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Work experience

Jan 2015Jul 2015

Repair Representative

  • Diffuse and resolve various volatile customer situations while maintaining the balance between the interests of the company and customer satisfaction
  • Make service changes, recommend service options, and schedule installations for phone, television cable, and internet lines
  • Provide detailed and accurate accounts of customer calls for prevention of future audit issues
  • Resolve an average of 250 inquiries in any given week, dealing with all types of inquiries including technical issues, billing issues, installation schedules, product information queries, and numerous other matters
  • Meet performance targets in all areas such as speed, accuracy, volume, customer satisfaction, and issue resolution
  • Upsell company products and services to customers and meet target sale conversions
  • Route Xfinity Home queries to designated department for proper resolution of service and equipment issues
Feb 2013Oct 2014

Retention Agent (Loyalty)

Dish Network
  • Retained consumer memberships through utilization of sales tools and techniques.
  • Logged all calls into membership computer system.
  • Addressed consumer needs and outlined how continued membership will fulfill those needs.
  • Adhered to previously approved script during calls.
  • Provided superb customer service courteously and efficiently.
  • Responded immediately and accurately to all billing dispute inquiries.
  • Processed new service, saved account and rescheduling orders.
  • Explained new services and products to existing customers.
  • Tabulated and reported on retention effort outcomes.
Jan 2011Feb 2013


Chachi Auto Body
  • Answered, screened and directed inbound phone calls.
  • Received and assisted clients and escorted them to correct destinations; offices, rooms or meeting rooms.
  • Performed general secretarial duties, including – meeting scheduling, appointment set up, faxing and mailing.
  • Took verbal and written messages and transmitted them to exact person/destination.
  • Received and sorted email and electronic deliveries.
  • Maintained meeting diary – manually or electronically, as required.
  • Accepted letters and packages delivered to the front desk and distributed to appropriate staff.
  • Handled general requests for information and data.
  • Interacted well with the public.
  • Handled delicate situations, such as – customer requests, special needs and complaints.
  • Performed basic customer service functions.
  • Coordinated maintenance of the front desk reception area equipment, furniture, lighting, applications and brochures.
  • Maintained a neat, tidy and pleasant appearance of the reception area.


Mar 2012Mar 2012


Aims Community College