Monica Powell
LLL1212@bellsouth.net

Customer Service Representative

My main objective is to work in a call center environment. I have experience in inbound and outbound calls. I would prefer a virtual agent; work-from-home or a virtual call center position.

Work

Working Solutions, (Temporary Assignment)          September,2006- May, 2008
Technical Assistant/ Work-at-Home   
 
·Answer inbound calls regarding satellite service
·Troubleshoot issues
·If not able to repair would send replacement parts or would dispatch Tier 2 Tech to customers home to solve problems.
·Had to upsell when applicable
·Had to make sure all customer information was correct and update when required.

LiveOps, Inc, (Temporary Assignment)

September 2006 - December 2006

Certified Work-at-home Agent/ Customer Service

Palo Alto, CA

• Answered inbound calls
• Placed order for customers (had to upsell, if applicable)
• Input credit card information and verified was correct
• Make sure accounts were updated

Bellsouth Telecommunications (Retired)

December 1985 - August 2005

Customer Service Representative

Atlanta, GA

• Started as a Service Representative in the Residential Sector
• Moved to a Customer Service Representative in the Business Sector.
• Maintained Customer accounts.
• Helped customers to resolve issues with accounts and made arrangements to bring accounts up to date.
• Had to be knowledgeable and updated on the Tariffs and FCC regulations regarding all customers’ accounts.
• Had to have the ability to multi-task and work at a fast pace to keep production low, accounts updated and customers satisfied.
• Moved to Directory Advertising (Yellow Page Advertising) in the Business Sector.
• Answered incoming calls regarding accounts and advertising.
• Made out-going calls regarding customers past due accounts; telephone as well as Advertising Accounts.
• Separated and transferred Directory Advertising charges when customer could not commit to paying.

National Data Corporation

October 1984 - November 1985

Data Entry Clerk

Atlanta, GA

• Input consumers credit card information into computer.
• Validated correct credit card information.
• Balanced accounts at the end of each shift.
• Promoted to Lead Clerk after 6 months of employment.

Analytical Skills

· Ability to listen to customer and render actions to help
achieve satisfaction for the customer.
· Ability to resolve problems for customers with the first call
· Ability to work in a fast paced environment.
· Ability to work efficiently and make snap decisions to benefit
both the customer and the company.

Education

Sylvan Hills High, Atlanta, GA

Diploma, June 1978

Atlanta Area Technical School, Atlanta, GA

Accounting Certificate, August 1979

· Learned to balance accounts and Ledgers.
· Ability to do taxes

Georgia State University 1982-1984, Atlanta, GA

Information Technology,

· Learned computer technology
· Learned to write programs effectively
· Had to leave after two years to seek full time employment.