Sandra C.

McCarthy 239-690-6683 (Home)

3972 Lora Street 239-645-3634 (Cell)
Fort Myers, FL 33916 nugget1928@comcast.net

WORK HISTORY:

(02/2006– Present)

City of Fort Myers – Utilities/Solid Waste Department - Customer Service Representative II

• Address all issues, via telephone or in person, from commercial & residential customers with
questions, concerns, and complaints regarding all aspects of water, trash, & recycling services
• Set up and/or transfer commercial & residential accounts; handle delinquent accounts and
billing disputes
• Maintain effective working relationships with the general public, co-workers, elected and
appointed officials
• Deal with the public in a prompt, professional and courteous manner, maintaining composure
under stress

(09/2005 – 02/2006)

Alltel Corporation – Fort Myers, FL - Universal Service Representative

• Provided customer support in a high paced retail environment and assist sales personnel in
times of customer overflow
• Payment Processing
• Handled customer interaction on equipment service issues
• Diagnosed & triaged equipment problems
• Billing inquiries resolution for walk-in customers
• Assisted sales personnel with customer overflow to include selling accessories, upgrades,
activating new customer accounts, add on features (i.e. voicemail, insurance, detail billing)
• Receiving and stocking of inventory

(4/1996 –8/2005)

Alliance for Health, Inc. – Brooklyn, NY - Executive & Personal Assistant to President/CEO

• Answered phones
• Sorted and distributed payroll for Bronx, Queens, and Brooklyn offices
• Set appointment schedules (business & personal)
• Tracked vacation schedules for all employees
• Arrange travel plans for president (business & personal)
• Responsible for mail distribution
• Back-up coverage for receptionists
• Liaison between Case Coordinators and Spanish speaking Home Health Aides
(3/1994 – 3/1996)

Time Warner Cable – Queens, NY - Research Analyst

• Responsible for account dispute resolution

• Position with little formal supervision. Required considerable initiative and discretion
• Duties included assessment of nature and scope of customer issues; account history research (archival
and online)
• Coordination with accounts receivable, technical staff, Sales, Public Affairs, and management
• Monitoring internal compliance with FCC regulations and assembling documentation for pending Cable
Commission complaints.

(11/1993 – 3/1994)

Time Warner Cable – Queens, NY - Credit Adjustment Representative

• Reconciled Pay-Per-View account information

• Researched account history; assessed validity of customer complaints
• Resolved complaints in accordance with company guidelines.

(9/1989 – 11/1993)

Time Warner Cable – Queens, NY - Purchasing Representative

• Identified potential vendors for diverse materials ranging from vehicles to computers to office supplies
• Performed comparative pricing and quality studies
• Assisted in vendor selection
• Placed orders with vendors; liaison to suppliers.

(10/1986 – 09/1989)

Time Warner Cable – Queens, NY - Customer Service Representative

• Processed customer telephone requests, inquiries, and complaints regarding sales, service, events,
billing, and general technical assistance
• Scheduled installation and service appointments

Education: Adlai E. Stevenson High School – Bronx, NY - Received GED July 1975

Bilingual: (English/Spanish)