Joe Smith

1234 Elm Avenue • Saint Joseph, Missouri 55555 • (314) 555-5555 • joesmith@gmail.com


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.

EMPLOYMENT

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.

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.

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.

EDUCATION
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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