Customer Service Representative

Carmela M. Pinckney

**** ****** ***** - ********, ** 20784 301-***-****

**Security Clearance Level – Public Trust

**U.S. Citizen

Professional Experience

Over 10 years experience in Call Center Operations. With six of those years being Quality Assurance/Site Trainer for the Transportation Security Administration’s Contact Center. Responsible for development, coordination and maintenance of training programs. Other responsibilities include measuring the activities of the call center representatives to insure that each call center employee is operating at optimal efficiency.

Experience

Customer Service Representative/QA

4/2004– 2/2011

Systems Integration Inc.

U.S. Department of Homeland Security/TSA, Arlington, VA

Handled calls and emails with questions, comments or complaints as it relates to Airport Security located throughout the United States. Provided up to date knowledge of various protective measures/techniques in order to solve complex security issues or potential problems complicated by frequent or unexpected changes in schedules at the Airports. Assisted consumers with general questions such as airline issues, items and filing loss and damage claims. Walked callers through the claims process in order to seek reimbursement for lost or damaged items. Reviewed the status of a passengers pending claim and provided lost and found information for items that were left at checkpoint or on airline. Assisted with questions regarding allowance of acceptable items, breach in security, hazardous materials and confiscated items. Handled escalated callers who believe that they were victims of sexual harassment, or that their civil rights were violated. Handled QC of all calls and records logged for accurate tracking purposes. Worked closely with Security Specialist, Highway, Freight Rail and Air Cargo to ensure potential threats and lax security are handled in an expedient manner. Also provided callers with contact information pertaining to other components of DHS such as CBP, and ICE. Assisted consumers with navigation through the Transportation Security Administration Website.

Data Entry Clerk

February 2003 – April 2004

Food and Drug Administration/CFSAN College Park, MD

Entered and registered data from commercial processors of acidified and low-acid canned foods to be sold in the United States. Verified where process filing forms are in compliance with FDA guidelines. Filed completed forms and sent notification of status to importers, foreign and domestic. Answered questions from importers and plant representatives regarding status of product.

Sr. Customer Support Representative

January 2001 – February 2003

Comcast Cable Largo, MD

Handled incoming telephone calls from new or existing customer. Answered customer questions regarding billing, service problems, products and features. Maintained accurate problem call tracking in a Remedy Helpdesk ticketing system. Corrected errors and discrepancies on customer billings as necessary. Prepared work orders for maintenance requests after determining if field visits are required, and ensured appropriate follow-up procedures were met. Performed billing and posting of customer accounts. Resolved delinquent account balances.

Claims Examiner

March 1993 – June 1996

A.G.A, Incorporate Largo, MD

Performed such services as hospitalization insurance coverage verification, patient’s benefits computation, itemized billing, prepared insurance assignment information, and provided customer support regarding billing statements and insurance coverage inquiries.

Customer Service Representative

May 1990 – March 1993

Equifax Silver Spring, MD

Counseled consumers regarding credit report while updating files and maintaining confidential reports. Advised consumers of delinquent accounts, arranged financial payment plans to determined services needed. Met regularly with supervisor to evaluated credit problems and also developed and maintained interagency communication.

Education

Eastern Senior High School – Graduated June 1986

Washington, DC

SKILLS - Microsoft Access, SQL-based RDBMS databases, Excel, ACD System, Microsoft Office Suites, Oracle, Outlook, Windows XP, Remedy, Interaction Client, Talisima,

Courses:

Management & Leadership Skills for First Time Managers - 2/08

Communication w/Tact & Skills for Managers and Supervisor – 2/08

Honors:

Certificate of Appreciation From the office of Special Counselor – 11/07

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