Customer Service Representative

RONIE E. FERDINAND

** **** **** ****** *******, GA 30032 Phone: 404-***-**** e-mail: ****************@*****.*** Seeking position in…

CUSTOMER SERVICE REPRESENTATIVE II

Document Record Assistant / Customer Service Representative II / Administrative Clerk II Resident Service Assistant/Outreach Recruiter / Account Processor

“Proactive Leader and Problem Solver”

Over twenty years of experience in Customer Services and Administrative positions. Expertise in building, revitalizing and optimizing a company’s organizational infrastructure, products, processes, measurement systems and marketing strategies to optimize results.

SUMMARY

Highly enthusiastic professional Customer Service Representative with extensive experience who is dedicated motivated to maintain customer satisfaction and contribute to company success. CORE QUALIFICATIONS

High customer service standards

Employee relations specialist

Service solutions expert

Call center management experience

Conflict resolution proficiency

Customer service management expertise

Strong problem solving ability

Telecommunications knowledge

Proficient with Microsoft Office Suite

Proficient in customer account software

Employee training and development

Business writing

Dedicated team player

Excellent communication skills

Computer-savvy

Pleasant demeanor

Advanced clerical knowledge

Multi-line phone proficiency

Administrative support specialist

Filing and data archiving

KEY WORK EXPERIENCE

Fulton County Voters Registration Office

Document Record Assistant

Assisted voters by insuring that they provide proper identification in order to vote;

• Research and process voter's identification for voting purposes.

• Research information in system by using name, birth date, registration number, address, and voter district in order to vote.

• Worked in the warehouse to provide assistance in sorting voters registration cards by county and out of county.

Atlanta Housing Authority

Customer Service Representative II

Answered phone calls and direct calls to the appropriate person in different departments;

• Retrieved calls from external and internal clients regarding general information, complaints and issues.

• Received and handled up to 300 calls a day.

• Entered, tracked and monitored all complaints/issues in database system. Entered about 30 calls a day.

• Provided updates in database system for closing purposes.

• Prepared reports for manager to track the number of complaints.

• Distributed reports to Director.

• Handled statistics types of complaints and resolution.

• Performed other clerical duties as assigned.

RONIE E. FERDINAND

98 Pine Tree Circle Decatur, GA 30032 Phone: 404-***-**** e-mail: ****************@*****.*** Administrative Clerk II

• Ensured that all contracts, leases, lease addenda were completed (4 contracts per day)

• Answered telephones in a timely and pleasant manner and directed calls to proper staff or took messages.

• Handled approximately 400 calls daily.

• Maintained approximately 200 client files in alphabetical order.

• Maintained professional presence at front desk.

• Greeted visitors or applicants and assisted clients with informal inquiries and questions.

• Signed clients in for appointments with client services representatives. Resident Service Assistant/Outreach Recruiter

• Served and assisted residents in meeting their needs.

• Filed reports and answered telephones.

• Recruited over 100 participants into work program.

• Directly responsible for coordinating and tracking former Atlanta Housing Authority (AHA) Techwood/Clark Howell residents under HOPE VI program and other AHA residents into work program.

• Created database to track the number of participants recruited for programs.

• Generated monthly reports to be reviewed by manager. Bank of America, College Park, GA

Account Processor (1997-1998)

• Sorted and processed 300 checks daily.

• Prepared deposit and verified checks for accuracy.

• Placed defective and non-defective checks in the correct batched. SKILLS

Administrative

Business Writing

Clerical

Customer Services

Client

Filing

Sorting

Telephones

Team Player

Statistics

Employee Relations

Clients

Strong Organizational Skills

Researching

Customer Service Training

Professional and friendly

Careful and active listener

Multi-tasking

Data Entry

Microsoft Excel

Microsoft Office Suite

Microsoft Outlook

Microsoft PowerPoint

Microsoft Word

CERTIFICATIONS

Certificate of Achievement in Customer

Certificate in Grammar Essential Business Writing

Certificate in Employee Relations

Customer Service Training

CAREER HISTORY

Document Records Assistant Fulton County (Atlanta, GA) 2014-2015 Customer Service Representative II Atlanta Housing Authority (Atlanta, GA) 2004-2013 Administrative Clerk II Atlanta Housing Authority (Atlanta, GA) 2000-2004 Account Processor Bank of America (College Park, GA) 1997-1998 Resident Service Assistant/Outreach Recruiter Atlanta Housing Authority (Atlanta, GA) 1995-2000 EDUCATION

DeVry University

Decatur, GA

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