Rosa Falu-Williams
Smithfield,Virginia
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
32
32
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Representative
Verizon Communications Inc. (former Bell Atlantic)
Newport News, VA
05.1996 - 06.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Updated account information to maintain customer records.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Recommended products to customers, thoroughly explaining details.
- Recorded account information to open new customer accounts.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
Accounting Clerk
Marcus Hilton CPA
Bronx, N.Y.
09.1990 - 05.1996
- Supervised daily bookkeeping operations with attention to accounts receivable, accounts payable, banking reconciliation and disbursements.
- Checked general ledger entries to increase accuracy, prevent significant errors and identify adjustments.
- Directed clients to appropriate accountants, answered phone calls and replied to office emails for excellent customer service.
- Completed and filed returns with tax departments at local, state and federal levels.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Reported financial data and updated financial records in ledgers and journals
Education
Bachelor of Science - Accounting
Lehman College of The City University of New York
The Bronx, NY 09.1996 - 05.1998
Associate of Science - Accounting
Bronx Community College of The City University of New York
The Bronx, NY 09.1994 - 05.1996
Skills
Complaint resolution
Sales expertise
Creative problem solving
Order fulfillment
Recordkeeping strengths
Multi-line phone talent
Administrative support
Money handling abilities
Professional telephone demeanor
Timeline
Bachelor of Science - Accounting
Lehman College of The City University of New York
09.1996 - 05.1998
Customer Service Representative
Verizon Communications Inc. (former Bell Atlantic)
05.1996 - 06.2022
Associate of Science - Accounting
Bronx Community College of The City University of New York
09.1994 - 05.1996
Accounting Clerk
Marcus Hilton CPA
09.1990 - 05.1996