DEANNA M. AVERY

**** **** **** ****, ********, GA 30058

acf8b2@r.postjobfree.com

678-***-****

CAREER SUMMARY

Dedicated and hard-working individual with a passion for customer service.

Possesses a congenial personality and known for having an innate ability to

communicate an enormous amount of information and distill the highlights so

that it is understood by customers. Ability to multi-task when necessary.

Exceptional organizational and planning skills and a policy of "right the

first time" that ensures true customer attention. Possesses a clear

understanding of policies and procedures. Additional skill sets include

excellent oral and written communication skills, self-starter, team player,

honest and dependable. Looking for a position which will utilize my skills

to contribute to the success of an organization.

PROFESSIONAL EXPERIENCE

COMCAST CORPORATION, Sterling Hgts,

MI 2005-2012

Comcast Corporation, together with its subsidiaries, operates as both a

cable operator and programming provider in the United States. It offers

various consumer entertainment and communication products and services:

Revenue of over $30M.

Customer Account Executive - Repair/Billing/Collections

Perform the duties of the direct customer contact for set up new customer

accounts, transfers, reconnects, and account maintenance (e.g., service

upgrades, diagnosing service outages/set up of equipment issues with the

customer, payment processing, billing issue explanations, service truck

dispatch). In addition, handles customer sales of cable, internet,

telephone, and equipment.

. Several time top winner of premium channel sales and phone sales

(over 5 & counting)

. 300+ call center (including relay calls) handling 100+ calls per

day

. Consistently exceeded monthly sales quotas of:

o Phone (monthly sales quota: 14/mo. -- actual

average: 20/mo.)

o Internet (monthly sales quota: 14/mo. -- actual

average: 32/mo.)

o Cable (monthly sales quota: 14/mo. -- actual

average: 41/mo.)

. Data entry-provisioning orders (25,000+ keystrokes)

. Defuse any escalated customer issue (billing or repair)

. Recognized for excellent customer service skills (Comcast's

"Customer Quality

Experience")

SBC COMMUNICATIONS, INC., Southfield, MI

1999-2004

Customer Service Representative - Provisioning Specialist

Perform the duties of both residential and business line (40+ lines)

customer contact for payments processing, installation of new services,

reconnects, changes or disconnects. Work with 3rd party vendors to

exchange telephone services. Proficient in both knowledge of all

products and rules/regulations of telecommunications (regarding 3rd party

vendors).

. Proficiency in LNP-Local Number Portability (porting of telephone

numbers from other companies)

. Provisioning of 50-75 orders in a day, depending on size or lines

(24 orders per day is required)

. Internal audit participation to access FCC authorized long

distance service

EDUCATION

Pursuing degree in Business Information Systems

Ashford University, Clinton, Iowa (Online) 2014-Current

Pursuing degree in Behavioral

Science

Wayne State University, Detroit, MI 2001-

2003

High School Diploma

St. Mary's of Redford High School, Detroit, MI 1989

. National Honors Society and the Honor Roll (GPA 3.50)

. Varsity Softball all four years

COMPUTER

Microsoft Office Automation Applications (e.g., MsWord, MsExcel,

PowerPoint, and Outlook)

MEMBERSHIPS / AFFILIATIONS

. Volunteer at Comcast Cares Day Event (2006-2012)

. Comcast All-Star Softball league (2007-2010) and church softball

leagues (prior)

. Active participation in elementary school PTA events (e.g., Market

Day, Field Day and Family Movie Night)

Contact this candidate