Call Center Representative versed in Customer Support in high call volume environments. Superior computer skills and telephone etiquette. Knowledgeable and dedicated customer service professional with extensive experience in the certification and telecom industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Hi, I’m
Felix A. Paul
Customer Service
Flowery Branch,GA
Summary
Overview
26
years of professional experience
Work History
National Commission on Certification of Physician Assistants (NCCPA)Johns Creek, GA
Customer Service Representative
06.2014 - Current
Job overview
- Provides detailed and accurate information to Physician Assistants regarding certification maintenance and exam requirements as well as exam preparation
- Assists Physician Assistants with year-to-year certification requirements
- Discusses with Physician Assistants current certification requirements along with answering any concerns Physician Assistant may have regarding certification
- Consults with management and peers on day-to-day administrative duties ranging from email correspondence to special projects which may involve testing of software updates or assisting other departments with various projects
- Monitors call volume daily to make necessary adjustments to administrative duties throughout business day in order to provide adequate phone coverage of inbound calls from Physician Assistants.
Bellsouth Telecommunications/AT&TAtlanta, GA
Customer Service Representative
05.1998 - 11.2013
Job overview
- Provided accurate and appropriate information in response to customer inquiries regarding residential phone repair request and appointments
- Researched, calmed and rapidly resolved customer conflicts to prevent loss of residential high speed internet accounts as well as residential home phone service
- Provided trouble shooting and technical support for residential phone service and high speed internet products and equipment
- Met customer call guidelines for service levels, handle time and productivity.
- Assisted with the training and development of new residential repair and high speed internet call center employees
- Cross-trained and backed up other customer service managers.
- Properly directed inbound calls in phone queues to improve call flow
- Built customer loyalty by placing follow-up calls for customers who reported product issues as well as for customer who required an emergency repair dispatch
- Managed high speed internet billing accounts and initiated follow-up calls for unresolved billing issues outside of normal business procedures.
Education
Columbia Southern University OnlineOrange Beach, AL
Associate of Science from Business
03.2019
University Overview
Skills
- Conflict Resolution Proficiency
- Service Solutions Expert
- Telecom/High Speed Internet Equipment Troubleshooting Skills
- Ability to Train, Motivate, and Supervise Customer Service Employees
- Team Player, Acknowledged as Both “Subject Matter Expert” and “Total Quality Customer Service Professional”
- Strong Problem Solving Ability Along With Critical Thinking Proficiency
- Negotiation Competency
- Proficient with Microsoft Office Suite
References
References
Furnished Upon RequestTimeline
Customer Service Representative
National Commission on Certification of Physician Assistants (NCCPA)
06.2014 - Current
Customer Service Representative
Bellsouth Telecommunications/AT&T
05.1998 - 11.2013
Columbia Southern University Online
Associate of Science from Business