Customer Service

Jane A. Temu

**** *. ******** **** *** *** Houston, TX 77077 281-***-**** ********@*****.***

SUMMARY

Customer Service Professional with extensive experience in marketing, strategic planning, business development, customer relationship management (CRM) and customer service. Exceptional leadership abilities in relation to team initiatives, excellent communication skills and ability to establish rapport with internal and external clients resulting in the generation of substantial repeat business. Technical proficiency in MS Office and in house CRM Packages.

CAREER SKILLS

Enthusiastic and effective team member Planning Expertise Marketing skills

Five years Leadership & Training skills Quality Management Expense Control Investigative and problem solving skills Project Management Cost Analysis

HONORS & AWARD

• Verizon Wireless excellence in quality and customer service award

• Verizon Wireless perfect attendance award

• JC Penny Customer Service and Sales award

PROFESSIONAL EXPERIENCE

Verizon Wireless July 2002 – June 2009

Relocation Department/Customer Service, Houston TX

Senior Representative

• Provided price plan analysis for customers to help them determine the best price plan and ensured that

o Plans selected were cost effective for the customer thereby increasing customer retention by offering cost saving tools

o Payment arrangements were available to avoid service interruption

• Was responsible for relocating customer’s wireless service from one area to another and ensured that

o Customer’s needs were met through first call to resolution resulting in excellent customer reviews for providing outstanding service

o There was a smooth transition for the customer from one area to another thus reducing customer agitation

• Assisted the training department with new employee training (Rookie Camp)

• Promoted company products and services through advertising and sales to remain competitive

• Provided Tier 1 troubleshooting with phones and PDA devices for customers

Excel Communications, INC, Houston TX June 2000 – June 2002

Customer/System Service Representative

• Was responsible for overall customer care satisfaction and assistance in every aspect of long distance services and successfully

o Redesigned processes and systems for efficiency bringing all accounts current less than 90 days from inception

o Coordinated a project to achieve market-based competitive pricing

o Analyzed customer’s needs to determine appropriate individualized calling plans

• Created and managed new accounts and was responsible for up selling company products to new customers

• Managed various functional financial departments (budgets, forecast, cost accounting) and was part of the turnaround of the accounting department and I successfully

o Provided one call resolution to customer inquiries regarding billing, rates plans and account adjustments using the in-house customer relations system

J.C. Penny Company, INC, Houston, TX June 1996 – June 2000

Customer Specialist/Designer

• Produced sales to established customer base and

o Increased substantial repeat business

o Built long –term relationships

o Increased sales by persuading customer to purchase warranty contracts

• Trained new hires in customer service, merchandising, and revenue handling procedures and

o Transformed inexperienced representatives into skilled sales specialists through comprehensive hands on training

• Created attractive visual displays, maximizing sales of seasonal and promotional merchandise

• Created and implemented marketing programs and promotional packages through the designing of marketing brochures and advertising layout

• Performed department inventory, managed daily cash intake and opened and closed registers

EDUCATION

University of Houston, Houston TX

Bachelor of Science in Interdisciplinary Studies, 1999

4.0 Major GPA in Fall 1999; 3.47 Overall GPA

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