Customer Service Sales

S haron B. Jones

** * * * * o u ch e st e r D r i ve – J a c k s o n, M S 3 9 212 C e l l : 6 01. 2 6 0 .16 5 0 H o me 6 01. 372 .13 8 0

E m a i l : s b r o w n j o @ h o t ma i l . c o m

OBJECTIVE

Focused and result driven professional with several years of supervisory, recruitment, payroll /

accounting and customer service experience for small to large business. Additional skills:

Strong communication/negotiation skills Creative problem solver

Highly motivated Proven leadership aptitude

Committed and reliable Team Player/Effective people skills

PROFESSIONAL HISTORY

ITT Technical Institute

Recruiter

May 2010 present

Committed to helping men and women develop the skills and knowledge to pursue opportunities in

fields involving technology, criminal justice, drafting and design and business

Recruit high school and adult prospective students

Access educational needs and explain the benefits and objective of the programs offered by ITT

Technical Institute

Conduct face to face interviews

Responsible for facilitating orientation and registration

Closely assist and mentor students through admissions process

Verbally communicate approved presentations to promote programs to assist prospective students

Actively generate referrals

Participate in school retention efforts by maintaining contact with active student through graduation

Participate in recruiting activities

ADP Automatic Data Processing

Billing Specialist Feb. 2009 – May 2010

Order Entry for all areas associated with Payroll/Human Resource

Manual billing

Processing of daily/weekly reports: verification of client deposit checks, transaction error reports..etc

Audit Invoices

Sales contact

Other administrative duties as requested

Siemens Building Technology Inc

Accounting Assistant II Aug. 2007 – Jan 2009

Process hourly and certified payroll

P CARD Allocations.

Travel Expense Reports.

Submit vendor and subcontractor invoices for payment to AP department verified status

if payments using IOL invoice on line

Generate monthly union due report.

Responsible for all check request.

Request Insurance certificates upon booking of jobs.

Request MPC’s Material Purchase Certificates for jobs over 10K.

Kept record of all business license as well as request license for annual renewal.

Setup/modify customers accounts.

Setup/modify vendor accounts.

Customer credit checks

Fleet vehicle management.

Responsible for timely payment of all invoices related to the branch…ie phone, internet, taxes,

office equipment…etc.

Sales support reviewing of booking packages prior to actual booking.

Create and distribute monthly safety meetings for branch as required by OSHA.

Provided customer service to existing and new customer base.

Handle pickup and distribution of mail.

Other administrative duties.

SkyTel Communications

Billing/Collections Specialist Nov 1994 – March 2007

Audit invoices: Fortune 500 companies such as Merrill Lynch, Hewitt Associates, Prudential,

Chase, Lucent Technologies, CBS, AT&T, Continental Airlines, Countrywide.

Perform credit and collection duties that are usually complex, following standard procedures

and company guidelines.

Provide specific account maintenance, i.e., account service changes, pin service changes,

rate changes, account reconciliation’s, and adjustments to certain limits, etc. on an as needed

basis.

Perform purchase order verification to key renewals and to access that purchase orders

are correct and reflect what is actually being billed to the customer at the point of order entry.

Provide manual invoices and reports to the customer and sales as needed.

Provides a direct point of contact for both the sales and the account contacts for the

specific accounts.

Analyze new contracts and review for applicable system support of pricing

and structure.

Provide collection and guidance to lower level staff.

Provide monthly reports on accounts.

Perform other administrative duties as requested.

Customer Messaging Supervisor

Managed and supervised a staff of 30 customer messaging representatives.

Recruited, hired and trained employees for customer messaging operation.

Developed surveys to improve the quality level of service.

Measure team performance against company’s objectives.

Coordinated ongoing focus group to obtain recommendations on new products,

services and upgrades in the network and systems applications.

Provides monthly report on team performance to upper management.

Reported daily call center stats to management; service levels abandonment rates.

Administrative Duties: H/R Issues, Performance Reviews, Training, and Attendance.

Acting Supervisor, (Special Project)

Effectively motivated and lead Teams of 8 Customer Service Specialist.

Monitored Customer Service Representatives while providing effective feedback.

Measure Team Performance against Department Objectives.

Handled and resolved escalated customer issues.

Communicate Effectively with Internal and External Department Personnel.

Operation Specialist, Customer Service Division

Responsible for emergency evacuation procedures for entire call center

Monitored an ACD Inbound Call Center for one of the nations leading wireless

Communications company with an average of 10,000 calls per day and consisting of 350+

customer service representatives. Also includes monitoring CallWise, documenting and

escalating issues to management.

Regulate all call center phone traffic for groups within Call Center.

Communicates directly with I.S., Engineering, and PC Support on escalated issues.

Opened and closed trouble tickets; I.S, engineering and PC Support.

Managed the Call Center's service level and abandonment rate, through call routing.

Responsible for providing updates on the call volume to management

Responsible for weekly work schedule for self and other team members.

Managed the sick/absentee list for entire call center and provided to upper management on

a daily basis.

Major Account Senior Representative

Responsible for handling customer inbound calls in a timely manner, while maintaining extensive

knowledge of products and services as well as the wireless industry for Fortune 500 accounts

including: Federal Express, MCI, AT&T, Motorola, Shell Oil and Advantis. Expert customer relations

and technical troubleshooting skills.

LEC Services Incorporated

Jul 1994 to Nov 1994

Telephone Operator

Responsible for data entry; assisted customers in placing long distance telephone calls; processed

emergency telephone calls; processed trouble reports.

Temp Work Mar 2007 – Aug 2007

EDUCATION

ALCORN STATE UNIVERSITY LORMAN, MISSISSIPPI

Bachelor of Arts, Major: Mass Communication; July 1994

SKILLS, SPECIAL PROJECTS, AND TEAMS

Computer Skills – PeopleSoft, Oracle, SAP, EZ AP, Internet, SkyWord Access, AS400 Rumba,

Lotus Notes, Ten key, Microsoft Excel, PowerPoint, Call Wise, Microsoft Outlook, Microsoft Word,

OPS Training Time Management Training, Policies and Procedures, Communication Skills Training,

Setting Goals and Standards Training, Call Empowerment, Lotus Notes Training, Text to Voice,

Employee Behavioral Training, Team Building Teams Programmer: Provided internal pager

programming for SkyTel; Customer Service Task Force Team: Worked on ways of improving the

quality of service for both external and internal customers; Employee Motivation Focus Group:

Focused on finding ways of motivating employees, and keeping them motivated; Mentoring Program:

Development of New Hire Employees

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