JAMES RUSSELL7022456193

russjam80@aol.com

SUMMARY OF SKILLSCustomer service oriented/ Professional phone demeanor/ Developed listening skills/ Excellent verbal

and written communication/ Expertise in de-escalation/ Patient and efficient technical support

WORK EXPERIENCE

Sykes Enterprise Las Vegas NVCustomer Service Agent Aug 29 - Present

Customer service in an inbound call center environment. Provide service options and makerecommendations for callers in accordance with their personal communication or entertainment needs.Address customers concerns regarding their AT&T products and services via Tier I Technical support

for minor issues, or directing callers to specific specialty departments for more complex problems.Dual screen navigation of multiple software programs, including mirrored support on customer facing

sites for self-service options involving. Educate customers on all available options for redressaccording to the customer's needs and values.

William-Sonoma Las Vegas NVFull Service Agent-Furniture July 2012 - September 2013

Furniture department Inbound customer care center. Review, process, and track furniture orders bytelephone. Provide information about home furnishing products regarding fabrics and other materials.Manage logistical resources to facilitate an efficient and timely delivery of all products and services.

Spherion Staffing Services Henderson NVCustomer Service Agent, Call Center June 2011 - July 2012

Review insurance policy to determine coverage.Work with detailed departmental, and warehouse records, using computers to enter, access, search or

retrieve prescription data.Provide customer service, such as coverage, eligibility, and prescription benefits.

Process claims, payments, and place orders for prescription medication.

PSI Exam Services Las Vegas NVData Entry Technician March 2005 - October 2009

Process license applications for state mandated exams.Answer questions or provide advice to the public regarding licensing policies, procedures, or

regulations. Maintain records of applications made or licensing fees collected.Inform customers by mail or telephone of additional steps they need to take to obtain licenses.

Perform routine data entry or other office support activities, including creating, sorting, photocopying,distributing, or filing documents.

EDUCATIONMilwaukee Area Technical College Milwaukee, WI

A.A.S Chemical Technology