Cherene Coley

120-55 166^th Street                                                                                                  Cell: 214.518.2900

Jamaica, NY 11434                                                                                                  Email: cccoley3@gmail.com

 

OBJECTIVE

To secure a challenging position within a productive organization utilizing my interpersonal and professional skills to enhance company profits.

SKILLS

·         Self-motivated Leader

·         Customer Service

·         Sales, Retention and Technical Support

·         Active listener

·         Ability to prioritize and operate proactively in a fast paced environment

·         Ability to follow guidelines

·         Time Management

·         Analytical Skills

·         Combines patience, determination, and persistence to troubleshoot customer issues

·         Confidential, articulate, and professional speaking and writing abilities

·         Culturally sensitive, excellent common sense and decision-making abilities

·         Works efficiently under pressure while paying close attention to details

·         Experience using Microsoft Word, Excel, Office, and Power Point

PROFESSIONAL EXPERIENCE

Customer Service Representative                                                                      March 2013-Current

Time Warner Cable

Queens, New York

·         Answers incoming sales calls to meet customer needs through selling cable and other services.

·         Quality Assurance

·         Provides quality customer service over the phone

·         Meets all expected departmental goals

·         Ensures that phones are answered in a timely and professional manner and in accordance with company policies and procedures

·         Support Sales Department in handling new subscriber orders, account inquiries, and other tasks as assigned

·         Supports Customer Service Department for tasks as assigned

·         Follows up with customers on canceled installations, changes of service and field checks

·         Attends all meetings and trainings

·         Performs other duties as assigned

 

 

 

 

 

Customer Service Representative                                                                      Sept. 2011- Sept. 2012

North Texas Toll Way Authority

Plano, TX

·         Set up new accounts, taking and providing information, making account changes, and processing requests by answering the phone and/or working on the front counter

·         Provided general clerical support by assisting patrons or customers

·         Processed requests for services, researched and compiled information

·         Maintained general office records, processed mail, and assisted with other services.

·         Processed correspondence by receiving and responding to emails, faxes and other requests for information

·         Processed payments for overnight payment by verifying information for accuracy and reviewing images

·         Researched and resolved credit card disputes

 

Elite Client Services Representative                                                        Sept. 2009 - June 2011

JP Morgan Chase                                                                                                  

Lake Mary, FL

·         Engaged and serviced customers by answering customer inquiries and resolved complex problems with the highest level of customer satisfaction

·         Offered services and products that enabled our customers to reach their financial goals

·         Used job aids and tools provided to follow prompts and scripting during customer interactions with ease

·         Took the initiative to solve problems and create a positive customer experience

 

Rebate Process Specialist Representative                                                        Aug. 2006 – July 2007

Cashback America                                                                                                  

Orlando, FL

·         Processed large amount of rebates by corresponding with customers via phone, fax and mail

·         Verified rebate eligibility by client formulary and line of business

·         Created rebate billing reports and invoices

·         Processed accurate and timely pharmaceutical rebates

·         Established and maintained contract databases in the rebate billing system

·         Met department expectations for quality, utilization and accuracy

 

Customer Service Representative                                                                      Aug. 2005 – June 2006

Time Warner Cable

Queens, New York

·         Answers incoming sales calls to meet customer needs through selling cable and other services.

·         Quality Assurance

·         Provides quality customer service over the phone

·         Meets all expected departmental goals

·         Ensures that phones are answered in a timely and professional manner and in accordance with company policies and procedures

·         Support Sales Department in handling new subscriber orders, account inquiries, and other tasks as assigned

·         Supports Customer Service Department for tasks as assigned

·         Follows up with customers on canceled installations, changes of service and field checks

·         Attends all meetings and trainings

·         Performs other duties as assigned

EDUCATION

Computer Technology (Credits Acquired)                                                        (Insert time frame here)             

Queens Borough Community College

Queens, New York                                                       

REFERENCES: Available upon request

 

 

 

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