1. Afi Esters
1415 S Stanley Ave #4
Los Angeles, CA 90019
323-481-8779
Kahyeka@yahoo.com
Linkedin: https://www.linkedin.com/pub/a-esters-henderson/11/699/33b
My objective is to attain and excel as a customer service. Expecting a challenge and searching for new
ways to interact and enhance the customer experience, as well as resolve problems. Looking for a
company offering room to grow and advancement within chosen field. Offer over 10 years experience in
customer service. Currently, a college student studying sociology and psychology with an emphasis on
gerontology.
 Experienced customer service representative with over 10 years in customer care
 Hardworking and energetic; flexible; adapt easily to change of environment
 Maintain critical thinking skills essential to providing competent service skills
 Personable with a positive attitude; interface effectively with all customers
Independent Contractor 2002-Present
Transcription
 Excellent written and verbal communication
 Typing of at least 35-40 WPM
 Excellent deciphering and research skills
 transcribe non- medical audio files
Internet search - ChaCha.com/ KGB/Weegy
 Handled mobile requests for New York residents 311 project for hurricane Sandy
 Handled mobile requests for attendees to the Sundance film festival in 2008
 Day to day customers could ask any variety of questions for a nominal fee,as well.
 Accountability for incorrect responses
Copywriter
 Use of clear grammar and keywords to write copy for various companies, including home
maintenance, healthcare and dental providers, car dealerships and others
 Part of an exclusive team that wrote copy for a European car dealership
 Handed in copy from a couple of hours to one week depending in the client

2. Virtual Customer Service Representative - Working Solutions/ LiveOps
 Handled inbound calls for customers with questions about coverage,pricing, etc.
 Mentored groups of twenty or more new hires under the Asurion Insurance project
 Made outbound calls to enrollees
 Averaged 30 to 40 inbound calls per hour
 Booked travel
 Used upselling skills for add-ons
 Was one of the original customer service agents for the Stand up to cancer project
Virtual personal assistant
 Schedule Business and personal Appointments
 Used research skills to find local business for clients, including cleaners,schools and
 Handled client spreadsheets
 Made calls to update out of date or missing contact information
 Used customer online calendar to schedule appointments
 Found gifts online
 Helped clients choose service agencies for cleaning, dog grooming decoration, organization, etc.
Customer Service Representative 2003-2004
via agency for Time Warner
 Rewarded for best calls and fewer calls sent to retention
 Handles an average of 20-40 calls per hour in regards to billing, tech support and account setup
 Excellent call documentation
 Consistent follow-up
Customer Care Agent 1997- 1999
Prudential Health Insurance Company
 Verified Benefits
 Explained Coverage, including deductibles, copay and coinsurance
 Verified Claim Payments with patients, physicians offices, and hospitals
 Submitted request for preauthorization of services
 Excellent Call documentation for follow up calls

3. Receptionist/ General Office Worker 1996-1997
Airflo/Alumet Industries
Cosmetic Sales 1992-1995
Broadway/Macys -Cosmetic Sales for Prescriptives Cosmetics
 Assist customer in assessing basic skin care and makeup choices
 Cross promote other makeup and fragrance companies
 Interact with customers outside cosmetic department
 Met or exceeded monthly sales goals
Salary plus commission sales
Teller
Bank of America 1992-1995
 Cash Handling
 Sales of additional bank products
 Customer Service
Additional
 35 wpm typing
 Microsoft Word
 Microsoft Excel
 Microsoft PowerPoint
 Employed severalcomputer interfaces from various virtual companies