Customer Service Representative

Joanna S. Harrison

***** ****** ******* **. *******, CA 92399

Home 909-***-**** Cell 916-***-****

**************@*****.***

Professional Summary:

Excellent communicator with 10+ years experience working in a demanding call center environment as a customer service representative.

Skill Highlights:

• Telephone Skills,

• Conflict resolution

• Strong organizational skills

• Listening skills

• Excellent communication skills

• Strong client relations

• Energetic work attitude

• Telephone inquiries

• Multi-Task Management

• Invoice processing

• Multi-line phone usage

• Internet research,

• Microsoft Excel, Microsoft Office Suite, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word.

Work Experience:

Utilities Billing Representative ll

June 2001 to Current

County of Sacramento- Sacramento CA

I Provided customer service for an average of 80 calls per day, answering customer inquiries, solving problems, and providing new product information. I assisted customers in person and via telephone. Managed quality communication, customer support and product representation for each client. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot. I received multiple reviews acknowledging my level of dedication to excellent customer service. I assisted in the conversion of bi-monthly to monthly billing In Focus Systems. Assisted and screened the weekly Waste Management Intake calls for Waste Management billing project. Designed/ assembled and executed Employee survey for 2011. I facilitated the change in billing format with MIS for better customer clarification.

Education:

La Sierra High-1984

Carmichael, CA