Customer Service Manager

Julia A. Watkins

**** ********** ***** *****/ ********, Georgia 30058-6490 678-***-**** **********@*******.***

Objective To obtain a permanent position within the customer service industry with opportunity for growth

Experience June 2010- Fulton Co. DFCS Atlanta, GA Present Family Assistance Specialist/FICM I * Interview and process clients reviews timely. * Maintain worker log of reviews received and processed. * Resolve clients issues. * Receive and return phone calls. July 2007 - AMC, Inc. Atlanta, GA January 2009 Admissions Representative * Respond to incoming phone calls for information regarding AmericasMart* Atlanta facilities and pre-registration management. * Provide customers with accurate information regarding facilities, events, and admissions policies via telephone, mail, and face-to-face communications. * Make necessary changes, additions, or deletions for customer data as requested. * Input new customer information into database. * Manage customer relations by tracking customer communications via Sales Logix. * Assist with high-volume phone support. * Assist with relief duty for front desk staff as necessary. * Oversee and assist with enforcing the policies of pre-registration and registration services during markets. * Update and produce market registrations forms (pre-registration and onsite). * Generate reports as needed. May 2005 – ESC Atlanta, GA July 2007 Redemption Specialist II * Complete travel arrangements for clients with air, car, and hotel vendors following point redemption guidelines. * Meet and maintain advanced performance requirements for receiving calls and booking travel as defined for Redemption Specialist II classification. * Follow company procedures, guidelines and standards in the area of customer service, build Passenger Name Records (PNRs) and utilize Computer Reservation System, productivity, attendance and accuracy of work. * Maintain a high level of competency in operating the Computer Reservation System. * Develop and maintain a full understanding and working knowledge of departmental and client programs, policies and procedures. * Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate conducive to maximum employee morale, productivity and efficiency.

June 2004 – Risk Management Alternatives Atlanta, GA May 2005 Account Manager * Call customers using the auto dialer to collect on delinquent accounts. * Assist customers with payment arrangements. * Handle customer complaints and related problems.

May 2004 – VoiceStream, Inc. Atlanta, GA September 2002 Customer Service Specialist * Monitor status of customer accounts administering activation, validation and suspension of service. * Assist with daily reports utilizing Microsoft Office Software. * Serve as clerical support for the call center.

November 1999 – IBM Atlanta, GA August 2002 Customer Service Representative * Processed incoming calls regarding accounts. * Handled technical and equipment issues utilizing trouble-shooting skills. * Served as liaison for Customer Care and Technical Support.

January 1997 – Tensar Earth Technologic, Inc. Atlanta, GA November 1999 Receptionist * Managed switchboard (Tie Communications). * Assisted Office Manager on various projects within the Marketing and Engineering Depts. * Created a centralized system for retaining documents.

July 1992 – Long Distance USA/Spring Honolulu, Hawaii December 1996 Customer Service Agent 1 * Processed incoming and outgoing calls to various areas. * Translated international phone calls to Japan. * Kept a daily count on inbound and outbound calls for universities, colleges and inmates on Oahu Islands.

Education * Shelby State Community College – Memphis, Tennessee * Fashion Merchandising Technology

Skills Microsoft Office, Windows, Oracle, DOS, Cobol, Net Plex 450, IBM Phone Systems, Davox and CUBS system, Amadeus, Vista, Travel System; Sales Logix

References provided upon request.

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