Customer Service Administrative Assistant

Shannon N Carlock

*** ******* ***** ***, *** Leaf, TX 75154

214-***-**** (cell)

972-***-**** (home)

*******.*******@*****.***

CUSTOMER SERVICE/OFFICE PROFESSIONAL

Profile Superior Verbal and Written Communication Skills

Clear, Concise and Professional

Excellent working knowledge of all MS Office

Applications

4-5 years Call Center Experience.

Keen Negotiation and Problem-Solving Skills

100+ Credit Hours Earned toward B.A. in English

Goal Oriented and Highly Focused on Success and

Achievement

Employment Efficient Attic Systems Dallas, TX

2007-Present

Administrative Assistant

(Promoted from previous position)

Configure accounts for upcoming

installation process.

Prepare required documents for special

programs following company guidelines.

Process incoming documents to finalize

installation process and initiate account

receivables process. Assure accuracy of

these documents to ensure a smooth

installation process.

Prepare documents for installers/warehouse

manager in reference to inventory required

Weekly accounts payable duties for roofers

and City of Dallas Weatherization workers.

Contact customers to obtain missing

billing information and to resolve

installation issues

Customer Relations Agent

(Promoted from previous position)

Handled post-install damage claims and

non-satisfactory install issues.

Received escalated calls from irate

customers dissatisfied with installation

process.

Corrected minor billing discrepancies such

as double-billing/erroneous charges, etc.

Responsible for maintaining customer

rapport while trouble-shooting for

solutions to problems with accounts.

Scheduled installation dates and

configured purchase orders for upcoming

installs.

Customer Service Representative

Discussing energy efficiency needs to

determine best product for customer's home

Relaying product knowledge with an attempt

to schedule free home estimate

Scheduled installation appointments and

handled minor scheduling conflicts

Southwest Credit Plano, TX

May 2005-Aug 2006

Collector I

Outbound collection calls with an intent

to collect balance in full from AT&T

customers.

Negotiating acceptable payment

arrangements.

Utilizing skip-trace system to locate

customers without good contact

information.

Processing check, debit/credit card

payments. Extensive use of automated

dialer.

Offering clarity in regards to transaction

history and accumulation of charges.

Nationwide Recovery Dallas, TX

June 2004- May 2005

Collector I

Hard collections with an attempt to

collect balance in full

Use of automated dialer to increase

contacts

Securing payments and post-dated ACH

transactions to ensure collection of all

monies owed. .

Researching credit history to determine

excessive spending.

Offering debtors suggestions on

supplemental income

Education University of North Texas Denton, TX

2007-PRESENT

B.A. English- In Progress

Expected Graduation Date: December 2011

Red Oak High School Red Oak, TX

1994-1998

HS Diploma Earned - 3.2 GPA

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