Customer Service Sales
Resume:
757-***-****(H) Hampton, VA 23669
(706) 394-
0086(C)
E-mail: ******.******@*****.***
Enjoli Chanel Cooper
OBJECTIVE: To obtain a position that will allow me to utilize and further
develop my accounting, technical and customer service skills.
EDUCATION: University of Phoenix, Accounting Degree, Anticipated
Graduation 2012
EXPERIENCE:
Hotel Clerk and Night Auditor
March 2010-Present Best Western
Hampton, VA
. Managed customer service desk: handled refunds, reservations,
checkins/outs.
. Balanced cashiers tills and office at the end of the night.
. Correctly completed paperwork to begin new day.
Business Customer Care Lead
November 2008 -January 2010 Knology, Inc.
Augusta, GA
. Repeated Gold, Silver and Bronze medalist at Knology for statistically
proven continued customer service excellence.
. Handled any escalated issue that cannot be handled by a team member.
. Took escalated calls when a customer asks for a supervisor.
. Trained or coached team members on new items.
. Trained new members that enter the department.
. Assisted management in monitoring stats and errors.
. Walked the floor and answering any questions from team members.
. Assisted high profile Business Customers that are only to speak to
management.
. Acted as a liaison between team members and other departments
including but not limited to managers.
Business Implementation Specialist
. Responsible for ensuring a smooth, hassle free installation for all
Knology PON customers for all divisions. Beginning with passing each
PON customer through the PART (lotus notes) database, by ensuring the
correct piece of equipment (MRV or ONU) is being ordered for design,
depending on the Services being offered.
. Responsible for making sure all contracts are signed, correct services
are being offered, the pricing on the contract matches the pricing in
the USHA system.
. Responsible for making sure the design engineering has submitted is in
the correct
HUB/Node, and the correct equipment was sent. (MRV or ONU)
. Responsible for ordering any equipment associated with the
products/services the customer is receiving. If the customer is
getting a Channel bank or PRI, this equipment has a 14 day window to
order. So these must be ordered way in advance of requested
installation date.
. Responsible for making sure construction will have permits and work
completed prior to installation date. And rescheduling the customer's
installation date if construction runs into any delays. Once
construction is complete, responsible for making sure network has the
fiber ran, light is on the fiber and the fiber has been spliced.
. Responsible for making sure Transmission has put the allotted
equipment (ONU) into testing to make sure the equipment runs clean or
is a good piece of equipment to ensure the customer
. Responsible for relaying to the customer, the customer's vendor and
all departments (Sales Managers, Sales Supervisor's, Sales
Coordinators, Account Executives, Construction, Engineering,
Switching, Data Support and Transmission) any changes in scheduling,
general issues or concerns that may come to light during the entire
installation process.
. Responsible for making sure Knology can accommodate the request and
services the customers are asking for by going over every detail of
the sales order, to include call flows, equipment, date and time of
installation, email addresses, correct addresses, correct after hours
contact information, business hours, vendor information and
understanding of services on a scheduled conference call. All issues,
comments or concerns that Knology or the Customer and their vendors
have are addressed on this call to ensure everyone has a clear
understanding when the installation date arrives.
. Responsible for making sure Telephony and Order Entry have all
necessary information to process the Order in a reasonable amount of
time.
. Work closely with Knology's Data Network Support group to ensure the
technician has received the necessary configurations to turn up the
services, to ensure the customer and their vendor have received the
requested amount of static IP's and any service issues that may arise
at the installation of services.
. Work closely with Knology's Matrix Provisioning group to ensure the
customer's call flow and rollovers have been accurately built so on
installation date the services have been pre-recorded. Also working
closely with them to make any last minute changes the customer may
request during installation.
. Work closely with Knology's Switching department to build the
customer's equipment if a Channel Bank or PRI is ordered. Making sure
switching has the correct documentation to build the equipment so
there are no errors at the time of installation, also working with
Switching to troubleshoot any T-1 issues that may occur while the
technician is onsite.
. Responsible for making sure the Knology Pon/Transport technician is
onsite at the business at the agreed upon time and responsible for
initiating the turn up of the Knology Services.
. Responsible for making sure the Business Coordinator can start billing
the customer once all services have been confirmed as working.
. Responsible for making working any cases that may come through
concerning PON, Matrix over Fiber, Matrix over Cable Modem, Virtual
Office, or MRV conversions. These cases can include basic
troubleshooting, explaining features or general questions.
. Responsible for working all Static IP service orders for All customers
including HFC customers to make sure these customers receive their
static IP within 24 hours after request was placed.
