PROFILE
Highly motivated and versatile business professional with ••••• years of customer service, problem resolution, and business communication experience.
Organized, methodical and highly analytical with the ability to decisively multi-task in a fast-paced environment.
Proven communication and interpersonal skills and ability to establish positive rapport and facilitate complaint resolution with even the most difficult customers.
Demonstrate ability to effectively prioritize a broad range of responsibilities in order to consistently meet deadlines.
Strong computer and Internet research skills.
Alpha Sigma Lambda National Honor Society
This national honor society recognizes the special achievements of adults who accomplish academic
excellence, despite dealing with the competing interests of family, community, and work.
KEY STRENGTHS
• Problem identification • Resolving escalated customer service issues
• Task coordination • Time management & prioritization
• Decision making ability • Attention to detail
• Strong leadership • Team player
• Proven multi-tasker • Delegating when necessary
• Excellent oral & written communication skills • Extracting important information from clients
• Training • Experienced interviewer
• Workload forecasting • Scheduling
• Evaluating business strategy • Setting personal and business goals
• Payroll • Skilled negotiator
• Representing others
• Ability to adhere to Stringent policy compliance in all regulated environments
• Talent for identifying customer needs and presenting the appropriate company product and service offerings
• Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business
EDUCATION
Strayer University-Computer Information Systems
Degree-Bachelor of Science-Minor Human Resource Management •••••
TECHNICAL SKILLS
&#•••••; WindowsXP &#•••••; Windows NT &#•••••; Windows •••••
&#•••••; Microsoft Office Suite ••••• &#•••••; Lotus Notes
Centers for Medicare systems • MARx • TSO
Maryland State Systems • CSES • MABS
• MVA • Internet & Accurint
RELEVANT PROFESSIONAL EXPERIENCE
Management
• Interviewed potential employees
• Made product presentations to potential customers
• Responsible for budget management of a small business
• Responsible for cost reduction of a small business
• Developed corporate policy
• Wrote customer contracts
• Prepared for events by coordinating with event coordinator and other vendors
• Made billing arrangements and assured collection of debts
• Supply ordering
• Worked the “In Charge Desk” which ran call the center
Duties included:
Supervision of CSRs
Generation of CSR work schedules
Monitoring of CSR work schedules
Review and approval of CSR time off requests
Forecasting manpower needs
Printing adherence reports
Key Accomplishment
Was a key member of a project chartered by the corporate directors to locate large amounts of lost revenue for offices in 3 states. The success of this project enabled the division to achieve their annual financial objective
Customer Service Client Relations
• Promoted exemplary customer relations with our business customers by assessing and attending to customer needs on a daily basis
• Resolved telephone complaints and responded to customer service inquiries
• Corresponded with clients to follow up on concerns and confirm resolution
• Proactively reached out to customers when significant processing errors or failures occurred
• Documented and updated new customer account data and assured the accuracy of current customer information
• Provided telephone and e-mail support and problem resolution to customers
• Followed up after primary customer contact
• Secured numerous company achievement awards for delivery of exceptional customer complaint resolution
• Completed Stellar Training
Training consisted of:
How to deal with difficult customers
How to improve time management skills
Enhancement of “needs based recommendation” skills
• Children’s advocate performing child support investigations
Duties included:
Creating case files & legal documents
Entering data into state computer systems
Confirming identities and tracking down locations of parents behind in or not making child support payments
*Key Accomplishment
•••••% club call quality member. This included excelling at making need based recommendations and selling these to the customer
Troubleshooting/Technical
• Tested billing/order tracking system to ascertain the validity of converted data
This included:
Cross-referencing the data on various other systems to confirm data accuracy
Making sure all data inconsistencies were reported to developers
Creating and following up on the trouble tickets
• Managed and updated customer inquiry tracking log
• Responsible for recording and tracking customer complaints
• Performed triage, routed and responded to trouble tickets
Key Accomplishments
Partnered with software developers in alpha testing a new “ExpressTrak” order tracking and billing system to locate and work out all bugs before implementation. Assisted the developers in accurate data conversion
After extensive research found that the computer billing overlay had shifted causing the incorrect billing of hundreds of customers
Contacted the appropriate programmers and assisted in the resolution of the problem
EMPLOYMENT
Programmer/Business Analyst ViPS Towson, MD ••••• - •••••
Customer Service Representative PHH Sparks, MD •••••
Customer Service Representative BGE Baltimore, MD •••••
Office Manager Xavier’s Photo Studio Parkville, MD •••••
Consultant Verizon Baltimore, MD •••••
TEMPORARY EMPLOYMENT
Intake Specialist Baltimore City Office
of Child Support/Mercer Staffing Baltimore, MD •••••
Customer Service Representative SECU Linthicum, MD •••••
ORGANIZATIONS
• Alpha Sigma Lambda National Honor Society
This national honor society recognizes the special achievements of adults who accomplish academic
excellence, despite dealing with the competing interests of family, community, and work.
• Telephone Pioneers of America
Pioneers is a network of volunteers who effect immediate, tangible change in local communities,
in partnership with their sponsors.
References Available upon Request
