Customer Service Specialist

Faedra Rogers

C: 954-***-**** *******.*****@*****.***

linkedin.com/in/faedra-rogers-5808017b

SUMMARY

I have over 12 years experience in Customer Service, Technical Support, and Call Center environments. I adapt quickly to resolve issues and complaints. I'm goal oriented and resourceful. I have excellent communication skills interacting with customers and team members throughout entire shift; maintaining good interpersonal relationships, management, and leadership and organizational skills. WORK HISTORY

Target, Plantation, FL, Aug 2017 - Current

Sales Floor Associate:

• Managing time between keeping the sales floor clean and putting away items that need to be put back.

• Answering phone calls into the store and assist guests or field to correct dept.

• Communicate with teammates and leadership to achieve goals. ECOVA, Spokane, WA, March 2014 - July 2017

Account Rep:

• Open/Close commercial utility accounts and establishing rapport with 3rd party vendors.

• Active participation in client conference calls.

• Build and maintain billing and progress reports for weekly/monthly updates to the client.

Billing Specialist:

• Monitor and utilize several billing functions for multiple clients; e.g. patterns in billing from utility companies to avoid disconnection of service.

• Keeping other Specialists within the group on-task to complete daily goals.

• Negotiating late fees on utility bills.

• Taking on projects when necessary.

• Process Improvement.

Market Analytics Specialist:

• Identify and resolve unusual cost and consumption patterns, discrepancies, with Water, Gas, and Electric usage. As well as determine areas of savings for the client.

• Ensure follow-ups, emails, and correspondence with vendors and clients are complete and/or responded to in a timely manner.

• Analyze utility bills using a firm understanding of the client and their industry, weather related usage patterns, market-related changes, and internal audit process.

MERCHANT E-SOLUTIONS, Spokane, WA August 2010 - January 2014 Level 1: HelpDesk:

• Front Line customer service.

• Credit Card Processing, billing, troubleshooting, and credit card compliance assistance.

• PCI Compliance assistance.

Level 2:

• Subject Matter Expert (SME).

• Team Lead Assistant.

• Handling small to large projects for Commercial Clients or internally for the company.

• Process Improvement Development.

Account Retention Specialist:

• Retaining commercial accounts and negotiating with business owners. Educating on pricing structures.

• Adjusting pricing when able.

• Upselling products by asking probing questions and finding the clients needs.

BANK OF AMERICA MERCHANT SERVICES, Spokane, WA, Feb 2008 - Nov 2009 Terminal Reprogramming Tech:

• Outbound only calls, anywhere from 40-70 calls in a day. Contacting merchants to update their credit card terminal software or debit pin pad to meet Visa/MasterCard security regulations.

• Technical troubleshooting.

• Upselling equipment when appropriate.

ADDITIONAL SKILLS

• Quick learner

• Reliable

• Microsoft Office Proficient

EDUCATION

Highschool Diploma, Milwaukee, WI

May 2002

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