Kelly Timmins
123 Elder Street
New York
999-999-9999
kellytimmins@xyz.com

Objective:	Interested in the position of a technical customer support agent with a reputed call center.

Experience
  
GPL Call Center	New York
Technical Customer Support Representative	3/3/2009 to Present
Ÿ	Checked to ensure that appropriate changes were made to resolve customers' problems.
Ÿ	Provided effective and consistent technical support to customers who called into the call center. 
Ÿ	Researched technical solutions in regards with customer queries.
Ÿ	Obtained and examined all relevant information in order to assess validity of complaints and to determine possible causes, such as software or hard ware issues.
Ÿ	Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Ÿ	Recommended improvements in products, packaging, shipping, service, and billing methods and procedures in order to prevent future problems.
Ÿ	Contacted customers in order to respond to inquiries and to notify them of claim investigation results and any planned adjustments.
Ÿ	Resolved customers' service and billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Ÿ	Ordered tests that determined the causes of product malfunctions.
Ÿ	Compared disputed merchandise with original requisitions and information from invoices, and prepared invoices for returned goods.
Ÿ	Solicited sale of new and additional services and products.
Ÿ	Referred unresolved customer grievances to designated departments for further investigation.
Ÿ	Determined charges for services requested, collected deposits and payments, and arranged for billing.
Ÿ	Completed contract forms, prepared change of address records, and issued service discontinuance orders, using computers.
Ÿ	Conferred with customers by telephone and in person in order to provide information about products and services, to take orders and cancel accounts, and to obtain details of complaints.

Education
  
 State University of New York	New York
Bachelors in Science	2009

Certifications
  
Microsoft Certified Professional
Microsoft Certified Systems Administrator
Cisco Certified Network Associate

References:	Available upon request