Adminstrative/Customer Service

 

TERRICINA B. PRECIA

1000 Watermark Place # 1259 â–ª Columbia, SC 29210 â–ª 803-665-0713 â–ª terricinap@yahoo.com

 

Career Summary

Self-motivated; Customer Service Representative, with in-depth experience in a high-volume call center environment demonstrating effective and productive customer service expertise. Perform well in a team or in an independent setting ensuring timely issue resolution and high customer satisfaction. Core strengths include:

• Multi-line Telephone Skills                          • Data Entry                                             • Windows 2003

• Microsoft Word & Excel                                 • Typing Speed & Accuracy                  • 10 Keys

 

PROFESSIONAL EXPERIENCE

 

Computer Science Corporation, Columbia, SC 2012 to2013

Customer Support Assistant

Solved advanced issues relating to flood insurance policies.

  • Answers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.
  • Records call on account history, records with results of the inquiry; initiates required confirmation without direct     supervision. Researches customer inquiries and responds to appropriate parties in a timely manner.
  • Processes customer requests by sending; faxes, returning telephone messages, sending mail documents, or using other related communication.
  • Processes calls in a manner that ensures service level agreements (SLA’s) are met or exceeded.  Records calls, process request and updates account history with results of inquiry to include proper documentation.
  • Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.
  • Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions

 

OfficeTeam, Columbia, SC 2011 to 2012

Customer Service Representative

Solved advanced issues relating to flood insurance policies.

  • Answers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.
  • Records call on account history, records with results of the inquiry; initiates required confirmation without direct     supervision. Researches customer inquiries and responds to appropriate parties in a timely manner.
  • Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.
  • Processes calls in a manner that ensures service level agreements (SLA’s) are met or exceeded.  Records calls, process request and updates account history with results of inquiry to include proper documentation.
  • Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.
  • Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

 

NCR Corporation, Columbia, SC 2008 to 2010

Customer Care Agent II

Served as customer’s helpdesk single point-of-contact for call receipt / answering.

  • Conducted dispatch and call routing to proper resources for domestic and international resolution.
  • Captured call closure information from service vendor and delivered standard reporting.
  • Supplied proactive call management by ensuring ETA confirmation had been received, escalated issues to service provider delivering timely service response levels, provided call status updates, and reported closure back to the help desk.

 

H. T. Hackney Company, Columbia, SC 2005 to 2008

Selector / Production Clerk

Performed customer service oriented duties, completed daily paperwork, and answered multi-line phones transferring calls and paging or escalating calls to supervisors as needed.

• Filled convenience and grocery store orders timely and accurately.

• Calculated selector production rates to ensure productivity requirements were achieved.

 

Babcock Center Incorporation, Columbia, SC 2001 to 2003

Mental Retardation Specialist I

Supported: 20 special needs residents. Completed all household duties performing personalized assistance ensuring each one’s daily needs were met.

• Distributed medicine, drove residents to work, doctor appointments, or activities, cooked meals, and assisted with personal hygiene.

 

APAC, Columbia, SC 1997 to 2001

Customer Service Representative / Trainer

Keyed accurate; customer information for printed (personal and business) checks. Managed irate callers, monitored calls, and assisted with supervisory duties in manager’s absence.

• Promoted to deliver new employee training — introduced new hires to the company, educated the team on the types of checks and shipping methods, and how to escalate calls.

 

                                                                                                              EDUCATION

Business Administration (Targeted Graduation November, 2011)

Ashford University, Clinton, Iowa

        Attended Midlands Technical College, Columbia, SC (1987 to 1989)

  • ID#: 70068
  • Location: Columbia, SC , 29210

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