Customer Service Sales

Tomeica Bynum-Shelton, B.S.

**** ********* *****, ********, ******** 23234

804-***-**** (c) E-mail: ********@*******.***

Objective: Seeking a position within a top industry leader that will enable me to utilize my managerial and

customer service abilities in a responsibility within the business leadership of your company.

Summary: A highly motivated professional with precise attention to detail, outstanding organizational and

analytical skills, creative problem resolution skills, and strong interpersonal skills. Excellent

communication skills with proven leadership ability in challenging situations. I am

adaptive to change and embrace processes and technological improvements. Bachelor of

Science.

PROFESSIONAL EXPERIENCE:

City of Richmond Police Department, Richmond, VA: Department of Emergency Communications

Aug 2008 to Present Communications Officer I-Dispatching and providing police response for Richmond

citizens.

• Answering emergency and non-emergency calls, dispatching calls as appropriate.

• Monitoring alarm systems, data entry, word processing, and performing related

duties as assigned.

• Operating in a 24 hour 365 day operation to assist and provide safety for Richmond

City Police Officers.

• Liason between the citizens of the City of Richmond and the Richmond Police

Department

• Providing public information as it pertains to the citizens to local news sources.

Verizon Communications, Richmond, VA: The 2nd largest Local Exchange Carrier in North America.

Oct 2005 to Present Maintenance Administrator (Call Center ACD Management)-Enforcing and

maintaining service initiative for monthly objectives.

• Acting as a takeover agent in the absence of a team leader.

• Maintaining Employee Database(s) regarding available force as appropriate.

• Scheduling vacations (including half-days, full days, or weeks) on a predetermined

basis.

• Organizes, compiles, retrieves, distributes and monitors reports on daily results

(including MIS, adherence, service quality, sales, collections, and service

provisioning).

• Keeps management apprised of discrepancies in overall office as well as daily

schedule adherence.

• Communicates adjustments (open and closed time) to appropriate employees, as

directed.

• Perform a variety of complex tasks (such as analyzing data and delegating

workloads) which may contribute in advising or facilitating services for use by

others.

• Follow diverse procedures, precedents, and standards under minimal supervision.

• Collaborate with departmental and/or cross-functional team members on

projects/process development with minimal supervision.

• Handle exceptions and non-routine work with minimal supervision; recognizes when

issues need to be escalated.

• Maintain and control access to confidential data and information in files, records,

and/or databases.

Mar 05 to Oct 05 Maintenance Administrator (Repair Duties)

• Acting as takeover agent in the absence of a team leader.

• Receiving trouble reports via computer terminal or directly from customers. Acting

as that customer representative in resolving their problem with other departments and

telecommunications vendors. Screening trouble reports, retesting if necessary, to

determine the steps and action to be taken in routing the trouble.

• Contacting customers by telephone to verify the trouble, to renegotiate appointments

for repair service, to determine that the trouble has cleared prior to dispatch, or for

closeout concurrence to ensure trouble has been cleared.

• Dispatching trouble reports and service orders to appropriate inside/outside

installation and repair forces and receiving close out information.

• Maintaining various trouble report files, prepares technicians’ work activity logs,

updates cable transfer sheets, databases, etc.

• Maintaining current computerized status of trouble reports for wire circuits and

service orders and locations of repair forces and using this data to balance force and

work load.

• Negotiating dates, times, access arrangements, and handle any customers that may be

irate or dissatisfied with our service.

• Monitoring and coordinating cable transfer and cable repair activities.

• Investigating service order problems and errors.

Apr 02 to Mar 05 Consultant-Customer contact agent for Verizon Sales and Service and

Collections operations handling multiple tasks to ensure customer satisfaction.

• Handling requests from existing or new customers or their agents (where applicable)

for installation, disconnection, or changes of telephone systems and services.

• Meeting or exceeding corporate requirements for sales objectives through

identification of customer needs and recommendation of telephone product and

services.

• Discussing, investigating, and resolving disputes, complaints and inquires regarding

customers’ service, billing, rates, adjustments, policies, etc.

• Collecting delinquent bills by telephone, in writing, or in person at a designated

payment center.

• Establishing and assessing customer credit information.

• Meeting or exceeding deadlines that satisfy customer requirements and needs

promptly, accurately and pleasantly, realizing that some customer may be irate.

• Operating a computer terminal, including accessing multiple systems to establish,

update, retrieve customer service data while simultaneously negotiating with

customers and/or company employees.

• Completing clerical activities associated with collection of overdue bills and referral

of accounts to collection agents.

• Preparing and transmitting denials, restorals and disconnects for non-payment.

• Conducting over the phone customer training and providing sales fulfillment

material to the customer.

• Ability to perform in confined working situations for extended periods of time.

May 00 to Apr 02 Maintenance Administrator (Residential Repair)-see above mentioned duties

First Health a Coventry Company, Richmond, VA: A national managed health care company.

