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Customer Service Representative / Proactive Response Agent Resume Example

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CUSTOMER SERVICE REPRESENTATIVE / PROACTIVE RESPONSE AGENT
Professional Summary
I am a dedicated Web Designer with wide range of design styles. From sports to schools, elaborate to minimal, large or small projects. Solid background in mobile application and secure system design. I am accomplished at collaborating with product managers and developers, delivering designs that meet business and technical requirements while enhancing the end user\'s experience.
Skills
  • Microsoft Office (Excel, Word, Access, and PowerPoint)
  • Project Management
  • Project Life Cycle
  • Software Development Life Cycle (SDLC)
  • Program Administrative
  • Procedures (Analytical, Evaluative, Development methods and techniques),
  • Programming
  • Java, Visual Basic, SQL, RDBMS tools, ER Case tools, HTML5, CSS3, Switched Networks,
  • Telecommunications (Data, Voice, Video)
  • Web Design
  • Accounting
  • PeopleSoft,
  • Distribution Meter technologies.
  • Web-based reporting tools
  • Interaction design skills
  • Experience design
  • Self motivated
  • Strategic thinking
  • Social media marketing
  • HTML
  • JavaScript
  • Analytics and metrics
  • Customer Service Expert
  • Excellent Communications Skills
  • Quality Control
  • Kronos
  • Municipal water
Work History
Customer Service Representative / Proactive Response Agent 05/2016 to 07/2017
Alorica – Newport News, VA
  • Talk to customers over the phone, email or chat to resolve their questions or concerns.
  • Schedule Pick- ups for Shipments.
  • Order Supplies.
  • Perform Investigations.
  • Process Returns.
  • Accurately document and update customer records in the computer system.
  • Remain calm and helpful even when dealing with upset customers.
  • Escalate customer complaints and/or calls to the manager when necessary.
  • Provide feedback and recommendations to your manager on ways the company can improve.
Water Service Technician Service Assistant 08/2011 to 04/2016
City of Charlotte – Charlotte, NC
  • Completed and investigated service orders scheduled through Service Suite 8 (SS8) application in a field environment.
  • Exercise analytical skills to collect data from information collected in order to produce solutions and make decisions concerning complex and uncomplicated problems.
  • Re-routed service orders for maximizing workload efficiency.
  • Installed, replaced, and re-programmed AMR meters, registers, and meter lids.
  • Monitored and completed service requests via laptop.
  • Followed daily laptop procedures to ensure equipment is working properly.
  • Ability to troubleshoot laptop issues when warranted.
  • Customer/Revenue -Dispatcher.
  • Assist staff with a resolution of field issues that may hinder completion of service work and troubleshooting equipment concerns.
  • Calls Emergency On-Call Personnel to respond to after-hour call backs.
  • Escalates any issues or situations through a supervisor call list or to other divisions.
  • Supports Field Operations dispatch as directed or as needed.
  • Coordinates and distributes service order work in the work order management system.
  • Identifies improvement opportunities.
  • Responds to customer concerns regarding water main breaks and leak at properties, and other irregularities within the water distribution system and documents all applicable information in the appropriate system.
  • Creates and assigns service orders in the dispatching and billing system applications.
  • Directs field staff to high priority customer and water distribution systems situations.
  • Supplies information to the field by obtaining and interpreting, blue dot, blueprints, plans, maps, and section plat of the service request.
  • Received and answered telephone calls requesting service, inquiries, and reports of emergencies from both internal and external customers.
  • Developed and executed layout and installation of electrical wiring and fixtures based on job terms and city regulations.
  • Inspected machine parts for conformance to product specifications.
  • Prepared and administered preventative maintenance work orders.
Enumerator 03/2010 to 08/2010
Department of Commerce – Rocky Mount, NC
  • Planned work assignment area to determine the organization of neighborhoods.
  • Utilized mapping techniques to locate households assigned for conducting interviews.
  • Conducted interviews with residents in assigned areas.
  • Explained the purpose of the census interview.
  • Maintained records for quality control verification.
Telecommunications Operator- Maintainer Military Vetern – US Military Bases
10+ years of progressive customer service, administrative, investigative,planning and development experience. Installs, operates, and performs unit level maintenance in telecommunications centers. Operates automated message switches and strategic telecommunications centers using system command consoles, computer terminals, processors, magnetic tape units, tape readers, and associated COMSEC devices. Processes message traffic. Installs, operates, performs strapping, restrapping, PMCS and unit level maintenance on COMSEC devices. Performs Battlefield Information Services (BIS), consisting of printing services, publications management, files and forms management, reproduction services, Freedom of Information Act (FOIA)/Privacy Act (PA), Unit Distribution/ Official Mail, correspondence management, classified document control, and messenger service within the ISSO. Operates and performs Preventive Maintenance Checks and Services (PMCS) on assigned communications equipment, vehicles,and generators.
Education
Bachelor of Science: Management Information Systems Spring 2015 Liberty University - Lynchburg, VA
Bachelor of Science, Management Information Systems Date of Graduation Spring 2015
  • Web Architecture and Development
  • Information Sciences & Systems
  • IS Hardware & Software
  • Database Management Systems
  • Web-based reporting tools
  • Interaction design
  • HTML
  • JavaScript
  • Analytics and metrics




    • Associate of Arts: Business Spring 2014 Liberty University - Lynchburg, VA Associates of Arts, BusinessDate of Graduation Spring 2014
  • Coursework in Professional Prospecting Skills
  • Coursework in Fundamentals of Communication, Strategic Sales and Retail Marketing
  • Business Data Communication Systems
  • Financial Accounting
  • Managerial Accounting
  • Business Law International
  • Business Management
  • Microeconomics Marketing
  • Corporate Finance
  • Human Resources Management
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    Resume Overview

    Companies Worked For:

    • Alorica
    • City of Charlotte
    • Department of Commerce
    • Military Vetern

    School Attended

    • Liberty University

    Job Titles Held:

    • Customer Service Representative / Proactive Response Agent
    • Water Service Technician Service Assistant
    • Enumerator
    • Telecommunications Operator- Maintainer

    Degrees

    • Bachelor of Science : Management Information Systems Spring 2015
      Associate of Arts : Business Spring 2014

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