Customer Service High School
Resume:
DEBORAH DENISE EDWARDS
Independence, MO 64050
Day Phone: 816-***-****
Email: abl9ag@r.postjobfree.com
WORK EXPERIENCE
SPRINT NEXTEL COLLABORATIVE 4/2010 Present
OVERLAND PARK, KANSAS US
443-***-**** ext.10
BILLING SPECIALIST I
Investigate international fraud calls, review customer accounts, identify fraud, network fraud,
equipment fraud, cloning fraud, identity fraud, inform customers of fraud on accounts, secure
accounts with various identification tools, . Reprogram phones on account, after securing accounts,
change pin and security questions revoke unauthorized profiles on internet, educate customer on
bills. Loggingand tracking calls in a computer database, and maintaining history
records and related problem documentation.
• Researching, documenting, and proposing new methods or modifications to
existing methods of customer support processes.
• Managing workload effectively and providing accurate accounting of work and
time allocation.
• Reporting on variances as necessary.
Hours per week: 40
AT & T CORP 12/2000 1/2009
Lee’s Summit, MO US
Hours per week: 40
Customer Service
Answered customer questions, complaints, and billing inquiries with the highest degree of
courtesy and professionalism to resolve customer issues with one call resolution. Worked
multiple lines; accurately prepared and inputs account changes and secured, verified AT & T
accounts. Protected individual’s information by using disclosure probes in accordance with
established guidelines and secured sensitive data.
Assisted with activating and upgrading existing customer’s accounts. Made financial decisions
to protect/collect revenues and adjusts customer accounts. Had broad working knowledge of
AT&T practices and operations and demonstrated continued and consistent proficiency in most
of the skill sets utilized within the Host Call Center. Initiated actions to resolve discrepancies
and adjust records that may be incomplete or erroneous. Work may involve subjective
considerations, such as looking for misrepresentations, fraud, or other illegal activity.
Provided on the job training to assist the development of new and current employees. Involved
in peer coaching which consisted of the workload process, critiquing inbound calls, and
provided constructive criticism.
Prepared accurate, clear, concise correspondence and internal documents that rarely require
clarification or corrections. Analyzed and demonstrated knowledge to deal with unanticipated
situations. Use appropriate language and effective listening skills and checks for
understanding, applying courtesy, tact and empathy. Handled complex problems and/or
deviations that arise in accordance with instructions, policies, and guidelines; and referred
controversial issues to the supervisor.
Completed reports, documents or actions independently and in a timely manner. Distributes
time independently, effectively and appropriately among assigned duties. Utilizes effective
workload management techniques to timely complete reports and documents and resolve
cases.
Responded to customer inquiries via telephone or letter. Explained or assisted in preparing
forms and documents needed to meet reporting requirements or to support claims or
application for benefits. Advised clients of the administrative and legal recourses available and
the proper procedures for filing a complaint alleging violation of applicable law or regulations or
for appealing a determination made by the agency. Performed assistance work that required
extensive searching of records, reference, or historical material.
Communicates with customers using web based tools and demonstrates the associated
proficiency in typing and grammar. Utilized operational systems to process purchases of AT & T
products and services, collections and payment plans.
Performed other duties as assigned by management.
OVERLAND PARK REGIONAL HOSPITAL 5/1997 12/2000
OVERLAND PARK, KS US
Hours per week: 40
ER UNIT SECRETARY
Performed a variety of clerical duties that supported the operation of the unit. Answered
telephones and gave information to callers, took messages, or transfer calls to appropriate
individuals. Greeted visitors and handled their inquiries, by directing them to the appropriate
persons according to their needs.
Scheduled and confirm patient diagnostic appointments, surgeries and medical consultations.
Compiled and recorded medical charts, reports, and correspondence, using typewriter or
personal computer.
Interviewed patients in order to complete documents, case histories, and forms such as intake
and insurance forms. Maintained medical records, technical library and correspondence files.
Operated office equipment such as voice mail messaging systems, word processing,
spreadsheet, and other software applications to prepare reports, invoices, financial statements,
letters, case histories and medical records. Transmitted correspondence and medical records
by mail, e mail, or fax.
Performed various clerical and administrative functions, such as ordering and maintaining an
inventory of supplies. Arrange hospital admissions for patients and completed insurance and
other claim forms.
Children Mercy Hospital 4/1996 11/1999
KANSAS CITY, MO US
Hours per week: 40
Registration Clerk
Collecting complete and accurate demographic, financial and clinical information during initial
registration to facilitate appropriate patient care and reimbursement. I facilitated appropriate
patient placement and transfers on the care units, pre admission, and pre certification
activities. Responsible for preparing reports of distribution, answering complex questions and
protecting patient’s rights.
EDUCATION
PASEO HIGH SCHOOL
KANSAS CITY, MO US
High School or equivalent 6/1984
AXIA COLLEGE OF UNIVERSITY OF PHOENIX ON LINE
KANSAS CITY, MO US
Some College Coursework Completed
30 Semester Hours
Major: BUSINESS
GPA: 3.84
REFERENCES
NANCY CONLEY AT & T CORP SALES COACH
Phone Number: 816-***-****
Reference Type: Professional
PAULETTE LONG SAINT LUKES HOSPITAL ACCOUNT SPECIALIST
Phone Number: 816-***-****
Reference Type: Personal
ADDITIONAL INFORMATION
Perfect attendance award (2004)
Outstanding Customer Service Award
Contact this candidate