AT&T CLICK TO CHAT CUSTOMER SERVICE REPRESENTATIVE
A driven, dedicated person whom is seeking to obtain office experience and use my knowledge where I can apply my years of working with and helping people
Fluent in American Sign Language
Type 55 wpm
Able to exhibit a high level of confidentiality
AT&T Click to Chat Customer Service Representative, 01/2014 to Current Sutherland Global – Syracuse, NY
Effectively managed a high-volume of inbound customer chats.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Referred unresolved customer grievances to designated departments for further investigation.
Acted professionally and patiently when addressing negative customer feedback.
Independent Living Coordinator, 07/2011 to 02/2013 Resource Center for Independent Living – Utica, NY
Worked with a young deaf male with developmental disabilities
Assisted with Recruiting and Hiring
Organized and provided documents, reports and information to the Supervisor and external clients in an useful and well-organized manner
Planned, arranged and managed monthly staff meetings
Trained and supervised staff
Participated in creating and implementing behavior plans
Worked as Team Leader for three to four skill builders
Provided assistance in maintaining client as part of the local and deaf community
Assisted client with personal care routines
Assisted client with behavioral plan development
Assisted client with accessing community resources such as volunteering at several pet stores
Actively participated in meetings with the Client and a Medicaid Service Coordinator, Behavioral specialist, and etc.
Assisted the client with finding a job and the hiring process through the help of ARISE and Aurora.
Intern, 06/2009 to 08/2009 Onondaga Case Management Inc – Syracuse, NY
Shadowed Supervisors on their daily duties
Assisted administrative assistant with duties such as, filing, survey calls and etc.
Participated in meetings for Single Point of Access, ACCESS, Hillside, Youth Emergency Services (YES) and more.
Participated with analyzing data from the Children and Adolescent Needs and Strengths (CANS).
Assisted in developing the Youth Action Committee (YAC)
Crew Member, 06/2007 to 08/2007 McDonalds – Clay, NY
Effectively ensured customer satisfaction by monitoring needs and filling special requests.
Making customer's food as ordered
Being responsible for the restaurant's cash register
Sweeping and mopping floors
Wiped down counters, tables and food machines
Deaf Youth Advocate, 09/1999 to 06/2000 Whole Me Inc – Syracuse, NY
Mentor approximately 10 elementary deaf kids after school
Created Arts and Crafts activities
Supervised when playing outdoors
Taught skills when transiting into middle school
Bachelor of Science: Applied Arts and Sciences, 2011 Rochester Institute of Technology - Rochester, NY
Focused in Psychology
Minor in Sociology, Creative Writing
Member of Student Communication Club 2009-2010
President of Student Communication Club 2010 - 2012
Internet Browsers: IE/Firefox/Chrome Microsoft Office: Word/Excel/Power Point/Publisher/Outlook, Adobe Photoshop, Windows Operating System: Win. XP/7/8/8.1, Social Network: Facebook/Twitter/Pinterest/Linked-in, Window Movie Maker, iCal, iPad