Customer Service / Administration / Management
Objective:
To leverage 30 years of combined experience customer service to drive organizational success by utilizing my leadership skills, expertise in developing and delivering effective exceptional customer service acumen. I aim to contribute to a dynamic and collaborative team, leading by example, and utilizing my diverse skill set to optimize performance, improve customer satisfaction, and achieve business goals. With a strong track record of successful customer service experience, I am dedicated to fostering a positive work environment, motivating team members, and continuously enhancing processes to achieve excellence in performance and customer experience.
Education
●High School Diploma, William Jones Commercial, Chicago, IL Graduated, 1979
●Kennedy King College Chicago, IL Major: Business Administration
Professional Work History
Verizon Wireless 1998 – Present
Customer Service Pro
●Provide excellent customer service to all customers, responding promptly and professionally to inquiries.
●Handle incoming calls from customers regarding billing issues, technical support, product information, account changes, and other related topics.
●Utilize multiple systems to access customer accounts, troubleshoot problems, and provide solutions.
●Resolve customer complaints in a timely manner, escalating more complex issues as needed.
●Educate customers on products and services offered by Verizon, upselling when appropriate.
●Maintain accurate records of customer interactions and transactions.
●Follow established procedures for proper escalation of unresolved issues to the appropriate internal teams.
●Provide feedback and recommendations to management on ways to improve customer service processes.
●Remain current with system information, changes, and updates.
●Participate in team meetings and training sessions to stay informed of new developments.
●Assist with special projects or tasks as assigned.
●Adhere to company ethics, policies and procedures and codes of conduct at all times.
Customer Service Employee Phone Program
●Ensured a high level of customer satisfaction by providing friendly, professional, and personalized service to empathize and acknowledge customer concerns.
●Answered high volume of calls or correspondence from customers to identify their needs, respond to inquiries, discuss product or service specifications.
●Provided billing and troubleshooting assistance to internal employees
●troubleshoot technical issues, providing information about products and services, and
●Procured new equipment for staff members.
●Elevated issues to a higher-level team when necessary.
●Adhere to company ethics, policies and procedures and codes of conduct at all times.
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Financial Service Representative
●Tasked with the responsibility of collecting the entire outstanding balance on delinquent accounts to reinstate
them to their current status.
●Successfully resolved cross-functional customer issues pertaining to collections.
●Addressed customer issues related to collections that involved multiple departments or functions.
●Addressed and resolved daily customer concerns related to account issues.
●Adhere to company ethics, policies and procedures and codes of conduct at all times.
Billing Specialist
●Effectively managed and handled tasks in high-pressure, fast-paced environments, including scenarios involving a high influx of calls or escalated messages related to billing issues.
●Continuously updated job knowledge to enhance customer assistance experience.
●Implemented retention strategies to ensure customer satisfaction.
●Deliver exceptional customer satisfaction through the provision of warm, professional, and tailored service that actively empathizes with and acknowledges customer concerns."
●Resolved customer issues quickly to ensure the company meets its service level agreement.
●Adhere to company ethics, policies and procedures and codes of conduct at all times.
●Managed billing arrangements, provide price quotes, and offer other services.
● Arranged appointments, process refunds, and solve issues and concerns, ensuring efficiency and client satisfaction.
● Billing representatives post payments timely on the database, update account statements, generate financial reports, release invoices, and resolve account discrepancies.
Accomplishments
●Knowledge of CACS, ACSS, VISION, PRISM, CACS 8.0, and RMS billing
●Proficiency in Microsoft Office Suite to include Word, Excel and Outlook
●Excellent written verbal and interpersonal communication skills
●Problem resolution working in a fast-paced, rewarding, and results-driven environment.
●Reliable in planning and completion of tasks, rewarding, and results-driven environment.
●Excellent analytical and problem-solving abilities
Skills and Qualifications
●Award, Perfect Attendance 2012
●Awards, Customer Service Compliment
●Top Performance Ratings amongst Peers
Excellent Reference Available Upon Request