Customer Service Representative

Paul Clinton Phinn

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

Gainesville, VA 20155

Home 571-***-****

E-mail *********@*****.***

EXPERIENCE

**/** - *******

Falls Church, VA

Randstad

Customer Service Representative

Acting as a liaison between AT&T and Access Worldwide, as a third party high speed internet and phone service provider in a call center environment.

Ensuring that customers take advantage of the free promotions and that all of their account information is entered in the proprietary system correctly for accurate statistical reporting and coding purposes.

Providing assistance to existing and prospective customers, offering explanations of product services, billing inquires and technical issues.

01/09 - 12/11

Chantilly, VA

WRB Communications Inc.

CS II / Membership Representative

Educated customers on Green Building principles and certification guidelines. Clarified the appropriate credentialing routes which best suited the interest and career paths of potentialcandidates inspiring to become a LEED Professional.

Determined resolution methods for escalated Membership Department issues through email correspondence with customers.

Assisted the Accounting Department with membership related transactions such as refunds, purchases, exchange’s and billing discrepancies.

Generated in-house sales by contacting members to provide renewal assistance before membership benefits were no longer valid.

Updated daily Excel reports reviewed by clients on a weekly basis.

03/08 - 12/08

Springfield, VA

IBM

Performance Cluster Manager

Responsible for managing independent contractors who induct test mail into the mail stream and completing other various administrative tasks.

Analyzed data to identify patterns and making the appropriate changes while processing and maintaining data.

Ensured contractors were following protocol within project guidelines as well as submitting the proper documentation for each mail induction.

Managed schedule changes and substitutions for absent personnel.

05/07 - 03/08

Chantilly, VA

Intersections Inc.

Credit Education Specialists

Assisted members with their credit report profile, score, website enrollment and dispute process by navigating an internal web-based data entry system.

Educated members on Identity Theft, Credit Protection, High Area Risk Assessments and Public Record Information.

Probed applications fraudulently submitted under member names and social security numbers.

08/05 - 04/07

Vienna, VA

Navy Federal Credit Union

Account Specialist / Mortgage Counselor

Provided members with detailed information regarding mortgage products, clarifying the difficulties of the mortgage loan process and educating members on financial alternatives.

Evaluated data provided by the member and determined the member’s financial qualifications for mortgage loan products while applying investor guidelines.

Counseled members who did not qualify for financing under current lending guidelines and assisted members with future options or steps to increase their chances of qualifying.

General account assistance which included credit card activation, fund transfers, new account requests and balance inquires.

10/03 - 08/05

Manassas, VA

Metro One Telecommunications

Directory Assistance Operator

Assisted customers with restaurant reservations, business and residential phone numbers and addresses.

Provided caller assistance by the use of a directory database.

EDUCATION

04/03 - 10/03

Washington, DC

TCU/IAM Advanced Training

Primary course of study based upon transportation systems, computer operations, business/consumer math and office communications.

08/02 - 04/03

Pittsburgh, PA

Pittsburgh JCC

Vocational training in Business Office Technology included the operation of software applications with an emphasis on word processing and database management.

SKILLS

System familiarity with SAP, Interaction Client, Lotus Notes, Microsoft Office Word, PowerPoint, Outlook and Excel.

Regular use of 10-Key for data entry and typing speed of 50wpm with over 90% accuracy.

Very adept in problem solving and working towards resolution methods to defuse escalations.

Exceptional communication skills and business office etiquette.

Contact this candidate