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Unit Counselor Resume Example

Resume Score: 90%

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UNIT COUNSELOR
Summary

Skilled Customer Service Representative committed to addressing customer concerns with speed, accuracy and professionalism. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Resourceful customer service representative who consistently meets and exceeds productivity goals.

Highlights
  • High customer service standards
  • Employee relations specialist
  • Conflict resolution proficiency
  • Strong problem solving ability
  • Troubleshooting skills
  • Telecommunications knowledge
Accomplishments

Managed call flow with up to 100 calls in queue per minute.

Experience
January 2009 to April 2011
Talbot HallKearny, NJUnit Counselor

Protect the property of the individuals as well as the facility against carelessness, negligence, malicious mischief depredations and fire. Maintain order in the housing units, hallways, cafeteria, offices, smoking areas, conference rooms, shower room, and recreation areas. Receive and follow all orders and instructions issued by Supervisor. Remain on duty post until properly relieved. Report all incidents in writing to his or her Supervisor. Conduct daily inspection and searches. Resident movement and recreation activities. Co-facilitate small group.

April 2005 to August 2008
VonageHolmdel, NJCustomer Service Representative

Providing timely and accurate customer service through routine telephone inquiries and written correspondence. Answers customer questions, resolves issues and handles routine requests which may involve benefit policy interpretation, routine research and simple account adjustments. Communicates information regarding account status. Team Subject Matter Expert with sup rights in assisting in push backs and LNP cancellations and also taking supervisor calls.

July 2004 to December 2004
AT&T WirelessParamus, NJCustomer Service Representative

Provided service and support in multiple markets/region areas

Assisted in resolving billing issues, analyzed equipment for possible malfunction and/or technical troubleshooting

Explained calling plans, roaming, features, wireless coverage

Provided care account management (Migrations, account splits, attachments, activations).

Utilized business tools effectively and accurately such as entered and recorded customer

Information accurately in all systems, including but not limited to billing systems, business customer databases, web tools, e-mail.

August 2003 to December 2003
CablevisionNewark, NJCustomer Service Representative

Provided assistance to subscribers, technicians, and company representatives as a liaison to our main frame system. Identified problems/concerns and resolved or referred customers to appropriate parties. Performed data entry duties, Prepared reports and performed other administrative duties as needed. Up sold products such as IO (our digital cable product); Optimum Online, and Optimum Voice to current customer. Troubleshoot issues regarding in home cable boxes for technicians and customers. Provided explanations to our customers regarding their account. Set up appointments for technicians to fix the cable line for lack of service.

February 2001 to April 2002
NextelRutherford, NJCustomer Service Representative

Set-up of new customer accounts. Activated new and/or suspended service activation. Deactivated accounts for non payment and contract termination. Ensured appropriate rate plans, features and services were established for the account. Researched and resolved customer issues regarding account and/or billing issues. Processed and reviewed orders for accuracy. Troubleshoot failed activations and/or problem resolution at the first level. Handled swaps from incoming calls and from The Signal's website. Reviewed daily and monthly reports for activities that could not be processedthrough the system. Answer incoming calls from ACD system when necessary. Used also Tris and Vantage systems.

February 1998 to June 2000
Ashley Stewart'sJersey City Secaucus, NJRetail/Sales Associate Customer Service RepresentativeAssisted in opening the store for first shift. Received incoming clothing and accessory shipments, Assisted with store merchandising for sales and new items. Performed cashier duties. Assisted guests with career and leisure attire selections. Coordinated sales staff for scheduling of shifts. Assisted in closing the store for the last shift of the day. Data input of customers information from E-Z Pass applications. Processed customer accounts into the system for approval. Increased monetary limits on consumer E-Z Pass accounts. Sent applications out to customers as requested.
April 1993 to April 1996
Eltman, Eltman & Cooper P. CWhite Plains, NYClerical TypistPerformed receptionist duties. Received Medicaid information for various hospitals. Responsible for general clerical and administrative duties as needed. Developed new filing system for optimal inter office performance. Prepared legal documentation for correspondence and archiving
February 1992 to March 1993
New York UniversityNew York City, NYHousing AssistantArranged campus housing for applicants. Assisted with compiling documentation for registration. Performed data entry, Miscellaneous
Education
DeVry University
Business Admin/Project MgmtBachelors
computersCertification
Skills

RECEPTIONIST, CORRESPONDENCE, CUSTOMER SERVICE, CUSTOMER SERVICE REPRESENTATIVE, RETAIL SALES, DOCUMENTATION, ADJUSTMENTS, SUBJECT MATTER EXPERT, TELEPHONE, ARCHIVING, CLERICAL, FILING, GENERAL CLERICAL, LEGAL DOCUMENTATION, MEDICAID, ASSOCIATE, CASHIER, CLOSING, COORDINATED SALES, FOR SALES, MERCHANDISING, RETAIL, RETAIL MARKETING, SALES, SALES AND, SALES ASSOCIATE, SALES STAFF, SCHEDULING, INSPECTION, CUSTOMER ACCOUNTS, BILLING, DATA ENTRY, ACCOUNTS FOR, ACD, INCOMING CALLS, PROBLEM RESOLUTION, VANTAGE, ACCOUNT MANAGEMENT, BILLING SYSTEMS, DATABASES, MIGRATIONS, WIRELESS, LIAISON, THEIR ACCOUNT, VOICE

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Resume Overview

Companies Worked For:

  • Talbot Hall
  • Vonage
  • AT&T Wireless
  • Cablevision
  • Nextel
  • Ashley Stewart's
  • Eltman, Eltman & Cooper P. C
  • New York University

School Attended

  • DeVry University

Job Titles Held:

  • Unit Counselor
  • Customer Service Representative
  • Retail/Sales Associate Customer Service Representative
  • Clerical Typist
  • Housing Assistant

Degrees

  • Business Admin/Project Mgmt Bachelors
    computers Certification

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