CUSTOMER SERVICE & PROBLEM RESOLVE REPRESENTATIVE II
Professional Summary
STOP! You have found the person you are looking for!
I am a hard worker and enthusiastic to learn. I am a Call Center Representative with expertise providing customer support in high call volume environments. I have exceptional computer aptitude and telephone etiquette.
No need to put this resume down; continue to read you will want me to be a part of your company!
Skills
Skilled in call center operations
Exceptional workflow management
Adheres to customer service procedures
Committed to maintaining data integrity
Customer service award
Avaya Software knowledge
Credit card processing
Cash flow management
Training development aptitude
Quick learner
Creative problem solver
Work History
Customer Service & Problem Resolve Representative II07/2010
to Current Brighthouse Networks – Deland,
FL
Effectively managed a high-volume of inbound customer calls.
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.
Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Met or exceeded service and quality standards every review period.
Customer Service & Problem Resolve Representative II07/2008
to 07/2010 Convergys – Lake Mary,
FL
Effectively managed a high-volume of inbound
Answered a constant flow of customer calls with up to 500 calls in queue per minute.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Mastery of customer service systems and databases. Worked with Chat programs to set up new sales---E-CARE. Used multiple programs at once
Referred unresolved customer grievances to designated departments for further investigation.
Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Trainer01/2006
to 07/2008 Curves – Deland,
FL
Started as a member was offered a training position.
Answer phones for customer service.
Entering Sales training program.
Office Manager12/2005
to 09/2006 Manufacturer's Flooring Outlet – Deland,
FL
Worked directly for Accountant Preformed data entry, billing and receiving in Quick Books
Posted receipts to appropriate general ledger accounts.
Monitored payments due from clients and promptly contacted clients with past due payments.
Coded and entered at least 20 invoices each day into the in-house accounting software.
Greeted customers in a timely fashion while quickly determining their needs.
Recommended merchandise to customers based on their needs and preferences.
Wrote sales slips and sales contracts.
Responded to customer questions and requests in a prompt and efficient manner.
Built relationships with customers to increase likelihood of repeat business.
Drug Clerk/Cashier09/1997
to 07/1998 Walgreen's – Deland,
FL
High volume prescription intake
Answered phones for customer service
Responsible for all doctor prescription refill calls.
Properly filled and dispensed prescriptions.
Regularly stocked shelves, rotated stock and checked for expired medications.
Completed new and updated patient profiles
Efficiently operated cash register and handled cash, checks, and charge transactions. Also balanced the register.
Head Cashier06/1995
to 08/1997 Wendy's – Deland,
FL
Nominated to enter management training program
Opened and closed store with prep work
A team player.
Demonstrated integrity and honesty while interacting with guests, team members and managers.
Operated the drive-through window and sales register quickly and efficiently.
Strictly followed all cash, security, inventory and labor policies and procedures.
Greeted customers and provided excellent customer service.
Maintained high standards of customer service during high-volume, fast-paced operations.
Followed food safety procedures according to company policies and health and sanitation regulations.
Education
Associate of Applied Science: Business 2008Daytona Beach College-
Daytona Beach,
FLGPA: Business Administration Assistant Degree
*** Certificate of Achievement Spring 2007 Dean's Lists
*** Certificate of High Achievement Fall 2007 President's List
Skills
Accountant, billing, cable, call center, Customer Service, Data entry, dimensions, Fast, management training, Quick Books, receiving, repairs, Safety, Sales, Sales training, scheduling, team player, telephone, phones, phone, Answer phones, Video
