Call Center Representative Resume

SUMMARY:

Experience working in a Call Center Environment, Inbound and Outbound Experience, Customer Service Experience, Strong Communication Skills, Intermediate in Microsoft Office Suite: Excel, Word, PowerPoint, Spreadsheet and Outlook, Strong Interpersonal Skills, Organizational Skills, Multi - Tasking Skills, Problem Solving Skills, Hardworking, Professional, Reliable, and Detail Oriented.
Strong understanding of TCP/IP concepts IPv4, IPv6
DHCP, DNS, WIFI, VPN, Active Directory Users and accounts.
Windows XP, Windows server 2008, Windows server 2012, Windows 7, Windows 10 troubleshooting
Windows administrative tools; Disk defragmenter and optimize drives, Computer management console: services and applications, Performance Monitor, Event viewer, Disk Cleanup, Registry Editor.
Disk cleanup, recovery drive, Windows Defender Firewall. Allow or deny programs access to the firewall.
Imaging files ISO
VirtualBox, VMware virtualization technologies.
Experience with Help desk software Service Now
Retrieve deleted files, backup data, restore windows.
Compressed file extraction and conversion software types; PDF, Doc, Jpeg, GIF, MP3, MP4, MPEG MKV
Installation and removal of the third-party software's
Virus removal and tracking data sweep
Remote Desktop such as Teamviewer
Web browser advanced knowledge; change permissions, allow or deny cookies.
Command Prompt/ PowerShell network troubleshooting, DNS resolver cache, reset IP address
Application troubleshoot properties and error logs.
Microsoft Outlook Software mail rules; Flags, auto response, Merge inboxes POP, Exchange accounts.
Printer/scanner troubleshooting
Windows clean installation, System, Reset windows 10, windows deployment upgrades XP, WINDOWS 7, 8.1, and Windows 10.

WORK EXPERIENCE:

Call Center Representative

Confidential

Responsibilities:

Responds to incoming calls, emails, and complaints.
Maintains personal productivity and quality standards that make positive work environment, and ensure the highest customer satisfaction.
Researches complex inquiries for quality control concerns and solves problems on an individual case by case need.
Email support for follow customer issues, issuing gift codes and coupons, handling customer complaints
Answer questions cornering app updates and product releases
Phone support for app troubleshooting
Identifies problems and trends and suggests resolutions to upper management, along with bringing new and creative ideas to increase work efficiency, and reduce company costs.
Addresses any quality concerns with a shift leader, or upper management.
Identifies, researches, and resolves customer issues, and assist other agents with any issue they require assistance.
Mobile device management, Software diagnose, firmware updates.
Follows-up on customer issues not immediately resolved or handled appropriately.
Multi task software utilizing windows environment; Tracking software for orders, Spreadsheet,
Work on the Fraud compliance with the cancellations team. Cancel forgotten orders, pending orders, contact customer confirming the order cancellation.
Google Sheets enter customer information needed for refunds or referrals
Contact drivers regarding orders.
Reason for Leaving: Seeking a career opportunity with more stability and normal hours.

Client Services Representative

Confidential

Responsibilities:

Greeted clients in a professional manner.
Organize break room
File and organize documents alphabetical order.
Compile client files verifying all data is correct also up to date for Refunds.
Matched clients with the best-suited tax professional for their needs.
Scheduled clients how they would like to be scheduled.
Multi-line phone systems.
Utilize scheduling software, leaving progress notes on customer follow ups
Handled client exits by ensuring all current and future needs were met.
Maintained office cleanliness and the organization of resources with team members.
Follow up phone calls regarding appointments with Tax Professionals.

Front Desk Operations

Confidential

Responsibilities:

Answered inbound calls and made outbound calls to update client data.
Greeted and checked in all club members.
Creating a positive environment for members.
Generated leads the list.
Close and lockdown procedures at the end of shift
Register new members
Silver sneakers Program
Assisted customers with questions and concerns regarding items in the store.
Handled receiving unloading items and placed them out for display on racks, shelves, and hooks.
Light cleaning of spills and other in store messes.
Enhanced customer satisfaction by giving insight on item selections.
Sorted and organized items by type and brand, also by color.
Rung up customer transactions
Assisted with layaways and returns.
Hand scanner equipment/ Label maker tool

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