CENDA L CRAWFORD

**** ** ***** ******

Durham, NC 27704

Home 919-***-****

ac25p9@r.postjobfree.com

PROFESSIONAL EXPERIENCE

1997–2017 Frontier Communications, Durham NC

Senior Clerk, Centralized Invoicing

Track Invoices for vendors and contractors.

Submit invoices to supervisors for approval.

Log Invoices in Excel.

Key Invoices and submit to accounts payable for payment.

Handle inquiries via phone or email from contractors and vendors.

Correspond via phone or email with Frontier personnel.

Log material for work orders in MTS.

1997-2015 Service Request Representative

Process phone, internet, TV and F-Secure orders for Take the Lead.

Process Third Party Verification(TPV)

Process Stage work (fall out or discrepancy orders)

Process Modem Request for internet.

Assist customers with accessing online accounts.

Process bill payments.

Process customer correspondence.

Process adjustments for billing.

Processed request in PC to establish basic residential and complex phone service such as business, DSL, Coin, 2 and 4 wire UNE Analog and Digital Loop, Local Number Portability, Centranet, ATM, Integrated Services Digital Network. Basic Rate Interface. Integrated Services Digital Network-Primary Rate Interface, DS1/DS3.PBX Trunks, Digital Channel Service, Direct Inward Dialing, Direct Outward Dialing, Direct Inward Outward Dialing, Frame Relay, Local Interim Number Portability, Routing Index Portability, Remote Call Forwarding, trafficking and Line share.

Responsible for fallout orders in PC

Correction of Local Service Requests when returned from the ILEC for additional information.

Utilize Line Conditioning Matrix, on line Due Date Calendar Job Aid, and On

line Circuit ID request Job Aid.

Interface with Verizon Wholesale National Market Center contacts regarding the

Local Service Requests.

Responsible for verification of the end-to-end provisioning process for DSL

activation.

Provide Customer Service regarding order status and billing.

Assist on numerous projects.

Acted as In-charge person for up to 20 associates.

Recognize as a Team Lead and a SME.

Received recognition award for exemplary customer service.

Received several recognition awards for going above and beyond the call of duty.

Received recognition award for setting an example for co-workers.

Portability, Remote Call Forwarding, trafficking and Line share.

Handled phone inquiries from other local service providers regarding order status,

discrepancies, expedites and escalations.

Handled phone inquiries from other Verizon personnel.

Assist the quality team with writing the Method and Procedures for approximately 200 associates.

Assist on conference calls.

Trained approximately 30 associates to process and write service orders.

1994-1997 Coastal Healthcare, Durham NC

Patient Relations Representative

Verify and process insurance claims while keeping in compliance with federal and state laws for filing claims.

Handle phone and correspondence inquiries from patients, insurance

companies, physicians and attorneys regarding the ER physician bill.

Communicated with billing Coordinators, Federal agencies to expedite claims

and payments in a timely and efficient manner.

1996-1997 Collection

Assisted customers with payment arrangements for ER physical bill.

Verify and process insurance claims while keeping in compliance with federal and state laws for filing claims.

Processed payments for ER physician bill.

Perform skip trace to contact delinquent customers.

Report delinquent accounts to the Credit Bureau.

1993-1994 GTE South, Durham NC

Customer Billing Representative

Investigate and verify phone bill payments.

Handled telephone billing inquiries from customers.

Assist local phone companies and long distance carriers with bill inquires.

Assisted customers with payment arrangements.

Handle credit and debit adjustments.

EDUCATION

Rutledge Business College, Durham NC - Word Processing and Modern Secretarial (1986)

Dean’s List.

ACTIVITES

Represent hourly employees as a Union Steward.

REFERENCES

Rhonda Simpkins 919-***-****

Fay Cheatham Brown 919-***-****

Quan Gerst 919-***-****

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