Shelden Wisher
Fayetteville,NC
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Public Works Commission of The City of Fayetteville
Fayetteville
06.2012 - Current
- I work for an inbound call center with an emphasis on customer utility services
- We service electric, water, and wastewater for a wide range of customers
- I process start, stop, and transfer requests
- I resolve issues for customers with high bill complaints, give an extensive explanation of bills, and handle work orders and/or field activity requests
- I also handle inbound email or fax requests from potential commercial customers
- I answer questions about various billing concerns and set up a large quantity of apartment complex accounts and storefront accounts
- I also handle our Equal Payment Option customers.
Dispute Analyst
Discover Card Financial Services
Newark, DE
06.2005 - 08.2010
- Updated customer accounts with relevant dispute information as needed.
- Maintained accurate records of all dispute activities for audit purposes.
- Responded to customer inquiries regarding billing issues or other concerns.
- Developed strategies to resolve disputes in a timely manner.
Customer Service Representative
Comcast, Xfinity
Newark, DE
05.2002 - 06.2004
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Educated customers on special pricing opportunities and company offerings.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Education
High School Diploma -
Dover High School
06.1995
Skills
- Complaint Resolution
- Call Management
- Data Collection
- Data Entry
- Communication Skills
- Troubleshooting
- Microsoft Suite
- Account Management
- Credit Card Payment Processing
- Customer Service
- Call Center Operations
- Problem-Solving Ability
- Reading Comprehension
- Typing Proficiency
- Calm and Professional Under Pressure
- Prioritization
- High-Energy Attitude
- Researching
- Professional Telephone Demeanor
- Research
- Proofreading
Certification
Excel 1, Public Works Commission - Sept. 2022
CPR certified- Oct 2022
Accomplishments
Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
References
References available upon request.
Timeline
Customer Service Representative
Public Works Commission of The City of Fayetteville
06.2012 - Current
Dispute Analyst
Discover Card Financial Services
06.2005 - 08.2010
Customer Service Representative
Comcast, Xfinity
05.2002 - 06.2004
High School Diploma -
Dover High School
Excel 1, Public Works Commission - Sept. 2022
CPR certified- Oct 2022
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