CUSTOMER SERVICE REPRESENTATIVE / PROACTIVE RESPONSEAGENT
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.
Microsoft Office (Excel, Word, Access, and PowerPoint)
Project Life Cycle
Software Development Life Cycle (SDLC)
Procedures (Analytical, Evaluative, Development methods and techniques),
Java, Visual Basic, SQL, RDBMS tools, ER Case tools, HTML5, CSS3, Switched Networks,
Telecommunications (Data, Voice, Video)
Distribution Meter technologies.
Web-based reporting tools
Interaction design skills
Social media marketing
Analytics and metrics
Customer Service Expert
Excellent Communications Skills
Customer Service Representative / Proactive Response Agent05/2016
to 07/2017 Alorica – Newport News,
Talk to customers over the phone, email or chat to resolve their questions or concerns.
Schedule Pick- ups for Shipments.
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 Assistant08/2011
to 04/2016 City of Charlotte – Charlotte,
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.
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.
to 08/2010 Department of Commerce – Rocky Mount,
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- MaintainerMilitary 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.
Bachelor of Science: Management Information SystemsSpring 2015Liberty University-
VA Bachelor of Science, Management Information
Date of Graduation Spring 2015
Web Architecture and Development
Information Sciences & Systems
IS Hardware & Software
Database Management Systems
Web-based reporting tools
Analytics and metrics
Associate of Arts: BusinessSpring 2014Liberty University-
of Arts, BusinessDate
of Graduation Spring 2014
Coursework in Professional Prospecting Skills
Coursework in Fundamentals of Communication, Strategic Sales and Retail Marketing