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Customer Service Representative Resume

Arlington, VA

SUMMARY:

  • Career minded, seeking a position in Customer Service. Excellent communication and interpersonal skills, which enables me to interface with all levels of management, and with the public. I can work well under pressure and against deadlines. I am able to use logic and reasoning when identifying the strengths and weaknesses in alternative solutions, conclusions, or approaches to problems.

PROFESSIONAL EXPERIENCE:

Confidential, Arlington VA

Customer Service Representative

  • Working for the Student Exchange Visitor Program (SEVP), apart of the ICE Unit with Fed Govt, my responsibilities included answering & responding to inbound calls and/or multiple emails from stakeholders.
  • Assist School Officials with becoming SEVP Certified, and completing proper I - 20 and DS-2019’s for non immigrant students/interns/professionals wishing to attend school, take on a specific trade and/or work temporarily through obtaining only a J-1 M-1 or F-1 Visa.
  • Assist stakeholders with maneuvering through the Sevis internet based System, and maintaining accurate & current information on non immigrant students.
  • Assisted students with general questions regarding their record status, paying I-901 fees, and visa questions.
  • Utilize Customer Relationship Management (CRM) software for recording and tracking tickets.
  • Resolve all help desk tickets within a 24-hour period, or escalate ticket to the appropriate capital SME for resolution.
  • Working with Customs and Border Patrol, Dept of State & other departments of the Federal Govt. to resolve specific issues with key stakeholders, and/or J, F or M Visa holders.

Confidential, Washington DC

Customer Service Representative

  • My duties were to assist consumers with applications, eligibility requirements & program questions; transferring calls to other Call Center units as needed.
  • Enrolling individuals into qualified health plans, & resolving issues related to the enrollment. Also, Informing and educating consumers about the Exchange.

Confidential, Falls Church, VA

Tier II Help Desk CSR

  • I worked with IT vendors on a daily basis to research, escalate, resolve and provide feedback on system and application issues for Agents & Brokers trying to sell insurance on the Health Exchange.
  • This required me to work with users in multiple systems daily, conducting password resets, networking and connectivity issues, and potential security issues.

Confidential, Bethesda, MD

Customer Service Rep

  • My duties were to answer multiple phone calls throughout the day & conduct telephone surveys. I'd set up interviews with our customers to attend our frequent market research studies.
  • Also I'd perform light office work procedures such as, filing, faxing, scanning & copying.

TECHNICAL SKILLS

Public Trust (Issued: 04/2014). Windows XP, Excel, Remedy 7.6, Microsoft Word, Microsoft Office, Dynamics CRM, PowerPoint & Outlook. Knowledge in using virtual machine, VPN, and card reader.

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