Summary
Over 12 years as a professional in the customer support industry with major strengths in customer satisfaction, verbal communication, and problem-solving. Heavy interaction in discerning and understanding customer needs, providing ideal solutions, and promoting good relations. Proven ability in developing strong client associations quickly and promoting teamwork. People-oriented individual with stable work history and strong work ethic.
Overview
27
27
years of professional experience
Work History
Customer Service Representative (Federal Bureau of Investigation)
CSC, Inc.
11.2008 - Current
- Performed a Brady Check on a NICS Federal database for firearm dealers.
- Investigating Customer issues to resolution of complaints.
Customer Service Representative
Various Contract Assignments
07.2007 - 11.2008
- Communicated daily with new and existing corporate customers both by written and telephone.
- Assisted customers with escalated calls on issues needing attention.
- Keeping retention of customers and insuring customer satisfaction.
- Resolved escalated customer issues using SAP Platform.
- Executed daily operations of updating new and old business customers into our system for their orders.
- Clients – Workway; Countrywide Home Loans; RemX Staffing; Daimler-Chrysler Financial Services
Customer Service Mail Processor
First American
12.2004 - 10.2006
- Handled and classified letters of commitment and reaffirmation agreements as well as bankruptcy litigation claims (Ch. 13 and Ch.7).
- Generated daily reports (MS Excel) to the supervisor on the amount of processed information.
- Composed weekly PowerPoint presentations to report on the work progress.
Customer Service Representative
ADT/Tyco, Inc.
05.2002 - 08.2004
- Analyze and resolve problems with customer accounts to ensure customer satisfaction on a SAP platform.
- Performed duties in the escalation team from time to time as and when required by the management.
- Handled and satisfied irate and escalated customers in a professional manner;
Customer Service Representative
Protection One, Inc.
08.2000 - 12.2001
- Resolve the most sensitive and critical escalated customer complaints.
- Assist in the development and establishment of creative solutions to customer issues and day to day business.
- Handle escalated customer issues and complaints forwarded from call center or other groups within customer operations;
Customer Service Representative
Silverleaf Resorts, Inc.
06.1998 - 11.1999
- Responsible for handling information inquires.
- Service provided may include, but are not limited to, the following: General inquiry support, service delivery, business partners, data base management.
- Knowledge and experience in using specialized tools and procedures to address the requester’s needs.
- Primary measurement is customer satisfaction with the handling of the request.
Education
Bachelor Degree - Business Administration
Associates Degree in Arts - Business Administration
High School Diploma - undefined
Skills
- Typing 60 wpm, keystrokes 10000 kpm
- Proficient in Microsoft Office applications, such as Word, Excel, PowerPoint, Outlook and Visio as well as SAP software
Timeline
Customer Service Representative (Federal Bureau of Investigation) - CSC, Inc.
11.2008 - Current
Customer Service Representative - Various Contract Assignments
07.2007 - 11.2008
Customer Service Mail Processor - First American
12.2004 - 10.2006
Customer Service Representative - ADT/Tyco, Inc.
05.2002 - 08.2004
Customer Service Representative - Protection One, Inc.
08.2000 - 12.2001
Customer Service Representative - Silverleaf Resorts, Inc.
06.1998 - 11.1999
DeVry University - Bachelor Degree, Business Administration
Tyler Junior College - Associates Degree in Arts, Business Administration
Whitehouse High School - High School Diploma,
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