Printing tool Download PDF

Work experience

Feb 2014Present

Technical Customer Service Rep.

  • Provided exemplary customer care in a courteous, friendly, and professional manner using agreed upon procedures.
  • Efficiently handling of high volume, inbound customer calls.
  • Listen attentively to customer needs and concerns and demonstrate empathy.
  • Clarified customer concerns and  requirements by probing for and confirming an understanding of the concerns and requirements.
  • Confirm customer understanding of the solution and provide additional customer education as needed.
  • Prepare complete and accurate work and update customer file.
  • Demonstrated efficient, effective internal communication skills to ensure high quality and timely expedition of customer requests and or escalations.
  • Effectively transfer misdirected customer requests to an appropriate party.
  • Participate in activities designed to improve customer satisfaction and business performance.
  • Use of appropriate support tools and scripting to meet customer requirement by providing one call resolutions.
  • Maintain broad knowledge of client products and services.
Oct 2011Jan 2012

Office Assistant

Graham Tool and Machine, LLC
  • Performed routine office functions such as answering calls, making copies, faxing documents.
  • Inspected customer blue prints to identify parts, materials and finishing specifications. Obtained vendor costs and calculated labor charges.
  • Compiled final price quotation and logged for tracking purposes.
Apr 2008Nov 2009

Office Manager

American Industrial Rubber Products, Inc.
  • Provided all customer service functions for company, including but not limited to answering initial inquiries, product information, pricing, order processing and complaint resolution.
  • Administered accounts payable/receivable, credit and collections, general ledger postings, exempt/non-exempt payroll and applicable quarterly/year end reporting. Processed monthly Sales & Use Tax report and ensured timely submission of payments due
  • Analyzed and organized office operations and procedures such as information management, filing systems, requisition of supplies and other clerical services.
Apr 1998Mar 2006

Analyst I / Service Representative

AT&T, Inc.

  • Developed, prepared, and distributed Accounts Receivable reports on a monthly basis to the applicable Directors, Coaches, and Sales Support staff. Established, implemented, and trained Sales Support staff on new collection procedures and monitored for adherence.
  • Reviewed and approved customer credit requests greater than $2,500.00. Performed monthly analysis of data demonstrating financial impact, and identified problem areas in an effort to reduce overall adjustments. Updated, expanded, and implemented new Credit and Adjustment Guidelines. Instructed field personnel on the new guidelines, and ensured compliance.
  • Authorized finance level approvals for Business Communications Sales toll promotion payouts. Assisted Sales & Support staff with routine customer account reviews to identify and correct potential billing errors and protect company revenue.
  • Effectively and efficiently handled high volume inbound customer calls. Responded to customer inquiries, complaints and processed service order requests. Provided troubleshooting assistance to customers experiencing network service related issues and or equipment problems.
Jan 1997Apr 1998

Verification Representative

Executive Greetings, Inc.


Sep 1991Dec 1991

Western Connecticut State University
Sep 1989May 1991

Northwestern Connecticut Community Technical College


Customer Service


Outgoing, motivated professional with strong interpersonal and organizational skills. Committed to fostering positive, productive client relationships and winning customer loyalty. Experienced in general office operations and accounting procedures, in both the small business and corporate environments.


Committed to customer sales and service, with the ability to build positive, productive relationships, resolve problems and win customer loyalty. Outgoing, hardworking, and motivated professional with strong interpersonal, organizational, and communication skills. Experienced in general office operations and accounting procedures in small business and corporate environments.


Feb 2011Present

Certification Training

National Telecommuting Institute