Customer Service Representative

Yualanda P. Fletcher
6994 Robert F. Kennedy Circle
Jacksonville, Fl. 32209
Cell (904) 365-1575


Customer Service Representative with excellent work performance, independently or as a team player, is seeking a position that will allow utilization of more than 15 years Customer Service experience for the benefit and growth of your company.

Work Experience
06/2013-08/2013        JEA/I-Tech Personnel Services         Jacksonville, Florida
Customer Service Representative
Processed inbound calls from customers regarding utility services consisting of water, electric, sewer and irrigation.
Processed start and stop of services, utilizing company process and procedures.
Processed requests for transfer of services and service additions.
Assisted customers with information for payment methods, types accepted and locations.

07/2010-11/2012        Blue Cross and Blue Shield             Jacksonville, Florida
Service Advocate IV
Service members with all inquiries regarding plan changes, name and address changes or updates via telephone within an inbound callcenter.
Handle member deletions and cancellations, verbally and written requests.
Process credit card and electronic payments via telephone.
Order benefit packages and new member id cards.
Also process financials, prenotes and exceptions.
11/2006-02/2010                         Graham & Son Liquidators        Jacksonville, Florida
Office Clerk/Customer Service Representative/Sales
Processed returns and exchanges.
Answered any and all client inquiries about prices, delivery dates and orders, via telephone and email.
Handled all inventory orders, stock, and product purchases.
Opened, closed and maintained store operations with little or no supervision.

01/2004-09/2006                                PCS Division                         Jacksonville, Florida
Customer Service Representative
Processed refunds and returns for 3 different states consisting of over 50 stores. Processing consist of cash via mail and credit card refund deposits.
Answered all inbound telephone inquiries, regarding warranties, security deposits, cell phone exchanges, pricing and kiosk's business hours/location.
Input and tracked daily refunds and returns information on multiple spreadsheets in Excel.
Delivered accurate, prompt assignments with little or no supervision.

06/1999-12/2003                              Sprint PCS                             Jacksonville, Florida
Customer Service Representative/Sales
Answered inbound telephone calls inquiring about new and existing services and plans.
Made changes to plans and services to fit customers needs.
Received Quality awards for excellent Customer Service via telephone.
Also sold residential long-distance telephone service.

1984-1986                                 Paxon Sr. High                                 Jacksonville, Florida

  • ID#: 77290
  • Location: Jacksonville, FL , 32209

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