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Florlyn R.

Beasley
2738 E. Chase Street
Baltimore, Maryland 21213
410.241.8857
frbeasley2@gmail.com

Customer Service Rep Call Center Associate Secretary


15+ years experience as a Customer Service Rep Works well in high pressure environments
15+ years experience as an Account Reconciliation Rep Excellent communication,
interpersonal and organizational skills Consistently able to meet strict deadlines Trained in
Conflict resolution Assertive, self-motivated, goal-oriented, organized and efficient
Committed to assisting others.

EXPERIENCE:
Customer Service Rep

Conferred with customers by telephone or in person to provide information about


products or services, took or entered orders, cancelled accounts, or obtained details of
complaints.

Kept records of customer interactions or transactions, recording details of inquiries,


complaints, or comments, as well as actions taken.

Checked to ensure that appropriate changes were made to resolve customers' problems.

Determined charges for services requested, collected deposits or payments, or arranged


for billing.

Referred unresolved customer grievances to designated departments for further


investigation.

Contacted customers to respond to inquiries or to notify them of claim investigation


results or any planned adjustments.

Resolved customers' service or billing complaints by performing activities such as


exchanging merchandise, refunding money, or adjusting bills.

Compared disputed merchandise with original requisitions and information from invoices
and prepare invoices for returned goods.

Account Reconciliation Rep

Arranged for debt repayment or established repayment schedule, based on customers'


financial situations.

Located and notified customers of delinquent accounts by mail, telephone, or personal


visits to
solicit payment.

Advised customers of necessary actions and strategies for debt repayment.

Persuaded customers to pay amounts due on credit accounts, damage claims, or


nonpayable checks, or to return merchandise.

Conferred with customers by telephone to determine reasons for overdue payments and to
review the terms of sales, service, or credit contracts.

Located and monitored overdue accounts, using computers and a variety of automated
systems.

Answered customer questions regarding problems with their accounts.

Recorded information about financial status of customers and status of collection efforts.

Traced delinquent customers to new addresses by inquiring at post offices, telephone


companies, credit bureaus, or through the questioning of neighbors.

Sorted and filed correspondence, and performed miscellaneous clerical duties such as
answering correspondence and writing reports.

Education
Currently a student of CCBC majoring in Auto CADD time of completion Fall 2016

RELEVANT EXPERIENCE:
Customer Service/Account Reconciliation Rep Verizon Communications Baltimore, MD
1989 to 2010
Secretary Black Pilots of America College Park, MD 2009 to 2012

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