Darius N. Whitford
Customer Service Representative, Residential broadband
Tulsa, OK · (918) 555 0119 · name@example.com · linkedin.com/in/dariusnwhitford
Key Qualifications
EXPERIENCE
Two years in telecommunications customer service
INDUSTRIES
Residential broadband, home telephone, streaming video support
SPECIALTIES
Billing questions, service troubleshooting, appointment scheduling
SYSTEMS
Salesforce, Zendesk, ServiceNow
EDUCATION
Associate degree in business, Tulsa Community College
Executive Summary
Customer service representative taking around sixty broadband and voice calls a day for a provider serving eastern Oklahoma. Two years in the role and consistently among the top three agents on first contact resolution. Enjoys the technical questions that other agents transfer away.
Signature Achievements
- Held first contact resolution at 84 percent against a team average of 71.
- Kept a customer satisfaction score of 4.8 out of five across more than 1,200 surveyed calls.
- Resolved 340 billing disputes without escalating a single one to a supervisor.
- Trained four new representatives on the billing system during their first week on the floor.
Professional Experience
Customer Service Representative
Green Country Broadband, Tulsa, OK 2024 to present
Inbound care team of 60 agents supporting 130,000 residential broadband and voice customers
- Answers billing, service and account calls and resolves most of them without a transfer.
- Walks customers through router and equipment troubleshooting before booking a technician visit.
- Schedules installation and repair appointments and confirms them by text message.
Retail Sales Associate
Osage Hills Electronics, Broken Arrow, OK 2022 to 2024
Consumer electronics store selling home internet equipment and mobile accessories
- Advised customers on equipment choices and set up devices at the counter.
- Handled returns and warranty claims and kept the department stock records accurate.
- Met the monthly sales target in most months.
Education
Associate degree in business, Tulsa Community College, 2024
Core Skills
Billing support · Service troubleshooting · Appointment scheduling · Salesforce · Zendesk · Active listening · Account maintenance · Call documentation