1234 Elm Avenue Saint Joseph, Missouri 55555 (314) 555-5555 firstname.lastname@example.org
SUMMARY: 20+ years experience as an agent in call centers that require an aptitude for handling conversations with a low talk time while working accounts with accuracy. Skilled at trouble shooting all aspects of Windows and Macintosh operating systems. Adept at correcting problems with Microsoft Outlook and Apple Mail.
April 2013-Present Senior Account Representative, Bank of America
Provided a high-level of customer service while working in a call center. Solved account discrepancies, canceled fraudulent credit cards, explained unusual fees to customers, and informed customers of new products and services. Cross-trained as a Customer Service Representative and a Fraud Control Agent.
Resolved checking and savings account discrepancies by opening support tickets for customers.
Added fraudulent accounts to the proper pipeline and rapidly followed-up with clients.
Won several awards that addressed exceptional customer service achievements.
May 2005-March 2013 Technical Support Representative, ABC Computer
While employed in a call center, completed customer walk-throughs to resolve Internet connectivity issues related to Windows and Macintosh products. Determined whether connectivity was billing related and, when the account was delinquent, collected a payment to resolve the past due balance. Instructed customers on the necessary steps to create a Wireless Equivalent Key (WEP) for their router. This addresses the potential for an Internet connection.
Took control of conversations by demonstrating an extensive knowledge of products and services.
Ensured conversational accuracy by summarizing key talking points for the consumer.
Answered a wide array of questions while achieving one-call resolution.
Advised customers to use either 64 bit or 128 bit encryption strength to secure an Internet connection.
October 1997-April 2005 Collections Representative, Smith Automotive
Employed in a call center as a collector who reviewed automobile loans that were 30-60 days past due. Determined the required action that could include a payment in full or a payment plan that spanned up to three months. Used persuasive verbal skills to collect dollar amounts that were consistently above departmental standards.
Utilized two-way communication tactics by establishing a rapport with debtors.
Consistently surpassed departmental expectations that addressed call monitoring and account auditing.
Associate of Arts in Computer Science, St. Charles Community College (2017-Present)
Bachelor of Arts in Media Communications, Oakland University (1992-1996)
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