Des Plaines, IL
To obtain a position where I can utilize my customer service and call center experience and knowledge assisting customers.
October 2009 to December 2009
Provided assistance to fleet service drivers, to report annual mileage for tax compliance purposes. Provided roadside assistance to fleet drivers for general maintenance purchase orders, emergency road service, towing and car rental reservations.
June 2009 to August 2009
Answered inbound calls for customers renting DVD's at kiosk locations. Answered all billing questions and processed adjustments. Guided customers thru internet website to reserve movies on line.
Benefits Representative for Hewitt
September 2008 to December 2008
Answered inbound phone calls from employees, for 4 different employers that were contacting their benefits center. Provided assistance with Open Enrollment questions and concerns. Processed Open Enrollment's for health, dental, vision, life insurance and other services provided by employers.
Customer Care Data Coordinator
May 2006 to July 2008
Customer Service Representative
Handled all inbound calls for existing account holders of Verizon Wireless. Duties included billing, troubleshooting, and upgrades of calling plans and equipment. Focused on Quality on every call in order to meet monthly goals and exceed expectations on a personal and team level. Open to monthly coaching feedback to help me continue to further develop my skills in order to continue to advance within the company. Advanced to a Senior Representative within 1 year, provided support to team members to help them achieve their goals. Facilitated monthly Team meetings.
Data Entry Contractor for Motorola
January 2006 to April 2006
Entered orders into Oracle Database for shipments of internet software and hardware. Created contact lists in Microsoft Outlook. Maintained inventory, of products in Excel spreadsheets.
September 1998 to October 2005
Coach/ Call Center
Sales/Service Representative/Call Center
Lead Personal Assistant/Call Center
Personal Assistant/Call Center
Elevated position within 7 years from call center representative to Executive Administrative Assistant. Maintained Executive Manager's Outlook calendar. Maintained Personnel files. Documented training, attendance and monthly review meetings in Word. Created weekly schedule and maintained vacation schedule for team. Scheduled corporate travel arrangements. Completed Expense Reports. Ordered office supplies. Monitored office, to ensure office was at proper service level and staffed appropriately, in order to achieve daily and monthly service level goals and expectations. Ensured representatives adhered to set schedule. Implemented change in office hours in order to meet the needs of the business. Entered any schedule exceptions into IEX System.
Assisted customers by recommending appropriate service to meet all of their telecommunications needs, which included sales of local phone service, long distance, cellular, TV entertainment and Internet needs. Developed training materials for new employees. Handled all management escalated calls when working weekends and or holidays or while management unavailable. Entered into CSG computer database, all orders for installs, disconnects and changes. Handled all billing questions and concerns. Processed payments. Conducted on line troubleshooting with customers to attempt to resolve problems over the phone with customers. Responsible for the negotiation and scheduling of appointments to dispatch technicians to customers home. Assisted on special project to implement new digital cable service. Nominated and received the Super Star Award for strong leadership in 2000. Received Las Vegas trip in 2003 for excelling in sales.
Team Player with 20+ years of experience in Customer Service/Call Center environment. My innovative and creative ways, to improve upon processes have led to numerous career progressions. Good problem solving and analyzation skills. Communicate well both verbal and written with any project or presentation.
Professional Skills: Database Knowledgeable. Telephony. LEC Knowledgeable. Phone Systems: ACD, IEX, Rockwell, Lucent, Avaya. Programs: Windows 98, 2000, ME, XP, Internet Explorer, Microsoft Outlook, Outlook Express, Horizon, Word, Excel. Applications: CSG, TCS Oracle, Remedy, EWFM, RTA, SAP. Office automation tools (fax machine, copier, etc.).