Customer Service Quality Assurance
Resume:
Eldine Fanfan
Somerset, NJ 08873
Objective: To obtain a position that will utilize my interpersonal, Client Services and research
specialties to enhance my professional growth.
Education: Rutgers University 1995 – 1998; Liberal Arts
Qualifications: Years of experience including corporate/individual Account Management,
Regulations, Compliance, Contract review/maintenance Billing, Finance, Administration,
Research, Product Development, and Customer Service Relations. Ability to manage
simultaneous projects and meet strict deadlines. Possess strong organizational, trouble
shooting and written/oral communication skills. Maintain excellent attention to detail.
Experience:
Sprint Nextel 201 Route 17 N, Rutherford, NJ; Executive Analyst December 2006 – October 2010
Responsibilities:
Research and provide written\oral responses to government agency assigned complaint cases
(Better Business Bureau, Office of Attorney General, Federal Communications Commission and
Public Utility Commission)
Upon receipt of assigned case, analyst is responsible for a contacting the customer within 24 to 48
business hours. In addition to researching the written complaint and customer’s wireless account to
resolve and respond to their concerns by means of collaboration with other departments (Finance,
Fraud, Legal, Sales, Engineers and/or all related departments) to reach and provide a written and/or
verbal response which is amicable and factual resolution to finalize case closure.
Thompson Corporation – 150 Meadowlands Parkway, Secaucus, NJ 07950 – Centralized
Payment Coordinator August 2005 – December 2006
Responsibilities:
Payment Process for Physicians and other Medical parties within the medical field whom are
educating colleagues on medical benefits of a specified pharmaceutical brand by means of National
or International conferences. In addition, ensure that assigned medical professional has fulfilled
contractual agreement for the FDA. Responsible for payments of Honorariums payments
individually/bulk for Expenses, Office Visits
Other duties: Management of all assigned files, stop payments, itemize expense
reports, payment re issue, review/update outstanding payment
reports file and quality assurance.
ATT Wireless Services/Cingular – August 2000 – September 2006, 140 East Ridgewood Avenue,
Paramus, NJ 07652
Responsibilities:
The set up and technical maintenance of virtual email for sales associates, engineers, technicians,
executives and IT partners. Additional responsibilities includes; educating employees on ATTWS
policies and procedure adherence for such a privilege. The employee has to advantage of accessing
the corporate email and other intranet sites via the handheld device Blackberry/Rim. To track users
and service all user information is downloaded via the BES (Blackberry Enterprise Server).
Monthly conference calls are held to review the user’s activity, server capacity and possible required
enhancements. A project report is created monthly to monitor and audit email services. As the
project specialist and liaison, my colleagues seek my assistance on processes, tools and resources
to assist employee inquiries. Inbound National Employee Account Service Representative: Duties:
Retrieval and completion of employee service request. Request consists of: Billing Inquiries (credits,
debits, equipment charge errors, roaming/long distance charges, etc). Duties were not limited to
service activations, equipment orders/returns/exchanges/upgrades. Annual audits are performed to
maintain/monitor employee, test, demo accounts and devices. All audits are performed to verify the
business justification for TDMA/GSM wireless and data accounts to maintain all departmental
budgets.
Other duties: Resolution Specialist Duties: Providing a one contact resolution for
escalated issues (billing, account maintenance, credit/adjustments and research). To
research escalated issues (disagreements, errors, priority circumstances and billing issues
for terminated employees). A resolution is executed for the employee within adherence of the
company’s guidelines and policies. Distribution Services Representative 08/2000 12/2001
Pre paid Representative/External Vendor Support. Duties: Account Maintenance. Other
responsibilities included outbound calls to new contracted vendors to serve as the primary
contact for reseller retail and independent. The practice was to build customer relationship
management. The priority is to assist direct and indirect sales representatives with equipment
upgrades, processing the initial service activation, resolving billing issues and providing
technical troubleshooting assistance for post and prepaid services.
Skills:
Access, Siebel, Microsoft Office/Word/Outlook, Excel, PowerPoint, Ensemble, Peoplesoft, iDen,
sView
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