Alicia Wyatt has 8 years of experience as a customer service representative, consistently receiving positive feedback from customers and supervisors. She handles customer issues in a timely and pleasant manner to ensure satisfaction. Wyatt currently works as a training support team member at Convergy's, assisting new agents and taking escalated calls. Previously, she worked as a sales and service representative and in customer service roles at other companies, demonstrating strong communication, problem solving, and technical skills.

1. Alicia Wyatt
Customer Service Representative
4659 Charlotte Street Conover, NC
Contact information: anwyatt84@gmail.com or (828) 358-7276
I'm a reliable, hard-working Customer Service Representative with 8 years experience in maintaining
customer satisfaction. I consistently receive positive feedback from customers and supervisors. I always
make sure to handle customer issues in a timely and pleasant manner and ensure they are satisfied with the
solution I provide. My customer surveys say that I'm very professional, knowledgeable, helpful and I've
heard several times I've provided the best customer service they have ever received from AT&T.
WORK EXPERIENCE
Training Support Team Member - Convergy’s - Hickory, NC - June 2014 to present
Assist training agents starting with taking their first calls up until they complete what’s called the transition
phase. My role during their two week transition phase is to walk around answering questions for agents on
calls, take escalated calls, and assist with sales. Also assist trainer with live-listening and monitoring calls, as
well as scoring those calls based on performance. The training support team consists of about 20 or so
agents out of a call center of approximately 500 plus agents, and I am considered one of the
“core-members” on the training support team, where I also assist my team leader in taking phone calls
among other duties. I have a strong ability to remain calm in escalated situations and have been told I’m
friendly, but firm when needed.
Sales and Service Representative - Convergy's - Hickory, NC - June 2011 to June 2014
Provide excellent customer service to AT&T mobility customers calling in with issues which can include
anything from technical support, billing issues, or payment arrangements. Responsibilities include processing
customer orders for AT&T products and services; providing and receiving various information; selling client
products plus handling miscellaneous customer service and general information calls via the phone.
Navigate several different systems while on calls, resolve the reason for the call while following set
procedures and policies, set proper expectations with the customer, and actively sell products or services on
each call. I have consistently met and even exceeded company goals for call stats and sales.
Customer Service - Unique Solutions, Inc - Mooresville, NC - August 2005 to June 2009
Mainly performed technical support to vendors over the phone. Unique Solutions is a software company
that provided vendors in Lowe's Home Improvement stores with a PDA which was equipped with our
software in order to complete daily reports. The vendors called in with technical issues involving their PDA,
camera, or scanner. Logged each call in our database and completed follow up calls if necessary. I also

2. trained new employees, input employee time card data into Excel spreadsheet, performed nightly cleaning,
opened and closed the business at one point by myself.
Vendor - Mi-De, Inc - Wilkesboro, NC - August 2004 to July 2005
Traveled and setup new Lowe's Hardware stores, specifically the plumbing and electrical sections - and also
performed several store resets.
Cashier/Hostess Mayflower Seafood - Wilkesboro, NC - May 2003 to June 2004
Performed cashier duties and seated customers.
EDUCATION
Diploma in General North Wilkes High School - Hays, NC 2002
SKILLS
Customer service, technical support, active listening and problem solving, MS Excel, MS Word, cash handling,
data entry, phone skills, team leader, trained new employees.
REFERENCES
Marisa Fantry (828) 443-1948 - current supervisor of 6 months, and previous sales mentor of 6 months
before she became a supervisor
Jordan Bangs (828) 308-6692 - previous supervisor of 6 months at Convergy's
Michael Baldwin (336) 927-7416 - previous supervisor of 4 years at Unique Solutions
Tabitha Adams (336) 957-0632 - previous co-worker of 4 years at Unique Solutions
ADDITIONAL INFORMATION
Areas of Expertise: Strong organizational skills - Works well with others, as well as independently -
Developed listening skills - Customer service oriented - Effective problem solver - Computer Proficiency -
Uses time wisely - Pleasant tone of voice - MS Windows proficient - Types approximately 50 WPM -
Excellent proofreading and spelling - Multi-Task Management