SUMMARY:

• Call Center experience working with the state of Maryland for EZ - Pass MD/Conduent.
• Data entry as well as CSR work over the phone.
• In-person experience with customer service working with Confidential.
• Assisting customers with online orders as well as in-store purchases and quandaries.

HIGHLIGHTS

• Employee relations specialist
• Customer service management expertise
• Telecommunications knowledge
• High customer service standards
• Proficient with Microsoft Office Suite
• Proficient in customer account software
• Multi-channel contact center software
• Devoted to data integrity

EXPERIENCE:

Customer Service Representative and Data Entry Specialist

Confidential, Baltimore, MD

Responsibilities:

• Assist customers with their EZ-Pass accounts, ranging from taking payments, setting up and removing discount plans, toll adjustments, mail requests for new devices and mounting strips, as well as possible closure of accounts.
• Assist callers wanting to make payments on unpaid tolls, or video tolls with the state of Maryland.
• Conferring information on tolls due at Central Collections Unit of Maryland and refferring them to the call CCU to pay debts owed at said level and pay off any unpaid tolls still under EZ-Pass MDTA jurisdiction.
• Entering data for both EZ-Pass account holders as well as those with unpaid tolls for the state of Maryland.
• Submitting as well as completing Service Requests in our system for further action to be taken for customers, ranging from disputes of tolls in and out of state, unpaid tolls within the state of Maryland, charges to account holder's accounts, to their credit cards if signed up for auto replenishment of said accounts.
• Completing data entry for updating said SR's ranging from 250 to 350 updates daily.
• Completing on weekends when doing possible overtime on Saturdays around 650-1500 SR's on a given overtime service day.

Customer Service Assistant

Confidential, White Marsh, MD

Responsibilities:

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Refer unresolved customer grievances to designated departments for further investigation.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Solicit sales of new or additional services or products.
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
• Receive calls to store from customers and members, updating their personal information in our company's system and any possible orders pertaining to said customers as well.
• Perform general cashier tasks for handling, counting and closing registers at an end of shift.
• Gathering and delivering all customer orders from the online pick-up site in store.
• Searching and finding merchandise for customers both in store and online.
• Ordering customer orders in-store for customers incapable of ordering at their own home.
• Solicit JCPenney credit card applications and retaining customer loyalty through said applications.
• Report any suspicious shopping, returning and any general activity that warrants concern from the Loss Prevention team and security.
• Extending customer holds and editing customer hold dates in the delivery system for all JCPenney.com orders for inquiring customers.
• Ringing customers and providing outstanding customer service to all customers and employees.
• Refer unresolved customer grievances to designated departments for further investigation.
• Organizing and cleaning the department floor as well as restocking and rearranging entire displays.

Book/Music Seller, CSA and Receiving and Returns Employee

Confidential - Baltimore, MD

Responsibilities:

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Refer unresolved customer grievances to designated departments for further investigation.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Solicit sales of new or additional services or products.
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
• Receive calls to store from customers and members, updating their personal information in our company's system and any possible orders pertaining to said customers as well.
• Perform general cashier tasks for handling, counting and closing registers at an end of shift.
• Correcting and facilitating customer addresses and order information as needed when erroneous information was discovered or brought to attention.