Customer Service Sales Representative

ANDRE C. CHAVOUS

**** ******* ********* • Charlotte, NC 28269 • *********@*******.***

704-***-**** main

704-***-**** mobile

SUMMARY

Highly personable Customer Service and Support Specialist with over 10 years of experience in account management and sales processing. Professional experience includes high-volume call centers, online support and customer service desks. Consistent top-performer – inspired a national commercial.

KEY SKILLS

World-Class Customer Service

Troubleshooting/ Problem Solving

Up-selling/Cross-selling/Sales Support

Customer Order Fulfillment Call Center Operations

Technical/User Support

Complaint Handling

Reports & Documentation

PROFESSIONAL EXPERIENCE

Well Fargo – Charlotte, NC 2010

Fraud Investigations (Contractor)

Research, resolution or escalation of consumer debit card fraud

• All aspects of consumer claims management

• Developed case evidence including account history analysis, direct customer feedback – applied according to regulatory and entity policies

• Managed all communications in connection with assigned cases

• Dispute resolution

• Consistently alleviated delicate situations with professionalism and sensitivity

Family Dollar Stores, Inc. – Matthews, NC 2010

Technical Support Agent (Contractor)

Helpdesk and Customer Service support for a regional chain of variety stores

• Support for all 6,665 national retail outlets

• Successful resolution of over 400 (weekly) technical support issues

• Troubleshooting expertise on all retail technology including register models, monitors and EBT payment processing

NCO Group, Inc. – Charlotte, NC 2009

Customer Service Technical Support Agent (Contractor)

Providing top-notch Helpdesk and Customer Service Technical Support to a global network of world leading call centers and call center outsourcing.

• Consistently exceeded customer/employer expectations through quick and effective problem resolution for Apple iPhone and other cutting-edge devices and software

• Aggressive up-selling/cross-selling/sales support of Apple products

• Proven ability to increase customer satisfaction ratings and service levels

Center Point Energy - Charlotte, NC

Customer Service/Sales Representative (Contractor) 2008-2009

Flawless execution of hundreds of customers in high-volume inbound call center environment for a local natural gas distribution serving customers across six states in the eastern half of the US

• Resolution of 500-600 inbound calls per week

• Established new accounts and enabled new service connections

• Inbound payment processing

• Account closures and service discontinuations

• Delinquent account reconciliation/recovery and service reconnections

• Produced call transaction reports

All State Insurance – Charlotte, NC 2006-2007

Customer Report Administrator (Contractor)

Served as Customer Report Administrator for a leading insurance company, selling products and services that protect wealth and assets

• End-to-end claims processing (homeowner and auto)

• Management-by-fact process included interviews and report management from claimants, law enforcement and medical personnel

• Damage assessment/inspections

• Designed interim solutions for auto claimants

• Extensive data entry and report management

Sitel Corporation – Charlotte, NC 2000-2006

Customer Service/Sales Representative

Delivered telephony based customer relationship management solutions and project management.

• Provided call and consistent customer support often in high-pressure situations i.e. emergency roadside assistance and stolen vehicle tracking

• Supported full range of concierge services to a wide and diverse customer base

• Had a national commercial aired based on my phone call

• Full range of troubleshooting on accounts, devices and services

EDUCATION AND TRAINING

ITT TECHNICAL INSTITUTE – Charlotte, NC 2007

Coursework: Strategies for Problem Solving, Strategies for the Technical Professional

CENTRAL PIEDMONT COMMUNITY COLLEGE 1984

Computer Sciences

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