deceased processing, assuring that all of the customers needs were met. Processed, credit evaluations and balance transfers. Cross sold products and services, such as Credit Protector, Road Side Assistance, and Fraud Alert.

Wendy L. Nunn Page 2

Call Center Representative, Bossler-Hix Argus Call Center, Kansas City, MO

August 2001 to October 2002

Received inbound calls from Card members and Pharmacy Technicians, regarding the processing of the insurance claims at the pharmacy for prescription orders in a retail pharmacy. Processed prior authorization requests for early refills, complaints of drug reactions, reviewed drug formularies between physicians and pharmacy technicians, processed deceased members, added new members to the account from birth, adoption and marriage.

Church Administrative Assistant, New Bethel Church, Inc., Kansas City, KS

June 1994 to August 2001

Served as personal Secretary of the Senior Pastor, typing sermon notes, booking travel arrangements, scheduled counseling sessions with members and staff, served as graphics designer, for the different ministries, creating the printed materials needed to implement their programs. Ordered needed materials, scheduling speakers, reserving space, and handling other administrative details. Created newsletters, bulletins, and mailings, and scheduled camps, conferences, meetings, seminars, and retreats. processed payroll, clerical duties, as well as employee staffing and volunteer staff recruiting,

Operations Manager, Specialty Janitorial, Kansas City, KS

September 1987 to August 1989

Managed staff, preparing work schedules and assigning specific duties. Determined staffing requirements, interviewed, hired and trained new employees. Directed and coordinated the organization's financial budget activities to fund operations, maximize investments, and increase efficiency. Maintained the cleaning supply and equipment inventory, to ensure ample supplies were on hand to fulfill the job load.

EDUCATION & TRAINING

Diploma in General Education, Wyandotte High School, Kansas City, KS, 1987

Studies in Travel/Tourism/Court Reporting, Brown Mackie College, Overland Park, KS, 1993

ServSafe Food Protection Certification, Guadalupe Center Culinary Arts Institute, K.C., MO, 2009

Preparatory Cook Training, Guadalupe Center Culinary Arts Institute, K.C., MO 2009

SPECIAL QUALIFICATIONS

Certification of Preparatory Cook, Guadalupe Center Culinary Arts Institute, December 2009

ServSafe Certification (92%), Guadalupe Center Culinary Arts Institute, December 2009

Perfect Attendance to Culinary Arts Program, Guadalupe Center Culinary Arts Institute, December 2009

Certificate for Outstanding Volunteerism, Guadalupe Center Culinary Arts Institute, December 2009

On the M.O.V.E. Mentoring Program, Sprint, April – August 2008

Received the STAR Mentee Award, Lenexa, Sprint 2008

Workforce Preparation Computer Training Certificate, Metropolitan Community College, September 2007

License of Ordination in Evangelism, Victory in Praise Revival Center, June 2007

Customer Satisfaction Survey Certificate, Citicorp Credit Services, May 2004

Complimentary Call Certificate, Citicorp Credit Services, March 2004

Customer Satisfaction Survey Certificate, Citicorp Credit Services, March 2004

MILITARY SERVICE

United States Army Ready Reserves, United States Army, 1984 - 1987

COMMUNITY SERVICE

Board Member/Mentor, Inner City Excel Community Learning Center, Inc. Leavenworth, September 2003 to September 2005

Food Distributor, Pot of the Manna Community Food Pantry, January 2005 to September 2005

Food Distributor, Mt. Carmel Church Community Food Pantry, March 2009 to Current

Food Preparation Volunteer, Guadalupe Center Culinary Arts Institute, September 2009 to December 2009

REFERENCES

Furnished upon request

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