Brianna K. Foster
Call Center Representative, Inbound Customer Service for Internet and Mobile
Phoenix, AZ · (602) 555 0146 · name@example.com · linkedin.com/in/briannakfoster
Key Qualifications
EXPERIENCE
Three years of inbound customer service, eighteen months on the escalation queue
INDUSTRIES
Telecommunications, internet and mobile service, subscription billing
SPECIALTIES
Billing disputes, plan changes, retention offers, first level troubleshooting, escalations
SYSTEMS
Genesys Cloud, Salesforce Service Cloud, Amdocs billing, Microsoft Teams, knowledge base search
CREDENTIALS
Customer service and de escalation training, payment card handling training
EDUCATION
High school diploma, Camelback Mountain High School
Executive Summary
Inbound customer service representative with three years at a 600 seat contact center for a regional internet and mobile carrier, handling billing, plan changes, outage questions and first level troubleshooting. Takes about 70 calls a day, holds a quality score in the top tenth of the floor and was moved onto the escalation queue after eighteen months. Known for calls that do not come back.
Signature Achievements
- Handles about 70 calls a day with an average handle time of six minutes 40 seconds against a floor target of seven minutes 30 seconds.
- Holds a first call resolution rate of 84 percent, measured by no repeat call in seven days, against a center average of 71 percent.
- Scored 96 percent average on monitored quality evaluations for the last 18 months and never below 90 in a month.
- Saved about 45 percent of customers on the disconnect escalation queue against a team average of 36 percent.
- Customer satisfaction survey score of 4.8 of 5 on about 900 surveys a year.
- Attendance of 99 percent over three years with no unplanned absence in 2025.
Professional Experience
Customer Service Representative, Escalations
Sonoran Connect Communications, Phoenix, AZ March 2025 to present
600 seat inbound contact center for a regional internet and mobile carrier; escalation queue handling about 70 calls a day
- Take escalated billing, service and disconnect calls transferred from the general queue and resolve them on the same call.
- Adjust charges, apply credits inside the authority limit and document every adjustment in Amdocs billing.
- Present retention offers to customers asking to disconnect and record the outcome in Salesforce.
- Troubleshoot modem, router and mobile device issues from the script before creating a technician visit.
- Log every contact with a case note that lets the next representative see what was promised.
Customer Service Representative
Sonoran Connect Communications, Phoenix, AZ September 2023 to March 2025
General inbound queue handling about 80 calls a day on billing, plan changes and outages
- Answered about 80 inbound calls a day on billing questions, plan changes, payments and outage reports.
- Processed payments and payment arrangements under payment card handling rules.
- Reached the top tenth of the floor on quality scores within the first six months.
Certifications and Training
Customer service and de escalation training, Sonoran Connect Communications, completed 2023, refreshed 2025
Payment card industry data security awareness training, renewed each year
Telephone Consumer Protection Act compliance training, completed 2024
Education
High school diploma, Camelback Mountain High School, Phoenix, 2023
Core Skills
Escalated call handling · Billing adjustments · Retention offers · First level troubleshooting · Genesys Cloud queues · Salesforce case notes · Payment processing · Average handle time control · Quality score consistency · Call de escalation