Emma Ruff

Customer Service Representative Ii (CSR), and a member of the Operations group. Instrumental in helping maintaining PNC’s reputation for technology excellence in both business applications and new innovations.

Provided general and/or in-deph business specific customer service while answering inquiries and resolving issues. Using a courteous and professional manner, interacting with customers via telephone and e-mail while using standard screens , scripts and procedures. Using advanced technology and solid service skills to develop and strengthen the relationship with customers via telephone.

Strong verbal and listening communication skills, as the position required long periods of time on the phone.

I was able to respond to difficult customer situations and forward them on to the appropriate channel for resolution.

Organized with the ability to multitask i.e. research issues and call log activity while on the phone with my customer or service partner.

Effectively managed a high volume inbound and outbound customers calls, with up to 200 calls in queue per minute.

Gathered and verified all required customer information for identifying purposes, referred unresolved customer grievances to designated department for futher investigation.

i was a professional and used patience when address negative customer feedback.

I promoted and sold Comcast products and service that were both current and emerging.

I was able to communicate with my customers to inform them of the features, benefits and use of all products and services.

i also helped existed customers interpret and clarify thier account statement and pay their bill, downgrade level of service, and process all general service request.

As part of my position as a Online Technician, I would educate and assist clients on their purchase decision and offer the most effective technology solution for their needs.

I provided technical support for PC and MAC internet /IP, web browser, email and connection issues.