Suzann Skinner

Leader, Customer Service Expert.

*** *********** ****** #*** - ******* News, VA 23608

acot1o@r.postjobfree.com - 845-***-****

Experienced customer service management. Excellent interpersonal skills, over 25 years in customer service.

WORK EXPERIENCE

Account Modifications Representative

Sprint - Elmsford, NY - October 2006 to Present

Elmsford, NY

Account Modifications Team

• Responsible for performing a variety of complex customer service functions.

• Extensive customer contact for resolution of billing problems,

• Extensive exposure to billing or collections.

• Additionally mentored or provided on-the-job-training for less experienced specialists.

Corporate Retention Representative

Sprint/Nextel - Elmsford, NY - July 2001 to September 2006

Profitably saved and retained customers requesting to disconnect service.

• Helped customers understand billing statements and cellular plans.

• Performed account medications such as rate plan changes that would best fit the customer needs.

• Ensured customer satisfaction by resolving escalated issues.

• Troubleshoot and problem solved to ensure that the customer's experiences were positive and to reduce

churn.

• SME (Subject Matter Expert) Assist new hires right out of training before they are released to the sales floor.

Customer Service Representative

Mobile Communications Plus, Inc - Mount Vernon, NY - 1995 to 2001

Responsible for maintenance of existing customer accounts.

• Interacted with customers via telephone and e-mail

• Resolved customer disputes and trained new employees

• Created and delegated work assignments and assessed job performance of employees.

• Handled heavy call volume answered 150-200 calls per day

SKILLS

proficient in Microsoft word, excel and amdocs systems.

ADDITIONAL INFORMATION

Skill Set

• Strong Customer Service and sales track record consistently exceeding objectives.

• Effective planning, organizational and negotiation skills.

• Ability to successfully manage multiple priorities and assignments.

• Effective presentation, verbal and written communications skills.

• Proven capacity to approach problems effectively and creatively.

• Strong abilities to develop corporate strategy documentation.

• Articulate and creative, offering innovative and practical solutions.

• Able to direct and lead others to produce desired results.

• An experienced team player, bring enthusiasm and energy into group efforts.

Contact this candidate