Naihara Lebron Kostic
213 N. 16th St. Apt. 6 Allentown, PA 18102
(610) 790-3317 email@example.com
Wells Fargo 02/2012-03/2016
Phone Banker 2
Assist in new hire training through coaching proper protocol, procedures, policies, and soft phone training.
Answer inbound calls, and provide exceptional customer service for Wells Fargo customers regarding questions, or concerns about their Checking Account, Savings Account, CD’s, Loans and Lines of Credit, and Credit Cards.
Process claims for unauthorized transactions, provide balances, replace ATM/ Debit cards if lost, stolen or damaged. Add permissions to customers accounts to avoid a block on their account while traveling. Process check orders, close accounts when account information has been compromised, and open new accounts.
Offer and up sell credit products that customers qualify for, and consistently meet, and exceed daily, weekly and monthly sales goals. Providing solutions and resolving all Wells Fargo customers financial needs.
Synchronoss Technologies Bethlehem, Pa 03/2010-05/2011
Time Warner Cable Wireless Help Desk Senior Agent
Was promoted to this position after excellent performance as a Time Warner Cable Customer Service Representative. Created, worked, and closed TWC billing and service help desk tickets. Multi tasked using many different systems simultaneously, answered supervisor calls for escalated customers. Processed credits, opened and closed vendor tickets with Sprint and Smith Micro.
Processed orders for new customers, added and removed services, changed wireless rate plans, data entry. Answered VIP calls for preferred customers and made outbound calls to resolve open ticket issues. Processed downgrades, cancellations, and removed TWC services.
Supervised a team of 50 TWC Customer Service Representatives, resolving customers open billing/ service escalation tickets. Followed up to determine client satisfaction.
Synchronoss Technologies Bethlehem, Pa 08/2009-03/2010
Time Warner Cable Wireless Customer Service Representative
Answered multiple calls regarding services for Time Warner Cable Wireless. Educated customers on the available wireless devices, rate plans and coverage areas.
Troubleshot the customers wireless connection when they were unable to connect to the network.
Suggested different rate plans and products to fit the customers need. Was promoted to Time Warner Cable Wireless Escalation Help Desk Senior Agent.
Casa Guadalupe Allentown, Pa 09/2007-07/2009
WIC Nutrition Assistant
Scheduled and rescheduled new pregnancy, new baby, and children recertification appointments. Created accounts for new patients, filing, answered calls regarding questions patients had about their WIC checks and breast feeding.
Data entry, patient intake, determination of income eligibility, nutrition education., and printed WIC checks.
Recorded anthropometric of pregnant women, infants, and children ages 5 and under. Hemocue Certification/ checked hemoglobin levels.
T-Mobile Allentown, Pa 01/2003-01/2005
Customer Service Representative
Answered multiple calls regarding T-Mobile services, devices, and rate plans. Data entry, troubleshot the customers device, used many different systems simultaneously.
Suggested rate plans and products that increased earnings, processed exchanges, credits and adjustments. Changed rate plans, processed upgrades and downgrades.
Provided exceptional service to customers locally and abroad. Was given a monthly quota and ranked in the top 10% of T-Mobile.
-Highly organized with superior problem resolution and analytical skills.
-Bi lingual, English and Spanish fluent.
-Training experience, proficient multi tasking and troubleshooting skills, excellent administrative and customer service skills.
-Scanning, copying, printing, attaching files, filing, multi line phone systems, billing systems.
-Windows XP, Windows Vista, Windows 7, Safari, Microsoft Word, Excel and Power point, Internet savvy.
June 2002 William Allen High School Allentown, Pa.
References available upon request.