Latrice Richardson
Akron, OH ***05
***************@*****.***
Objective
To obtain employment with flexibility, which allows me to maintain a balanced work and home life.
Summary of Qualifications
Universal Electronics, INC. 01/11-present Technical Support Rep
Assist Comcast Cable with reducing the amount of trouble-calls by resolving service issues. Perform technical support for Cable, Digital phone, and Internet connection issues. Assist customers with installation and set up of equipment. Set up wireless connections, and troubleshoot error messages. Schedule appointments as needed, but the goal is to cancel appointments to reduce the cost of sending a technician.
Time Warner Cable 12/08-12/09 Customer Service Rep
Assist customers by phone, set up installation of Cable, Phone, and Internet Services; explain billing, process orders, refund requests, credit accounts, take payments, resolve issues, advise how to install converter boxes and modems. Troubleshoot error messages for cable and internet services, restore phone service, communicate and coordinate with internal departments, and customer verification. Record customer inquiries, comments and complaints. Escalate calls and follow up to ensure resolutions.
Micros Retail 10/07-07/08 Customer Support Rep
Diagnose and resolve hardware and software errors, by phone, for Retail employees. Assist with installation of cpu’s, printers, scan guns, and credit card readers. Research inquiries using available resources, escalate to appropriate level, contact the stores Home Office for scheduling of technicians.
Revol 01/06-01/07 Customer Care Rep
Assist customer by phone and email, troubleshoot cellular phone issues, explain billing, account maintenance, took payments. Advise customers on downloading and web issues. Took escalated calls. Gave credits, submitted refund requests. Porting numbers from previous carriers. Sold insurance and promoted automatic debits.
Kelly Services 10/04-10/05 Online Banking Specialist
Accepted inbound calls and emails for CharterOne Bank. Account management, advised customers on options of account types to assist in overdraft fees. Waived fees if applicable, informed customers on credit/debit card transactions. Assisted customers with online banking from creation of account to functionality.
Education
Strayer University 07/09-07/10 major Accounting
Other Experience
Previously performed duties for Sitel Corporation contracting for Verizon Wireless as a Customer Service Rep. Employed via Staffing Solutions for Fidelity National Field Services, where I assigned Home Inspectors to assess quality of houses and buildings. Trained Inspectors via phone conference on completing the Web-based Inspection forms. Performed duties as a Server of food and beverages and Prep Cook. Typing 60 wpm. 10-key 8000 ksph