customer service/ call center/ data entry
10259 Hatch Rd
Jacksonville, Fl 32225
Customer Service professional with
over 10 years’ experience, providing professional customer service.
Professional Experience using phone skills and etiquette in a call center
environment. Consistently produces high quality results with established time
constraints, excellent interpersonal, excellent written and oral communication
skills and extremely detail oriented. Available to begin working immediately.
Collections, Customer Service,
Call Center Phones, Switchboard, Account Management, MS Word, MS Excel, MS
Outlook, MS Access, Reception, Clerical and Administrative.
U.S. Bank (Formerly FSV Payment Systems September 2009 – March 2013
Assisted customers via telephone to provide information about accounts and services.Accurately and concisely
documented customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Resolved customers' service issuesby performing activities such as registering and activating cards, linking
accounts, transferring funds, etc. Checked to ensure that appropriate changes were made to resolve customers' problems.Contacted customers to respond to inquiries regarding accounts.Helped solve customer issues by properly escalating to designated departments for further investigation.De-escalate cardholders and issues through solid troubleshooting, problem solving, customer service skills and
follow-up. Followed proper escalation processes. Followed established call center processes utilizing knowledge base tool. Obtained and examined all relevant information to resolve customer service questions and to determine possible causes. Educated cardholders on usage; promoted new or additional products and services.
Aerotek/Comcast January 2009 – July 2009
Customer Service Representative
Conferred with customer by telephone or in person in order to provide information about product and services to take order or cancel accounts, or to obtain details of complaints. Kept records of customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken. Resolved customers’ service or billing complaints by performing activities such as exchanging merchandise,processing refunds and adjusting bills. Checked to ensure that appropriate changes were made to resolve customers’ problems. Contacted customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Referred unresolved customer
grievances to designated departments for further investigation. Determined charges for services requested, collected deposits or payments, or arranged for billing. Completed contract forms, prepared change of address records, and issued service discontinuance orders. Solicited
sales of new or additional services or products.
LaQuinta Inns & Suites
Front Desk Customer Service November 2006 – August 2008
Greeted, registered, and assigned rooms to guests of hotels or motels. Verified customers’ credit, and establish how the customer will pay for the accommodation. Kept records of room availability and guests’ accounts, manually or using computer system. Computed bills, collected payments
and made change guests. Performed simple bookkeeping activities such as balancing cash accounts. Recorded guest comments or complaints.
Receptionist/Customer January 2003 – October 2006
Operated telephone switchboard to answer, screen and forward calls, provided information and took messages. Received payments and recorded receipts for services. Performed administrative support tasks such as proofreading, transcribing handwritten information, and using
technology to manage pay records, invoices, balance sheets and other documents. Greeted visitors entering the business, determined the nature and purpose of visit, directed or escorted visitor to specific destinations.
AT&T Universal Card January 1990 – January 1998
Credit and Collections
Received payments and posted amounts paid to customer accounts. Located and monitored overdue accounts, using technology and a variety of automated systems. Recorded information about financial status of customers and status of collection efforts. Located and notified customers of
delinquent accounts by mail, telephone, or personal visits to solicit payment. Conferred with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts. Advised and assisted customers in establishing a plan to pay amounts due on credit accounts.
Sandalwood High School High School Diploma
ITT Technical Institute Computer Courses, Customer Services, and Office Courses completed. Top Scholar, 2003
Jolyn Boyrie Supervisor at last job Phone: 904-613-4845