K. J. W e l l i n g t o n

423-***-****

Objective To be apart of a service and value based culture. To assist in

building synergy, creating innovation and delivering world class

service

Work Experience

Financial Service Rep, T-Mobile Wireless, Birmingham, AL 2002

Call Center Operations

Financial Care Representative I

. Maintain high volume calls and establish profitable customer

relationships upon contact

. Educated and sold costumers on products and services

. Provided World Class Customer Service to customers around the

continental U.S

. Generate various reports needed to assistant customers in

troubleshooting issues

. Consistently provides timely and accurate information

. Creating a win/win approach to telecommunications

Financial Care Representative II

. Assist in escalated calls in the absence of supervisor

/senior representative

. Acts as a resource for the external and internal

customer

. Utilizes retention strategies by providing dissatisfied

customers with resolution

. Continuously gains rapport by creating defining moments

for customers

. Exemplifies T-Mobile values and objectives

. Uses critical/creative thinking techniques to satisfy

the customer and collect a debt

. Demonstrates effective collection strategies that are

modified per customer

T-Mobile Welcome Team (pilot program)

. Proactively recognized billing issues and provided resolution

for new customers

. Acted as an auditor for at-risk accounts, in effort to avoid

write-off

. Welcomed new customers to T-Mobile as an effort to build life

time profitable relationships

. Strategically matched rate plans to accommodate customer call

usage

. Prepared a job description for Welcome Team to assist in the

decision of the committee becoming permanent (The T-Mobile

Welcome Team became permanent in June 05)

T-Mobile Outbound Specialty Team

. Negotiate payment arrangements

. Performed outbound calls to proactively collect debt to avoid

service suspension

. Assisted in a team effort of collection over millions of dollars

and reduce churn

Wellington 2

Financial Care Senior Lead, T-Mobile Wireless, Birmingham, AL

. Clearly documented approach, scope, milestones, and objectives

for complex projects.

. Closely monitors representative's calls to assure world class

experiences.

. Facilitated one on one(s), small and large groups, with peers

and managers, both inside and outside of Customer Delivery

. Led team members in the tactical execution of strategic

initiatives

. Supported teams with escalated calls, promoted accountability

. Provide customer follow-up and ensure customer retention

. Demonstrated working knowledge to conceptualize, document and

communicate innovative solutions to meet or exceed business

objectives

Customer Care ( Supervisor) T-Mobile Wireless,

Chattanooga, TN 2007 -present

. Maintain exceptional customer service as a primary goal

. Handle multi-tasking with ease

. Troubleshooting of data devices and handsets to resolve both

technical and user errors

. Has thoroughly demonstrated knowledge of the application systems

in my area of responsibility and can identify, evaluate and

define impacts of changes, provide alternatives both to the

application changing

. Develop positive business relationships with external and

internal customers

. Handle billing disputes and re-rates

. Increase the customer experience by providing information on new

products, rate plans, and services through up selling

opportunities.

. Strive for one-call resolution of customer issues

. Establishes course of action for self and/or others to

accomplish a specific goal, plans for proper assignments of

personnel and appropriate allocation of resource.

. Train customer service reps around new wireless technology

. Coaching and developing around the art of communication

. Negotiation strategizing

A.S., Business Administration/Gadsden State College

A.A.S, Office Technology/Gadsden State College

Business Management / Miles College

Licenses and Certifications

Secretary; State of Alabama 1999

Word Processor, State of Alabama 1998

References available upon request

Contact this candidate