Business Telephony Coordinator
July 2008 -November 2008 Knology, Inc.
Augusta, GA
. Repeated Gold, Silver and Bronze medalist at Knology for statistically
proven continued customer service excellence.
. Responsible for submitting for the port of telephone numbers into
Knology. Working closely with At&t and other carriers to port
customers within the time limit specified. Occasionally expediting a
port for customers needing immediate installation.
. Responsible for porting customers over to Knology by using the SOA
database.
. Responsible for ensuring a correct directory listing information for
customers in the yellow pages. Working closely with the Account
Executives, AT&T and the customer to ensure they are listed in the
correct category and on time.
. Responsible for the annual review pages of each division to ensure
customers that have disconnected are removed from the yellow pages,
customers who have changed their telephone number or want to be listed
in another category are changed and ensuring new Knology customers are
entered correctly.
. Responsible for Sioux Falls and Rapid City South Dakota toll free
number ports for customers porting into or out of Knology. And also
disconnecting toll free numbers upon request or non pay termination.
Business Customer Care Order Entry Back-Up
. Responsible for understanding Business customer's contracts and entering
the Business Order into the USHA system accurately. Making sure pricing
matches with what the customer signed for. Assuring all discounts are
applied and contract term agreements are accurate.
. Responsible for working closely with the Business Sales Coordinator and
Account Executives to determine pricing, products, features, packages and
services Knology provides.
. Responsible for scheduling business technicians to the business site with
the correct amount of alloted time on the site survey and dispatching the
correct amount of technicians to ensure a fast and efficient install.
. Responsible for assisting Business Customer Care Representatives with
locating and explaining contracts, rescheduling business installations and
adding features.
Business Technical Support Representative
September 2006 -July 2008 Knology, Inc.
Augusta, GA
Technical Support Representative
December 2005-September 2006 Knology, Inc.
Augusta, GA
. Repeated Gold, Silver and Bronze medalist at Knology for statistically
proven continued customer service excellence.
. Provided excellent customer service and technical support for billing,
cable/phone service, internet issues, and troubleshooting resolutions
for Knology Business/Residential customers.
. Preferred individual to train new employees on procedures for billing,
service, and internet issues.
. Assisted customers with internet connection issues (LAN, TCP/IP, etc),
software, operating systems, configuration, usage, and general
internet questions.
. Set up e-mail and web space accounts, issue static IP addresses.
. Troubleshot customer IP address issues with NetOPS.
. Assisted customers with Outlook and Outlook Express setup.
. Ensured customers phones rollover properly with correct features.
. Troubleshot cable modems and popular routers (Linksys, Netgear, D-
Link, Belkin, U.S. Robotics).
. Processed payments and payment plans in the appropriate manner.
. Created accounts and/or add products such as Toll Free Service,
Intelliring numbers, etc.
Billing and Service Representative for Knology
July 2005-December 2005 Norrell Staffing
Augusta, GA
. Handled high volume of technical/customer service calls and solved
problems and concerns quickly.
. Assisted customers with complex billing inquires (incorrect bills,
past due, and issue credits) using Clarify and USHA systems.
. Troubleshot and scheduled service calls for cable/telephone issues.
General Laborer
March 2005-July 2005 Norrell Staffing
Augusta, GA
. Fed paper into machines.
. Worked on assembly line
. Worked Contract jobs on and off.
Technical Support Representative
August 2003-June 2004 Sitel Corporations
Augusta, GA
. Served as a telephone expert to customers by handling billing product
and
service inquiries.
. Handled complaints/ requests in a manner that satisfied the customer.
. Sold a variety of telecommunications products and services.
Hotel Clerk, Bookkeeper, Shift Lead, and Night Auditor
November 2001 - August 2003 Jameson Inn
Waynesboro, GA
. Managed all employees on the floor.
. Coordinated employee breaks and lunches.
. Managed customer service desk: handled refunds, reservations,
checkins/outs.
. Balanced cashiers tills and office at the end of the night.
SKILLS:
Microsoft Windows XP
Microsoft Windows 2000 Professional
Microsoft Windows 2000 Server
Microsoft DOS
Microsoft Office Products
Microsoft Visual Basic
Peachtree Accounting
Advising People
Analyzing Data
Finding Information
Handling Complaints
Handling Detailed Tasks
Planning Agendas
Updating Files
Writing Reports
Organizing Tasks
Prioritizing Work
Meeting People
Checking for Accuracy
Imagining New Solutions
Proposing Ideas
Adapting to New Procedures
Investigating Problems
Managing People
Selling Products
Teaching and Training
Contact this candidate