Customer Service Management

Gwendolyn Hall

Durham, NC

******************@*****.*** - 919-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Work At Home Offline Customer Service Agent

Frontier Communications - Durham, NC - February 2001 to December 2016 Responsibilities

Managed Inbound, Outbound Calls and Auto Dialer Calls Used Excellent Customer Service Skills, Computer Skills Microsoft Office Word, Excel and Outlook) Accounting Management Experience

Managed highly analytical transactions and processes Ability to understand and translate programs into order processing details Ability to handle data driven order management

Skilled at maintaining strong working relationships with external/internal and Vendor support functions and / or customers

Proven ability to work in a fast-paced, environment Strong written and verbal communication skills

Demonstrated the ability to manage and complete multiple tasks/projects simultaneously Provided constructive feedback and possible Quality Error Act to Supervisors and Representatives regarding order management errors made by representatives

Daily use of Workforce manager, Sales Force and other Apps Shipping and Receiving Management with internal departments/Vendors Issued Adjustments and Credits to customers accounts with billing discrepancies Maintained spreadsheet of Credits and Adjustment issued and Credits that needed supervisors approval Accomplishments

Team lead for several projects

Phlebotomist Urine Drug Agent

Center For A Drug Free Workplace - Durham, NC - January 1999 to February 2001 Responsibilities

Documented Urine and Blood test results

Contacted Employers of results of Clients test results Used Chain of Custody to ship specimen to facility for readings Inventory Control

Packaged,Labeled and Inspected specimen in front of client for shipping Answered Calls provided directions or information needed for collection Verified Information with client during registration Processed payment if needed for testing

Venial Punctures and various tests for clients in a controlled groups for company processes Used proper hand washing technique

Properly disposed needles and various items used per policy EDUCATION

Communication

Durham Technical Community College - Durham, NC

1999 to 2001

Communications

Winston-Salem State University - Winston-Salem, NC December 1997 to June 1998

ADDITIONAL INFORMATION

SKILLS

Customer Service, Data Entry (10+ years), Research (10+ years), Account Management (10+ years), Billing

(10+ years), Supply Chain Management (2 years), Excel (10+ years), Documentation (10+ years), Vendor Management (6 years), Vital Signs (2 years), File Management (10+ years), Lotus Notes (10+ years), Networking (10+ years), Quality Assurance (10+ years) SYSTEMS/APPLICATIONS USED

Salesforce (6 years) DPI (6 years) Equifax (10+ years) Axiom/Poet (6 years) eCustomer Care (6 years) Orbit Gateway(Collections) (6 years) CSS (Past Debt)(15 years) Viryanet (Repair)/Trouble Tickets (10 years) WFM

(6 years) Internet Portal (15 years) Avaya (15 years)

Contact this candidate