Reginald H. Osborne
Customer Service Representative, Residential utilities
Tampa, FL · (813) 555 0117 · name@example.com · linkedin.com/in/reginaldhosborne
Key Qualifications
EXPERIENCE
Three years of inbound contact center service
INDUSTRIES
Residential utilities, home goods retail
SPECIALTIES
Billing disputes, payment arrangements, service scheduling
SYSTEMS
Salesforce Service Cloud, Genesys Cloud, Zendesk
CREDENTIALS
Help Desk Institute Customer Service Representative certification
EDUCATION
Associate degree in business administration, Hillsborough Community College
Executive Summary
Customer service representative with three years on high volume inbound queues for a residential utility and a regional retailer. Comfortable settling billing disputes, service scheduling and account changes without transferring the caller. Holds first contact resolution near ninety percent and keeps quality scores high through weekly coaching and calibration.
Signature Achievements
- Held first contact resolution at eighty eight percent on a queue averaging sixty five calls a day.
- Kept average handle time at five minutes while quality scores stayed above ninety four percent.
- Posted the highest customer satisfaction score on a team of twenty two for four straight quarters.
- Saved one hundred forty accounts headed for disconnection by setting up workable payment arrangements.
Professional Experience
Customer Service Representative
Bayline Utility Partners, Tampa, FL 2023 to present
Inbound billing and outage queue for a utility serving four hundred thousand households.
- Takes sixty to seventy calls a day in Genesys Cloud and logs each contact in Salesforce Service Cloud.
- Settles meter reading questions, late fee disputes and payment arrangements inside the first call.
- Follows the escalation path to field dispatch when an outage touches more than ten homes.
Customer Service Associate
Sunward Home Goods, Brandon, FL 2021 to 2023
Order support desk for a regional home goods chain of thirty one stores.
- Handled order tracking, returns and warranty claims by phone and email in Zendesk.
- Ran three live chat conversations at once through peak holiday weeks.
Licensure and Certification
Help Desk Institute Customer Service Representative certification, 2023
Education
Associate degree in business administration, Hillsborough Community College, 2021
Core Skills
Inbound call handling · Billing disputes · Payment arrangements · Salesforce Service Cloud · Genesys Cloud · Zendesk · Live chat support · De escalation · Schedule adherence · Quality calibration