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Senior Representative Resume Example

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SENIOR REPRESENTATIVE
Summary

To drive performance in a customer focused service organization by effectively Applying my 15 years of telecommunications experience, customer experience management expertise, and ability to drive results in a collaborative team-centered working environment, and unwavering focus on creating a quality experience for customers. To build a culture of service excellence across functional groups that works collaboratively towards the group of the organization. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking opportunities to expand skills while facilitating company growth.

Experience
Company NameCity, StateSenior Representative06/2021 to Current
  • Confirmed that customers received efficient resolution to problems by researching issues and providing adequate information.
  • Inform customers about billing procedures, processed payments and provided payment option setup assistance.
  • Field customer complaints and queries, fast-tracking them for problem resolution.
  • Create and implement process improvements to reduce callback efficiency.
  • Provide outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Built customer rapport while accurately processing and troubleshooting technical issues through completion.
  • Exceed company productivity standards on consistent basis.
  • Secure customer retention by driving service and product benefits, features and recommendations around customers needs.
  • Maintain professionalism and efficiency while working closely with leadership.
  • Direct and led employees, supervising activities to drive productivity and efficiency.
  • Develop training, assessment and performance monitoring programs to coach and mentor employees.
Company NameCity, StateCustomer Service Pro11/2015 to 06/2021
  • Applied exceptional knowledge of all VZW operating systems, online tools and troubleshooting on all calls that require technical assistance. Assist customers with activating their devices, set up cloud service, Emails, and downloading my Verizon services.
  • Resolved all customer issues and ensures impending solutions are effectively followed up on with customers.
  • Successfully positions solutions that increase the value of the customers' wireless experience and leads to customer adoption.
  • Performed price plan/account analysis, account inquiries, billing questions, or billing concerns.
  • Pro-actively works to resolve customer issues completely and independently, Uses expert negotiation, problem solving skills and critical thinking skills to resolve complex and non-routine customer concerns.
Company NameCity, StateCustomer Service Advocate02/2011 to 11/2015
  • Handled a high volume of inbound customer calls; research and resolve billing inquiries. Effectively explained products and services; troubleshoot device issues.
  • Prioritized and organized daily follow ups and ensured completion within an acceptable time frame
  • Evaluated customer concerns and resolve problems to the customers' satisfaction.
  • Qualified and closed prospective customers and recommend appropriate wireless solutions with regard to price plans, features, handsets and accessories.
Company NameCity, StateInventory Control Specialist10/2009 to 02/2011
  • Completed physical inventory counts as required by company policy Implement and follow a control system to reduce damage, breakage and inventory obsolescence.
  • Reported shortage, overages and all inventory levels monthly for replenishment.
  • Verified, check discrepancies on stock quantities, packaging, quality and pricing.
  • Improved inventory accuracy from 70% to 95% by implementing effective policies.
  • Established standard operating procedures and benchmarks for all receiving functions.
  • Ensured that improving and developing inventory management processes and procedures consistently meet inventory control needs.
Company NameCity, StateMidwest Billing Conversation Support10/2009 to 10/2009
  • Selected to help with the Altel Conversion in Minnesota.
  • Entered all calls into C2T2
  • Provided troubleshooting and resolved concerns to the Altel Employee's.
  • Provided d1-on-1 POS research and training using "shared desktop" Follow-up with call back on issue resolutions.
  • Trained new employees on procedures and policies to maximize team performance.
Company NameCity, StateActing Operations Manager02/2009 to 10/2009
  • Reviewed and approved all pending credits in John McCarthy's CEQ Ensured that store managers are approving their credits within the five day frame.
  • Provided full and ongoing support for all facets of store operations, inventory, and merchandising.
  • Supported compliance of store operations and customer request, also audited twelve stores in my zone for quality assurance, continuously identified operational gaps and implemented solutions that reflected the company's overall strategy to out customers.
  • Provided coaching and training to all twelve stores in the zones on operational procedures Conducted weekly conference calls to discuss any new operation changes.
Company NameCity, StateRetail Customer Support08/2006 to 02/2009
  • Provided exceptional customer service from greeting point through departure, ensuring customer's needs were met and that every customer had a positive experience.
  • Handled all administrative functions of the store, including cash management and asset protection of store inventory.
  • Facilitated service activation, processing electronic serial number changes and bill payments, responding to billing inquires equipment replacement, troubleshoot issues and processing price plan changes.
  • Reconciled cash (bank deposit, safe fund/till fund, daily financial transactions) and followed bank deposit procedures.
  • Facilitated with Wireless workshops performed hands-on demonstrations, with the basics, answered questions, and shared tips and tricks.  Equipment replacement, troubleshooted phone issues, phone book transfers, email set up, push to talk and helped customers with utilizing self-serve.
Education and Training
MBA:Business Administration08/2018Strayer University, City, State

Business Administration

  • Minor in Human Resources
BBA:Business Administration08/2014Strayer University, City, State

Business Administration

  • Minor in Human Resources
  • Graduated Cum Laude
Associate of Applied Science:Medical Administration07/2005Monroe College, City, State

  • Medical Administration
  • Graduated Magna Cum Laude

Master of Science:Project ManagementStrayer University , City, State
Memberships

• The Society for Human Resource Management (SHRM)

• Golden Key International Honour Society

• Vice President Withdrow Downs Homeowners Association (HOA).

• Treasure of Parent Teacher Association of Stoney Creek Elementary School (PTA).

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Resume Overview

School Attended

  • Strayer University
  • Monroe College

Job Titles Held:

  • Senior Representative
  • Customer Service Pro
  • Customer Service Advocate
  • Inventory Control Specialist
  • Midwest Billing Conversation Support
  • Acting Operations Manager
  • Retail Customer Support

Degrees

  • MBA : Business Administration 08/2018
    BBA : Business Administration 08/2014
    Associate of Applied Science : Medical Administration 07/2005
    Master of Science : Project Management

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