Customer Service Agent Resume

SUMMARY:

Telecommunications professional with over 30 years reliable experience specializing in customer service with face to face contact in sales, billing, collections, implementation of telecom systems, and troubleshooting service problems for Federal Government agencies while possessing excellent communication, decision making and negotiation skills with a unique combination of interpersonal and analytical abilities.

TECHNICAL SKILLS:

Microsoft Word

Microsoft Outlook

Microsoft Excel

PROFESSIONAL EXPERIENCE:

Confidential

Customer Service Agent

Responsibilities:

Responsible for responding to and resolving all issues related to financial aid.
Responds to all inbound /outbound telephone calls and emails regarding financial aid, researches requested information, answers questions and informs students of current eligibility status using available resources.
Provides financial aid program assistance to students regarding the application process for grants, loans, scholarships, work - study, and/or other information related to financial aid.
Responsible for the dissemination of financial aid information regarding applications or any other information as required.
Responsible for completing call logs and other appropriate reports.
Inputs data and ensures the accuracy of all information entered into the system.
Communicates with both students and sponsors concerning past due invoices and generates collection letters to students with outstanding past balances.
Responsible for researching questions and responding to customer inquiries accurately and expediently.
Reviews sponsored students' accounts for payment status and posts payments as received.
Performs other related duties as assigned.

Confidential

Customer Support Specialist

Responsibilities:

Provided customer support services for proprietary grant application software to both government and external customers for the US Department of Education.
Assisted customers with reference information searching and using the software to identify specific data relating to department grants, tracks and logs customer calls throughout the day using the Help Desk Request log.
Recognized when to pass unresolved issues to Tier II support group.
Maintained trouble call resolution document for all trouble calls that included the nature of the call and related pertinent information and provided the solution of each call and the time frame needed to resolve the customer’s information needs.

Confidential

Customer Support Specialist

Responsibilities:

Provided customer support services for proprietary grant application software to both government and external customers for the US Department of Education.
Assisted customers with reference information searching and using the software to identify specific data relating to department grants, tracks and logs customer calls throughout the day using the Help Desk Request log.
Recognized when to pass unresolved issues to Tier II support group.
Maintained trouble call resolution document for all trouble calls that included the nature of the call and related pertinent information and provided the solution of each call and the time frame needed to resolve the customer’s information needs.

Confidential, Washington, DC

Communications Representative

Responsibilities:

Planned, organized, managed and conducted training sessions on the implementation of telecommunications projects.
Interacted with Marketing and Sales effectively to ensure the implementation of telecommunication projects were completed successfully.
Managed, engineered and coordinated the installation of Federal Government voice, data, video teleconferencing, and network communications services.
Coordinated and accelerated activities that led to the resolution of customer’s telecommunications service troubles.
Investigated and resolved problems and inquiries regarding pending implementations, service orders, billing matters, rates, services, and practices for Federal Government agencies.
Established external customer meetings to give status of projects as well as assess additional customer requirements.
Ensured that standardized end-to-end processes that were developed by the Federal Government were accurately documented, signed off by and distributed to all areas of the business.
Provided documentation of current business practices and processes while conceptualizing and suggesting improvements.
Implemented services for large business customers, DC Government, and the Federal Government via verbal and written purchase orders.
Investigated, analyzed, and resolved billing claims.
Acted as Telecom Business Office Liaison between DC Government, the Federal Government, Lucent Technologies, Bell Atlantic, and GSA Customer Service.
Routed “0” dialed long distance calls within the United States and internationally for AT&T.

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