Customer Support Representative Resume Landover, MD - Hire IT People

SUMMARY:

Over Ten years of commended performance in key customer service and support roles.
Expert in customer care/communications, problem solving, relationship building and user training and support.
MS Office “power - user” with additional proficiencies in assorted databases.
Excellent Customer Service
Troubleshooting/ Problem Solving
Up-Selling/Sales Support
Customer Order Fulfillment
Excellent Communication Skills
Type 45 wpm
Call Center Operations
Technical/User Support
Complaint Handling
Reports & Documentation
Advanced Microsoft Knowledge

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Landover, MD

Customer Support Representative

Responsibilities:

Inbound customer service calls- Helped professors and students from various Universities to navigate website, place orders for books and troubleshoot technical issues.
Verified and processed educator approvals for professor account setup.
Processed and closed Sales Force cases.
Processed orders for University Bookstores.
Trained new temporary staff for special projects.

Confidential

Consumer Affairs Specialist

Responsibilities:

Receive, evaluate and investigate consumer complaints for the Confidential brand Co.
Develop and implement consumer education and information programs.
Analyze and resolve consumer complaints by issuing compensation, refunds, written correspondence and proper escalation procedures.
Maintain Liaison with suppliers, merchandisers and regional store management.
Review FDA regulations, legislations and product changes/recalls for implications regarding consumerism and adjustments for consumer complaints.

Confidential

Visa Consultant

Responsibilities:

Processed visa applications; timely submission and pick up of applications; regularly liaise with India Consulate as appropriate, and arranged payment for visa procurement.
Interacted with clients in person, over the telephone or written communication. Resolved any complex travel and visa issues.
Inputted and updated information on client database and prepared manifest.
Prepared and reconciled money reports.
Acted as Team Lead when necessary or in absence of regular Team Lead.

Confidential

Customer Support Supervisor

Responsibilities:

Supervised a 20-person customer support team.
Recruited, trained and scheduled shifts for customer support team.
Participated in planning, formulation of goals and objectives, and decision making of Customer Support Dept.

Confidential, Powder Springs, GA

Customer Service Specialist

Responsibilities:

Assisted customers with their purchase process
Assisted in the /training and Development of new employees
Oversaw workflow within the unit and monitored compliance with company service standards

Confidential, Augusta, GA

Customer Service Rep

Responsibilities:

Provided service information by phone and online. Average of 95 inquiries daily
Maintained call center database by entering and verifying information; updating contact log.
Improved quality results by recommending changes.

Confidential, Hampton, VA

Front-End Manager

Responsibilities:

Supervised 10-person Cashier staff
Ensured that service standards are met and that customer issues are resolved
Maintained quality service by establishing and enforcing company standards and will assess store condition and customer service levels