Customer Service Representative

KHALILAH H. BROWN

*** ****** **** • Jonesboro, GA. 30238

********.*****@*****.*** • 770-***-****

QUALIFICATIONS PROFILE

Performance-driven, insightful Customer Service Representative with a proven ability to achieve and exceed all business-development and revenue-generation goals in high-pressure environments.

Skilled at consulting with clients to delineate and analyze their needs and develop strategic solutions to encourage future patronage.

Relationship-development expertise that complements the ability to aggressively build solid client base and drive revenue growth.

Comprehensive knowledge of and experience in maintaining a positive attitude and customer friendly demeanor in a variety of complex scenarios.

Proven leadership and team-building skills, coupled with the ability to direct strong teams in managing customer relationships and providing outstanding services.

PROFESSIONAL EXPERIENCE

RYLA TELESERVICES – KENNESAW, GA

Consistently achieved quotas while constantly refining skill base and knowledge of products offered

to ensure customer satisfaction and retention.

Customer Service Representative (October 2010 – July 2011)

Assisted with maintaining and building customer base by performing billing and service inquiries,

processing service upgrades, and troubleshooting service failure upon request from a high

volume call center.

STATE OF CALIFORNIA- DEPT OF SOCIAL SERVICES (IN HOME SUPPORTIVE SERVICES) – LOS ANGELES

Created a trusting relationship with clients to ensure a greater quality of life through punctuality and consistency.

In Home Care Provider (January 2009 – June 2010)

Assist both elderly and/or disabled persons in daily tasks such as, but not limited to housekeeping, meal preparation, transportation to/from doctors’ appointments and errand running.

USCI, INC. (Now Benevox) – Norcross, GA

Built a solid record of achievement and advancement through increasingly responsible Customer relations oriented positions.

Payment Processor (August 2006 – January 2009)

Processed check and/or credit card payments via internet as well as provide limited account

information from a high volume in-bound call center. Answering 100-140 calls per day on

average. Troubleshoot billing and/or payment history discrepancies. Training new associates.

Key Accomplishments:

• Consistently maintained 100% or better of established production goals; achieved 98% of 2007 and 2008 business attendance goal.

• Recognized for outstanding professional acumen with awards for weekly production of calls answered for Idearc Media Corporation in 2007 and 2008.

SAFE HAVEN LEARNING ACADEMY College Park, GA

Transportation Coordinator/ Before/After Care Provider (April 2006 – August 2006)

Served as key team member in the care for school aged children, as well as, coordinate transport both to and from school and, if necessary, home for students. Responsible for keeping logs for all travel in and maintenance of company vehicle.

Key Accomplishments:

• Surpassed customer safety and youth development goals by building self-esteem through positive re-enforcement.

EXCEL LEARNING ACADEMY Riverdale, GA

Transportation Coordinator/ Before/After Care Provider (Aug 2005 – Apr. 2006)

Served as key team member in the care for school aged children, as well as, coordinate transport both to and from school and, if necessary, home for students. Responsible for keeping logs for all travel in and maintenance of company vehicle.

Key Accomplishments:

• Consistently exceeded established associate development and client safety goals.

MOTEL 6 # 1307 – Hacienda Heights, CA (October 2004 to July 2005)

Guest Services Representative/Night Auditor

Collaborated with cleaning and maintenance staff to develop service strategies for better customer service. Performed daily audits to ensure quotas are met and service quality remains above company standard.

Key Accomplishment:

• Executed strategic sales techniques resulting in a solid account base and consistent performance above quotas.

EDUCATION AND CREDENTIALS

Healthcare Management Major (Current)

SOUTH UNIVERSITY- Savannah, GA

Computerized Accounting Certification, Finance (1999)

ABRAM FREIDMAN OCCUPATIONAL CENTER – Los Angeles, CA

HIGH SCHOOL DIPLOMA (1994)

PASADENA HIGH SCHOOL- PASADENA, CA

Professional Training:

Account Management Systems

Leadership & Team Building

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