Jacob Wiessmann
30 Charlton Road
Baltimore,, MD
999-999-9999
jacobwiessmann@aaa.com

Objective:	Interested in a position as a Senior Out Bound Customer Service Representative with a leading Call Center.

Experience:	New Land Customer Services Pvt Ltd	Baltimore, MD
	Out Bound Customer Service Representative	2004 to 2009
Ÿ	Called customers listed in the company database and provided them information on the latest range of products .
Ÿ	Provided product information and scheduled visits from the field sales team to visit customers.
Ÿ	Checked to ensure that appropriate changes were made to resolve customers' problems.
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	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.

	Tate Telecom Services Pvt Ltd	Baltimore, MD
	Senior Out Bound Customer Service Representative	2009 to present
Ÿ	Called up customers to complete contract forms, prepare change of address records, and issue service discontinuance orders.
Ÿ	Conferred with customers by telephone n in order to provide information about products and services, to take orders and cancel accounts, and to obtain details of complaints.
Ÿ	Reviewed insurance policy terms in order to determine whether a particular loss was covered by insurance.
Ÿ	Resolved customers' service and billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Ÿ	Called up customers to conduct 30/60/90 day after sales customer satisfaction surveys.
Ÿ	Obtained and examined all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
Ÿ	Assisted the supervisor in carrying out training needs analysis of employees.
Ÿ	Handled escalated callers and irate callers.
Ÿ	Mentored new hire representatives on call handling techniques and sales techniques
 
Education:	State University of Maryland	Baltimore, MD
	Bachelors of Arts	Pursuing

	Baltimore Public High School	Baltimore,MD
	High School Diploma	2004

References:	Available upon request