Summary
Overview
Work History
Education
Skills
Timeline
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Adena Pompa

Saint Joseph

Summary

Dynamic customer service professional with extensive experience at AT&T Wireless, excelling in technical support and problem resolution. Proven track record in enhancing customer satisfaction through effective conflict resolution and proactive order processing. Adept at building strong customer relationships, driving retention, and delivering exceptional service in fast-paced environments.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

AT&T Wireless
Saint Joseph
10.2010 - 08.2015
  • Assisted customers with inquiries regarding mobile plans and services.
  • Resolved technical issues related to mobile devices and network connectivity.
  • Processed customer orders for new devices and service activations.
  • Educated customers on features and benefits of mobile products.
  • Collaborated with team members to improve service delivery processes.
  • Managed customer complaints efficiently, ensuring satisfactory resolutions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Supported sales team members to drive growth and development.
  • Strengthened customer retention by offering discount options.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Contacted customers about potential service upgrades, new services and account changes.

HR Assistant

USA800
Saint Joseph
10.2008 - 07.2010
  • Assisted in recruitment processes by scheduling interviews and coordinating candidate communication.
  • Supported onboarding procedures by preparing new hire documentation and orientation materials.
  • Maintained compliance with labor laws through regular updates to HR policies and procedures.
  • Answered employee inquiries regarding benefits, policies, and workplace concerns promptly.
  • Organized training sessions by coordinating logistics and communicating with participants effectively.
  • Conducted exit interviews to gather feedback and identify areas for improvement in retention strategies.
  • Created, organized, and maintained employee personnel files to keep sensitive data secure.
  • Guided new hires through orientation and onboarding and explained documentation requirements to facilitate HR process.
  • Initialized background checks for potential new hires.
  • Organized and attended hiring events and participated in job fairs to network with potential candidates.
  • Provided administrative support for HR projects and initiatives.
  • Updated HR databases with employee changes in position, salary, and personal information.
  • Facilitated new hire orientations and employee training sessions.
  • Provided administrative support to the HR department, including document preparation and calendar management.
  • Assisted in conflict resolution processes and acted as a liaison between employees and management.

Customer Service Representative

Sprint PCS, Mobile telephone company
Saint Joseph
03.2003 - 08.2008
  • Assisted customers with inquiries regarding mobile plans and services.
  • Resolved technical issues related to mobile devices and network connectivity.
  • Processed customer orders for new devices and service activations.
  • Educated customers on features and benefits of mobile products.
  • Managed customer complaints efficiently, ensuring satisfactory resolutions.
  • Provided support in training new employees on company policies and procedures.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Developed strong customer relationships to encourage repeat business.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Developed positive relationships with customers through friendly interactions.
  • Collected deposits or payments and arranged for billing.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Supported sales team members to drive growth and development.

Education

High School Diploma -

Benton High School
Saint Joseph, MO
05-1994

Skills

  • Technical support
  • Problem resolution
  • Order processing
  • Mobile device knowledge
  • Customer relationship management
  • Billing adjustments
  • Active listening
  • Conflict resolution

Timeline

Customer Service Representative

AT&T Wireless
10.2010 - 08.2015

HR Assistant

USA800
10.2008 - 07.2010

Customer Service Representative

Sprint PCS, Mobile telephone company
03.2003 - 08.2008

High School Diploma -

Benton High School

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Adena Pompa