Customer Service Representative Resume Philadelphia, PA - Hire IT People

Objective

I wish to pursue a role that would allow me to quickly contribute my in-depth knowledge of communications, business writing, contact-center operations, client care, performance metrics, Microsoft Office suite of products, and my solid interpersonal skills.

Education

Field of study: Mass communications - Concentration, Journalism

Professional Experience

Customer Service Representative, Confidential - February 2012 - Present (Contractor)

Field calls from customers and stakeholders regarding product defects, both software and hardware, recommend products based on customers' computer proficiency and operating systems, provide online navigation assistance, provide bill interpretation, respond to email and voice mail inquiries, take ownership and follow through to resolution, maintain appropriate tone and deliver World-Class Service in efforts to manage calls more efficiently and effectively, and de-escalate where applicable

Quality Control Team Lead for Coaching and Inspection, Confidential - April 2008 to June 2011

Conducted regular remote and live monitoring to ensure quality of in-bound calls to Contact Center, edited reports for accurate grammar, spelling, and content, oversaw process compliance and addressed issues by coaching accordingly, tracked Communication Specialists' call queue and created output reports, which identified trends and adherence to management expectations, helped pioneer inspection/scoring process to improve quality and ensure accountability, created action and performance improvement plans, developed performance metrics for communication specialists, trained peers and subordinates on best behavioral practices, reported and escalated issues to management for review and subsequent action, tested new applications and processes to ensure efficiency, proactively communicated process issues and application defects to Client Care and management, expert proficiency in allegation and priority selection, Manager on Duty- Oversaw overnight operations of the Contact Center, managed call volume, and ensured employees were on task, issued notification to clients when immediate action was required, Staff Writer for Contact Center newsletter and Task Group member- Contributor to Global Voice newsletter publication, which allowed me to interview executives and compose/publish articles regarding their respective group and function

Communication Specialist, Confidential - October 2006 - April 2008

Received approximately 30 to 70 inbound calls and facilitated structured interviews with employees who reported a range of concerns, probed and asked standard/spin-off questions, and then composed comprehensive reports, while maintaining an objective viewpoint, selected the appropriate prioritization based on imminence and/or impact to respective client, also charged with selecting allegation for the report, which ranged from threats and physical violence to theft and accounting irregularities, met Key Performance Indicators (KPI) and quality standards, and conducted exit interviews for former employees of various companies through Integrilink system

Night Auditor/Manager, Confidential, January 2003- O-ctober 2006

Balanced accounts and configured daily revenue, occupancy percentages, and rate totals provided World Class customer service to hotel guests, responded to guest requests, addressed/resolved complaints and bill disputes, worked at various sister Hampton properties in the Charlotte Metro area, quickly became familiar with guests and greeted them by name, assisted with travel arrangements, helped up-sale to drive revenue, worked concurrently while employed with Sprint/Nextel and maintained exceptional performance and attendance

Business Customer Care Specialist, Confidential, January 2004-October 2005

Handled inbound calls for wireless customers that averaged between 60 and 100 daily, provided World Class customer service on every call, addressed and resolved billing disputes, small technical issues, and simple trouble-shooting, and set up new accounts for both general and business customers, sold premium products and services, including new lines of service as well as met weekly and monthly sales goals, met Average Handling Time (AHT), consistently followed scripted call flow

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Customer Service Representative Resume

Philadelphia, PA

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