Customer Service Project
Resume:
Charlotte, NC *****
*************@*****.***
Charles Myers
Objective
Seeking Managerial or entry level position in of Sales, Customer Service, and Technical support will that provides the opportunity for advancement.
Work Experiences
March, 2010 – Present. Twins City Outreach, Charlotte, NC & Charleston, SC
Logistic Officer
• Processing, Inspecting and Coordinating logistics and Shipment.
• Processing document with US customs
Jan, 2007- Feb. 2010 Bank of America Charlotte, NC
Sr. Business Customer Service Specialist
Providing wide range of services to small businesses from Checking, Savings, Certificate Deposit and other Credit products
• Deepen Bank relationship
• One Call Resolution
• Assist in resolving complex issues, billing, fees, account access, online banking technical issues, and placing orders amongst other account related issues. Identify, investigate and verify suspicious accounts for fraud and money laundering ETC.
May, 2004-Jan, 2007 Bank of America Irving, TX
Electronic Banking Services
Promoted to Blended Agent May, 2005
Respond to Online Banking customers inquires received through email utilizing prescribed banking procedures.
Research, provide and resolve all customers including small business inquiries.
Interpret and quote policy and procedures clearly and concisely while meeting established goals for performance metrics.
Provide first time contact resolutions by following through and taking ownership of cases assigned to my workload.
Respond to inbound calls assisting customers with account resolutions, transaction completion and Online Banking and Technical Support.
Research and process check fraud, Automated Clearing House (ACH), Online Transfer and check card disputes.
Identify, investigate and verify suspicious accounts for fraud and money laundering ETC.
2002-2004 OfficeMax Irving, TX
Online Customer Service
Provide customer support for all online orders, process customer inquiries by outbound calls and email. Track late delivery orders and transmit special order items to vendors. Provide detail information on customers billing inquiries. Receive inbound calls and peruse sales lead.
2001-2002 MCI WorldCom Richardson, TX
Business Service Account Representative
Resolve all billing inquiries, create and manage new business accounts, create 800# routing system and setup long distance services. Assist with the connection and disconnection of dedicated products: frame relay, T-1, DS3, Internet etc. Provide World-class service to both internal and external customers. Research and work complex orders. Implement customer retention program and perform other duties.
1999-2001 AT&T INBOUND/Aegis Irving, TX
Customer Care Associate /Team Lead Call Center
Connecting and disconnecting long distance services resolve customer billing inquiries and provide customers with various calling plans ETC. Supervise customer service representatives, assist in problem solving, assist with systems navigation and settle and resolve complex billing inquiries. Provide supervisory roles. Have weekly focus meetings, assist supervisor with new plans to enhance productivity and effectiveness.
1999-2000 Proyecto Adelante Dallas, TX
Research Assistant-(Volunteer)
Researching human rights activities on countries engulfed by war and their human rights violation records. Africa, Asia and Central America.
1998-1999 United Nations Development Program
Project Supervisor
United Nations Office for Project Services (UNDP/UNOPS)
Control logistics and supervise the maintenance and up keep of project vehicles. Monitor and supervise funding provided by United Nations Development Program to international and local non - profit organizations for small community projects. Appraise project proposals, follow-up on project implementation, evaluate completed projects and prepare final reports.
Education Devry University, Computer information Systems
Computer Skills MS Office “power-user and competence in Windows 95, Windows 98, Windows NT 4.0, Windows 2000, Window XP, Vista and Window 7 WordPerfect 6.0, Msword , PowerPoint, Internet, Outlook and Excel. Proficiencies in assorted databases. (TBS, Billplex, , KANA, JIBA, FDES, ROCK, BOSS, MERLIN, Rcam and Bureau Link).
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