Service Customer

Alicia Wilder

Email: *********@********.***

Address: **** * ****

City: Milwaukee

State: WI

Zip: 53216

Country: USA

Phone: 414-***-****

Skill Level: Experienced

Salary Range: $50,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Alicia D. Wilder

4245 North 29th Street *********@********.*** Evening: (414-***-****

Milwaukee, WI 53216 Mobile: 414-***-****

PUBLIC ADMINISTRATION

Policy Compliance Customer Satisfaction Training/Mentoring Project Management

Demonstrated leadership, planning, project management, and training expertise with a 20-year career that includes corporate, not-for-profit, and military logistics positions.

Distinguished by the ability to effectively multi-task, solve problems, and be flexible to changing priorities in fast-paced environments.

Strengths in the development/implementation of workflow and prioritization strategies that have delivered productivity gains and increased customer satisfaction.

Competencies include

Policy Compliance/Contractual Obligations

Written and Verbal Communications

Public Speaking

New-Hire Training

Microsoft Office Applications: (Word, Excel, Access, Outlook) Service Coordination

Inter-Departmental Communications

Self Management

Mentoring/Coaching

Data Entry, Coding, and Accurate Posting

Funds Management

PROFESSIONAL EXPERIENCE

JOHNSON CONTROLS, INC. - Milwaukee, WI 2006 to Present

National Customer Service Specialist I 2011 to Present 2011 to Present

* Participates in managing planned and unplanned service requests by performing constant analysis, assessment and course correction.

* Participates in managing financial health of the business through cost control, accurate invoicing and accounts receivable.

* Assists the team with the on-time planned service contract renewal and change order process. Enters contract information into booking systems. May assist management in output reporting for accurate forecasting.

National Billing Coordinator 2007 to 2011 2007 to 2011

Review and interpret completed service information and customer account details. Audit, format, and release data to accounting system for invoicing. Work directly with customers to resolve any questions, and obtain necessary documentation.

Work closely with National Field Coordinators to ensure reported job costs are followed up and completed in a timely manner.

Manage the flow of labor and material costs through the service management systems. Research and reconcile unaligned costs. Assist supervisor in forecasting labor and material revenues.

Collaborate with National Customer Business Managers to resolve any receivables issues. Make decisions concerning appropriate follow-up actions and process invoice credits/re-bills.

Maintain customer account information relative to special billing conditions, tax status, invoice approval contracts, and special billing rates.

National Field Coordinator 2006 to 2007

Manage inbound service requests (up to 5,000 per day) from strategic accounts including Wal-Mart, Target, and CVS Pharmacies.

Troubleshoot issues, evaluate contractual obligations, and establish appropriate action plans and priorities.

Understand corporate business offerings and use a complex service management system with 12 applications to respond effectively to customer needs and document service requests.

Research/audit service requests and processing credits.

Assist account managers with completion of proposal documents, customer value reports, and renewal letters.

Follow through with all open service requests to ensure customer satisfaction and support top-line revenue generation.

Selected as one of only 4 out of 150 in department to mentor new team members and guide peers on correct processes.

JP MORGAN CHASE - Milwaukee, WI 2004 to 2006

Remittance Processing Associate

Prepared checks for account processing; ensured proper coding and attained 90% or better accuracy. Completed daily duties within strict time deadlines.

Followed through with commercial customers to ensure high customer satisfaction.

MILWAUKEE JOB SERVICE SOUTH - Milwaukee, WI 2003 to 2004

Disabled Veterans Outreach Assistant/Work-Study Program

Coordinated with local employers and government agencies regarding veteran benefits.

VETERANS AFFAIRS REGIONAL OFFICE - Milwaukee, WI 2001 to 2002

Veterans Service Representative

Corresponded with veterans and advocates on disputed pension or compensation claims. Provided legal briefs to veterans.

EDUCATION

Bachelor of Science Public Administration 2005

UPPER IOWA UNIVERSITY

MILITARY

U.S. ARMY RESERVE 1985 to 1987

Logistics, Supply Chain Specialist

Prepared supply records for 1,500+ items valued at $25+ million.

Traveled throughout region helping units develop compliant programs.

Obtained secret security clearance.

COMMUNITY SERVICE

LEE HOLLOWAY CAMPAIGN 2000 to 2004

Voter Rights Educator

Contact this candidate