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
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
Similar Profiles
Kelly TorresKelly Torres
Customer Service Representative at Bell Atlantic, VerizonCustomer Service Representative at Bell Atlantic, Verizon
Trinadh MamandurTrinadh Mamandur
Principal Engineer at Verizon Communications Inc.Principal Engineer at Verizon Communications Inc.
Elison MartinezElison Martinez
Sales Specialist at Verizon Communications Inc.Sales Specialist at Verizon Communications Inc.
Jackson GoodmanJackson Goodman
Regional Manager of Business Development and Sales at Salm PartnersRegional Manager of Business Development and Sales at Salm Partners
Al CsicseriAl Csicseri
Equipment and Facilities Maintenance Supervisor at Crossglobe Group / Logitec USAEquipment and Facilities Maintenance Supervisor at Crossglobe Group / Logitec USA