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business customer service specialist ii resume example with 14+ years of experience

JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

JessicaClaire is an experienced Customer Service Specialist with over 10 years of experience in providing quality care and attention to help achieve business goals. She has a strong skill set including knowledge of various technical tools and systems such as Jasper, Salesforce, and SCAMPWEB, as well as proficiency in Microsoft Excel, Word, and PowerPoint. Jessicahas a proven track record of success in customer service roles, including identifying and troubleshooting network connectivity issues, collaborating with management and global security teams on high risk situations, and serving as a specialist for public safety accounts. She has also demonstrated the ability to train new Customer Service Specialists and review claims of alleged unauthorized international suspicious activity. Jessicaholds a Bachelor's degree in Criminal Justice from New Jersey City University and an Associate's degree in Science from Bergen County Community College. In addition, she has completed certifications in Business Analyst and Project Manager Collaboration, New Manager Foundations, and Data Science and Analytics.

Skills

Jasper| Salesforce| GeoLink| RMAP| Clarify| SCAMPWEB | Microsoft Excel, Word, and PowerPoint | Risk | Policy and Procedure | Risk Assessment and Identification | Data Analysis | Case Management

Experience
07/2015 to Current Business Customer Service Specialist II At&T | Acworth, GA,
  • Assisted customers in troubleshooting and resolving network connectivity issues on AT&T 3G, LTE, 5G and FirstNet networks, resulting in a satisfaction rate of 95%.
  • Documented and collected key data on high-spending business clients, contributing to a 10% increase in revenue.
  • Collaborated with management and global security teams on high risk situations, resulting in a 50% reduction in security breaches.
  • Helped identify and resolve network outages by assisting the technical team, leading to a 25% improvement in uptime.
  • Assisted regional managers on high level tickets involving advanced technical or account support, resulting in a 15% decrease in ticket resolution time.
  • Served as a specialist for public safety accounts, including FirstNet, local police departments, and the U.S. Department of Transportation.
  • Gathered evidence of client account documents and transactional activity using tools and databases such as Jasper, Salesforce, and Sim Management, leading to the creation of 20 average daily tickets.
  • Trained new Business Customer Service Specialists by creating materials on policies and procedures, resulting in a 20% increase in new hire retention rate.
  • Assisted customers in setting up international telecom services and troubleshooting connectivity issues, resulting in a satisfaction rate of 90%.
  • Reviewed claims of alleged unauthorized international suspicious activity and collaborated with the fraud department to minimize company risk and prevent fraud.
06/2009 to 07/2015 International Care Customer Service AT&T Mobility | City, STATE,
  • Assisted customers in setting up international telecom services for all regions of AT&T coverage, resulting in a satisfaction rate of 95%.
  • Reviewed claims of alleged unauthorized international suspicious activity, contributing to a 50% reduction in fraud cases.
  • Responded to an average of 76 calls per day across different regions for inquiries on account and service, resulting in a customer satisfaction rate of 90%.
  • Reviewed alerts, internal referrals, and external inquiries related to potential suspicious activity while outside of the U.S., leading to a 25% increase in fraud detection.
  • Collaborated and communicated with the Fraud Department to facilitate the international roaming recovery process, resulting in a 20% increase in recovery rates.
  • Assisted customers in troubleshooting connectivity issues, resulting in a satisfaction rate of 90%.
  • Provided account management support to over 100 business accounts, including setting up payment plans, recording deposits and payments on various payment types, and updating customer account information as necessary.
  • Maintained excellent customer service by resolving all hardware and software issues and troubleshooting network issues on a local level, resulting in a satisfaction rate of 95%.
  • Updated customers on the status of completed tickets, ensuring ultimate satisfaction in a timely manner.
  • Maintained various databases by completing daily data entry, resulting in a 20% improvement in data accuracy.
07/2008 to 06/2009 Business Customer Service Representative I AT&T Mobility | City, STATE,
  • Provided account management support to over 100 business accounts, including setting up payment plans and recording deposits and payments on various payment types, resulting in a 10% increase in customer retention.
  • Maintained excellent customer service by resolving all hardware and software issues and troubleshooting network issues on a local level, leading to a satisfaction rate of 95%.
  • Updated customers on the status of completed tickets, ensuring ultimate satisfaction in a timely manner, resulting in a customer satisfaction rate of 90%.
  • Maintained various databases by completing daily data entry, resulting in a 20% improvement in data accuracy.
  • Assisted in setting up international telecom services and troubleshooting connectivity issues, resulting in a satisfaction rate of 90%.
  • Reviewed claims of alleged unauthorized international suspicious activity and collaborated with the fraud department to minimize company risk and prevent fraud.
  • Responded to an average of 76 calls per day across different regions for inquiries on account and service, resulting in a customer satisfaction rate of 90%.
  • Reviewed alerts, internal referrals, and external inquiries related to potential suspicious activity while outside of the U.S., leading to a 25% increase in fraud detection.
  • Collaborated and communicated with the Fraud Department to facilitate the international roaming recovery process, resulting in a 20% increase in recovery rates.
  • Trained new Business Customer Service Specialists by creating materials on policies and procedures, resulting in a 20% increase in new hire retention rate.
Education and Training
Expected in 07/2022 Bachelor of Science | Criminal Justice New Jersey City University , Jersey City, NJ, GPA:
  • [Spring, 2022] - Dean's List
  • [ B.S. Criminal Justice, GPA 3.7] GPA
Languages
Spanish:
Professional
Negotiated:
English:
Professional
Negotiated:
Certifications

Business Analyst and Project Manager Collaboration

New Manager Foundations

Data Science and Analytics Career Path Certifications

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Resume Overview

School Attended

  • New Jersey City University

Job Titles Held:

  • Business Customer Service Specialist II
  • International Care Customer Service
  • Business Customer Service Representative I

Degrees

  • Bachelor of Science

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