Dec 2007-Apr 2008 Senior Customer Communications Specialist/Team Lead

• Serves as a training resource, mentor, subject matter expert and coach particularly

new hires

• Interfaces with customers via telephone, written correspondence, fax, web,

and/or electronic mail to respond to inquiries and resolve concerns, including

those of a difficult and challenging nature.

• Tactfully handles supervisory calls and difficult customer interactions.

• Researches and updates customer information by effectively using the on-line

resource library and Customer Service Console in response to inquiries including,

but not limited to, authorizations, payments, denials, coordination of benefits, and

eligibility.

• Creates, updates and monitors customer service training information. Investigates,

analyzes, and resolves outstanding issues to achieve customer

satisfaction; uses a systematic approach in solving problems through analysis

and evaluation of alternate solutions.

• Performs peer audits including phone quality reviews through the Witness program.

• Monitors and reviews team operation reports including ACD MAX and Customer

Service Console phone reports; effectively uses the tools to drive process

improvements and enhance results.

• Assists with phone scheduling and daily/weekly schedules.

• Maintains phone quality and performance levels while working on

customer-related projects.

• Demonstrates, advocates and reinforces a positive team environment,

professionalism and the need to present a positive image of the company when

interacting with customers.

WellPoint Companies (formerly Anthem): The nation’s leading health benefits company.

July 07-Nov 07 Customer Service Advocate (Unicare Solara Health Plan)-Customer contact

representative handling multiple tasks to ensure customer satisfaction.

• Performs research and analysis, advocating on behalf of customers through whole

case methods.

• Provide full service to members, providers, group administrators, and brokers by

processing health care claims, handling inquiries, and/or performing membership

functions.

• Receives inbound telephone calls or paper and electronic claims from members and

providers.

• Resolves issues for members, providers, group administrators and brokers.

• Analyzes the situation and completes research to ensure no rework or follow-up

issues.

• Applies knowledge of policies and procedures, products, legislation and claims

workflow.

• Interacts with systems to ensure claims are paid or denied based on terms of contract.

• Initiates interaction with other areas to ensure claims are handled properly and

thoroughly.

• Interprets claims to determine primary or secondary liability and recognize when

additional information is needed.

• Makes decisions on claims payment while considering benefit status, provider status,

and impact on Wellpoint, the provider and the member.

• Performs other duties as assigned.

Dominion Energy, Richmond, VA: One of the largest energy producers in the nation providing

electricity, natural gas and other related services.

Jan 07 to Aug 07 Customer Service Center Representative-Customer contact representative

handling multiple tasks to ensure customer satisfaction.

• Performs customer service and/or customer account work for residential customers

in a centralized function.

• Respond to system-wide telephone calls regarding company products,

services and activities.

• Respond to routine inquiries or complaints for residential customers under general

supervision.

• Performs assignments designed to develop work knowledge, skills and abilities

requiring application of policies, procedures, techniques and other criteria in

carrying out all aspects of the job

• Works under established policies and procedures to meet set schedules and system or

program requirements continues to develop the knowledge, skills and abilities to

reach a higher level of proficiency and work complexity.

• Knowledge of the basic concepts of 1) principles of electricity; 2) mainframe and

personal computer applications; 3) general customer accounts, credit policies and

procedures; and their specific applications.

Cavalier Telephone, Richmond, VA: A Competitive Local Exchange Carrier servicing three states.

Apr 99-May 00 Assignment Team Leader-Develop, implement and maintain central office loop

moves and lead a team of 9 direct reports through development and coaching.

• Served as Single Point of Contact (SPOC) between Cavalier Telephones Assignment

group and the former Bell Atlantic (now Verizon)

• Trained and supervised 9 direct reports for 1 year in the Assignment Group.

• Successfully coached and developed 9 direct reports to meet and exceed company

objectives.

• Experience creating employee development plans.

• Moved over 2000 telephone lines from the Virtual Central Offices to the Physical

Central Office hub.

• Built, maintained and assigned loops for telephone service in the Richmond,

Hampton Roads, and Northern Virginia areas.

• Keyed service orders for businesses and worked very closely with outside vendors in

regards to consulting and providing materials, pricing, and guidelines.

• Interfaced with business customers to assure cutover dates and full customer

satisfaction with Cavalier Telephone service.

Education B.S., Norfolk State University, Major: Mass Communications & Journalism

Masters of Urban Studies, Norfolk State University, Major: Counseling, Degree to be

Conferred December 2009. Masters of Education, Strayer University, Major:

Education, Degree to be conferred June 2010.

Skills

Microsoft Office Suite

Microsoft Excel

Microsoft Word

Microsoft Power Point

Microsoft Access

10+years PC Skills

Consulting with Senior Management

Strategic planning

Project Management

Professional Presentations

Contact this candidate