Carmel L. Norris
Address: 652 Smallwood Rd.
City: Dayton
State: OH
Zip: 45417
Country: United States
objective
Professional alignment with a company that will benefit from my customer service and sales skills, while allowing room for growth.
Work Experience
Customer Service Rep (06/01/2004 – 05/21/2010)
Excel in effective application of skill. Improve the effectiveness of communications and interactions with customers. Adhered closely to organizational policies and procedures. Assisted customers in making account decisions with confidence. Used proven methods and techniques to achieve score card results. Kept management informed on questions of policy.
Last Employer: AT&T
Contact Person: Nichole Alridge/(937)227.4295
Responsibilities: Answered customer & client requests or inquiries concerning services, products, billing, equipment, claims, and reported problem areas. Worked in multiple queues/skill sets over various customer contact channels. Responsible for improving customer retention through programs and service provided to the customer. Utilized mechanized systems to initiate and complete service orders and handle customer requests. Continually maintained working knowledge of all company products, services and promotions. Made recommendations according to customer needs on features, accessories, upgrades and rate plans. Utilized operational systems to process purchases of AT&T products and services. Floor supervision on an as needed basis. Assisted and trained new representatives on company practices and procedures. Lead representative and handled and resolved escalated call issues. Assisted service reps with navigating thru company channels to resolve customer issues.
Accomplishments: Excel in solving people problems, exert a positive influence on the organizational climate, turn risk situations into opportunity, performance regularly exceeds job requirements, Microsoft Word, Word Perfect, Microsoft Works, Microsoft Write, Word pad, can operate a variety of copy machines, fax machines, printers, scanners, photo copiers, and phone systems.I also have a strong attention to detail.
Education
Establishment: Sinclair Community College
Degree: 92 Credit Hours Accomplished
Education Period: 04/04/1991 - 05/16/2003
Speciality: Business/Pre-Nursing
Average Grade: 2.675/GPA
Skills
Possess many talents and abilities in the customer service field, ambitious, clear thinking, cohesive, effectively motivate subordinates to exert the effort necessary to obtain organizational goals, make positive use of stress to improve performance, promote relationships of trust and respect, extremely resourceful and ethusiastic, achieve results with accuracy and precision.
Additional Information
WPAFB - USAFR Honorable Discharge Grade - AMN 1987
Conferences or Courses: courses completed include but not limited to: Intro to computer concepts, Intro to business, economics, effective speaking, principles of management, principles of accounting, pc applications in business, personal computer applications in accounting and business law I.