OBJECTIVE:

EXPERIENCE:

5/2014 - Present

Industry: Banking

Small Business Customer Service Representative

*Answer inbound phones calls.*Troubleshoot customers online banking issues.*Email clients and other business bankers to complete request.*Troubleshooting mobile apps*Maintained all monthly metrics.*Maintained an understanding of current policies and new policies being implemented.*Perform money transfers and balance inquires. *Created and routed tickets to the appropriate offline groups when necessary.

8/2012 - 4/2014

Industry: Computer/IT Services

Technical Support

*Took inbound calls. Some outbound calling was required.*Promoted new products and existing products to new and existing customer to enhance their service. *Provided Billing overview. I.E, Due Dates, Balance and Charges. *Took payments over the phone.*Created payment delays/Arrangements.*Troubleshoot customers equipment, cell phones, hot spot devices and other accessories. *Took escalation calls from other departments or representatives to resolve unsatisfied customers issues. *Created and routed tickets to the appropriate offline groups when necessary. *Maintained all monthly metrics.*Maintained an understanding of current policies and new policies being implemented. *Familiar with Microsoft applications such as word and outlook. *Navigated from and through multiple screens at a time.

3/2011 - 8/2012

Industry: Computer/IT Services

Technical Support Representative

*Took inbound calls, assisting customers with technical issues with their services and/or equipment. *Use company programs to create tickets for appropriate offline groups when appropriate. *Processed orders to replace faulty customer equipment.*Maintained an understanding of current policies and new policies being implemented. *Maintained all metrics required. *Navigated through multiple screens and programs to resolve customer issues. *Provided billing information to the customer when requested. *Set up appointments for in-home tech resolution. *Troubleshoot web browsers, operating systems and Microsoft products.

10/2009 - 2/2011

Industry: Security and Surveillance

Security Guard

*Controlled and monitored all activity at the facility. *Patrolled the perimeter to observe suspicious activity. *Reported suspicious activity at the facility. *Checked manifest to ensure accuracy with deliveries and/or shipments. *Maintained hourly communication via radio with managers and dispatch.

10/2007 - 10/2008

Industry: Security and Surveillance

Security Guard

*Controlled and monitored all activity at the facility. *Reported suspicious activity at the facility. *Checked manifest to ensure accuracy with deliveries and/or shipments. *Maintained hourly communication via radio with managers and dispatch.

2/2007 - 9/2007

Industry: Business Services - Other

Account Service Rep

*Took inbound calls and made occasional outbound calls. *Provided balance information*Offered additional services to enhance customer satisfaction.*Took payments and created payment arrangments. *Escalated out-of-scoop issues to correct department.*Enrolled/Activated new and/or existing customers cards. *Understanding of credit and credit cards and provide that information to customers. *Navigated multiple screens to assist customer. *Maintained an understanding of current and new policies.*Maintained monthly metrics. *Participated in a quality group to provide ideas for the company.

EDUCATION:

9/1998 - 6/2002

High School or equivalent

Some College Coursework Completed

SKILLS:

Skill Name

Skill Level

LANGUAGES:

Languages

Proficiency Level

REFERENCES:

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