Customer Service/ Call Center

OBJECTIVE

To obtain a position in a dynamic work environment that will utilize and expand my current knowledge allowing for professional growth.

EMPLOYMENT

Overnight Prints- Customer Service Representative Las Vegas, NV

January 2009-June 2009

Answered all customer inquiries through various channels (telephone,email, etc.) in a courteous and professional manner

Handled an average of 60 calls and answered 25 email inquiries daily

Performed accurate diagnosis of inquiries and provided appropriate solutions based on defined procedures

Utilized multiple call center support applications to efficiently assist customers and agents.

Employed persuasive techniques to retain, convert or up sell customers

Demonstrated best judgement in the disbursement of adjustments and credits

Verizon Wireless- Coordinator, Customer Service Atlanta,GA

September 2007- November 2008

Managed an average of 80 incoming telephone calls per day.

Provided online support to the sales channel

Day to day management of business customers’ accounts with 100 lines or more

Maintained billing records and day to day management of business customers’ accounts

Increased the customer experience by providing information on new products, rate plans, and services through up selling opportuntites.

Assisted wireless cell phone customers with items such as troubleshooting and contract maintaince.

Met or exceed statistical goals in areas such as: quality, calls per day, and transactional accuracy

Completed ongoing training to stay abreast of product, services, and policy changes

Comcast- Customer Account Executive Atlanta, GA

October 2005-September 2007

Managed an average of 90 incoming telephone calls per day

Provided supervisor support for call center work floor

Addressed and managed corporate escalations

Strived for one-call resolution of customer issues

Facilitated team meeting once a week

Met or exceed minimum sales objectives bring in new customer revenue of $65,000-$90,000 monthly

Increased the customer experience by providing information on new products, rate plans, and services through up selling opportuntites.

Completed ongoing training to stay abreast of product, services, and policy changes

EDUCATION

Bachelor of Arts in Business Administration

Clark Atlanta University-Atlanta, GA May 2005

Concentration: Marketing

SOFT SKILLS

Postsecondary education, equivalent experience and at least four years of call center/customer service experience, strong data entry skills for a high-volume environment, demonstrate strong initiative and customer service skills, Type 40+ wpm, Experienced with telephany and various call center software including Advanced Customer Service Representative (ACSR)

and Vision

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