Customer Service Representative
Resume:
Kelly Lemon
**** ****** **** **********, ** *****
*******@*****.***
Education:
Temple University: Bachelors of Arts; May 2005
University of Phoenix: Master of Business Administration; January 2009
Experience:
Verizon Wireless Huntsville, AL
Federal Support Coordinator May 2008- Present
• Responsible for servicing federal agencies by responding to E-mail requests within a 24 hour turn around.
• Evaluate proposals and contracts to ensure that federal agencies are in compliance with federal guidelines.
• Negotiate with authorize contacts for yearly contracts and purchase orders.
• Perform cost analysis on federal accounts to ensure that funds are spent appropriately.
• Research credits and maintain viable information in audit reports.
• Analyze prices and demand of services needed to eliminate unnecessary cost.
• Submit, develop, and initiate proactive ideas and proposals for improving self and department.
• Process large, multiple activations, price plan analysis, price plan changes, extensive research, re-works, spreadsheets, and credits.
• Assist management in resolving escalations.
• Assist in training new employees on daily duties.
• Research official documents for processing.
• Analyze customer data, and report official findings.
Verizon Wireless Hanover, MD
Business Online Coordinator January 2007- May 2008
• Provided direct negotiation and day-to-day management of Business Customers.
• Supported vendors and telephone representatives from large companies in resolving billing issues.
• Responsible for defining, planning, implementing, and closing out all projects related to account issues and customer request.
• Managed complex task and routinely used non-standard procedures to resolve issues. Maintained billing records and also required to interface with other internal departments. Maintained tracking systems (commitment database, customer activity, exception database, and credit requests).
• Served as point of contact via the Business Support Center queue by managing customer billing and service inquiries.
• Met and exceeded statistical goals in areas such as: quality, calls per day, and hold time.
• Supported administrative responsibilities including: processing price plan analysis, reworks, spreadsheets, mail and escalated call scenarios
Verizon Wireless Columbia, SC
Customer Service Representative December 2005- December 2006
• Explained products and services that Verizon Wireless offers to customers.
• Multi-tasked to address current/ potential concerns along with adapting to individual customer needs.
• Adjusted to changing standards of performance and assisting team members to meet performance guidelines.
• Maintained constant communication with customers and peers while working individually to achieve both company and personal goals.
Blue Cross Blue Shield/Kelly Services Columbia, SC
Customer Service Representative September 2005- February 2006
• Handled high volumes of incoming call from Medicare recipients to address multiple needs.
• Maintain an understanding of Medicare prescription drug plan and facilitated the information to customers.
• Worked independently to uncover issues of concerns for customers.
• Assist customers with finding proper avenues to have all of their medical concerns resolved.
Other:
Proficient in Microsoft Office (Word, PowerPoint, Excel).
Knowledge of SPSS
Familiar in completing Purchase Orders
Able to type 50 words per minute
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