Ebony Graham
Memphis,TN
Summary
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
8
8
years of professional experience
Work History
Legal Administrative Specialist
Veteran Affairs
Memphis, TN
02.2023 - Current
- Assist veterans with questions regarding claims and benefits.
- Updated veterans' address, phone number, direct deposit, and dependency information.
- Facilitated communications by forwarding emails and transferring calls.
- Performed clerical duties such as sorting email, faxing documents, answering calls regarding Veteran claims and benefits.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of veterans' interactions, transactions, and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet veterans' needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used approved scripts to de-escalate angry callers during telephone interactions.
Customer Service Representative
Conduent
Memphis, TN
03.2020 - 02.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Customer Care Wireless Representative
AT&T
Memphis, TN
06.2016 - 02.2020
- Demonstrated knowledge of wireless products and services to customers.
- Performed troubleshooting activities on mobile devices and resolved technical issues.
- Assisted customers in selecting suitable wireless plans according to their needs.
- Resolved customer complaints regarding billing errors, service interruptions, and poor coverage areas.
- Handled incoming calls from customers related to order status, product availability.
- Maintained up-to-date knowledge of existing technologies related to wireless industry.
Education
High School Diploma -
Melrose High School
Memphis, TN05-2004
Some College (No Degree) - Business Management
Post University
Waterbury, CTSkills
- Document Review
- Office Administration
- Data Entry/Clerical/CRM
- Troubleshooting
- High Energy Attitude
- Information Updates
- Customer Complaints
- Scheduling Appointments
- 40 WPM typing speed
Timeline
Legal Administrative Specialist
Veteran Affairs
02.2023 - Current
Customer Service Representative
Conduent
03.2020 - 02.2023
Customer Care Wireless Representative
AT&T
06.2016 - 02.2020
High School Diploma -
Melrose High School
Some College (No Degree) - Business Management
Post University
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