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Customer Service Representative Resume

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Shirlington, VA

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SUMMARY:

Proven ability to diagnose, troubleshoot, and resolve technical problems. Quick learner with strong working knowledge of software, hardware, networking, operating systems, and security applications. Excellent written and verbal communications skill. Professional demeanor and strong customer relations skills. Professional phone skills. Proficient in Microsoft Windows operating systems and office productivity applications. Advanced knowledge in computer hardware and networking. Knowledge of networked computer system environments and peripheral device capabilities of common network applications and operating systems troubleshooting techniques.

TECHNICAL SUMMARY:

  • Ticketing System Support, Hardware Installations/Configuration
  • Network Connectivity Issues, Customer Relationship Management
  • End - User, Support Tools
  • Imaging and Archiving

EXPERIENCE:

Confidential, Shirlington, VA

Customer Service Representative

Responsibilities:

  • Worked in the Confidential Call Center as a first line of contact for the Confidential .
  • Answered, evaluated and prioritized incoming telephone calls.
  • Used Siebel customer relationship management software to log and track customer service requests.
  • Escalated service requests to appropriate staff.

Confidential, Shirlington, VA

Customer Service Representative

Responsibilities:

  • Worked in the Confidential Call Center as a first line of contact for the Confidential .
  • Answered, evaluated and prioritized incoming telephone calls.
  • Used Siebel customer relationship management software to log and track customer service requests.
  • Escalated service requests to appropriate staff.

Confidential, Shirlington, VA

Customer Service Representative

Responsibilities:

  • Worked in the Confidential Call Center as a first line of contact for the Confidential .
  • Answered, evaluated and prioritized incoming telephone calls.
  • Used Siebel customer relationship management software to log and track customer service requests.
  • Escalated service requests to appropriate staff.

Confidential, McLean, VA

Area Knowledge Manager Analyst

Responsibilities:

  • Supervised and trained new Customer Support Representatives in support of proprietary software for the Confidential / Confidential .
  • Answered, evaluated and prioritized incoming telephone, voice mail, email, and fax customer service requests.
  • Interviewed customers to collect information about problems to determine source of error using troubleshooting methods.
  • Used Siebel customer relationship management software to log and track customer service requests.
  • Identified, researched and resolved routine customer service requests.
  • Created new Siebel solutions to attempt to resolve customer service requests as needed.
  • Developed additional scripts as needed to query status of shipments and correct information
  • Followed up on customer inquiries.
  • Escalated service requests to appropriate staff.
  • Prepared weekly status report and monthly reports as required.
  • Scheduled/and chaired meetings.
  • Recognized and recommended areas needing improvement within specified areas of operation and management.

Customer Support Representative

Confidential, Alexandria, VA

Responsibilities:

  • Answered, evaluated and prioritized incoming telephone, voice mail, email, and fax customer service requests.
  • Interviewed customers to collect information about problems to determine source of error using troubleshooting methods.
  • Used Siebel customer relationship management software to log and track customer service requests.
  • Identified, researched and resolved routine customer service requests.
  • Created new Siebel solutions to attempt to resolve customer service requests as needed.
  • Followed up on customer inquiries.
  • Escalated service requests to appropriate staff.
  • Prepared weekly status reports and monthly reports as required.

Confidential, Alexandria, VA

Account Administrator

Responsibilities:

  • Approved/Disapproved requests for access to various Confidential systems.
  • Unlocked accounts after authenticating and verifying user privileges.
  • Answered, evaluated and prioritized incoming telephone, voice mail, email, and fax customer service requests.
  • Used Siebel customer relationship management software to log and track customer service requests.
  • Identified, researched and resolved routine customer service requests.
  • Created new Siebel solutions to attempt to resolve customer service requests as needed.
  • Followed up on customer inquiries.
  • Escalated service requests to appropriate staff.
  • Prepared weekly status report and monthly report as required.

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