Racquel Graham

*** ****** ***** ******, ** *****

Tel: 704-***-**** Email: ac35i7@r.postjobfree.com

SUMMARY

Accomplished Support Professional seeking to contribute in the areas of support to front line employees utilizing acquired skills, where I can have a positive effect upon client satisfaction, and the overall development of the company workforce. I have a successful background in providing high level Customer Account maintenance, Coaching, facilitation of information and conflict resolution while maintaining a high level of Customer Service, Billing and Account Reconciliation.

SKILLS

Team building, Personnel Management

Contingency Planning

Adept at new task, organizationally minded, able to prioritize and manage time and resources in a fast paced, detailed environment

Flexible, adaptable, enjoy implementing new and creative concepts and ideas

Strong written and verbal communication skills

Intuitive to the needs of the business to be results driven, being a self-starter with keen attention to details

MS Office, design and content

Conflict resolution

AS400 utilizing ICOMS & CSG billing interface

Salesforce

Excellent Time management skills

100% QC success rate

PROFESSIONAL EXPERIENCE

2012 – Present Charter Communications Charlotte NC

(Formerly Time Warner Cable)

Order Manager –Telesales/MACD Representative

•Administers new hire learning through coaching and hands on training

•Promptly respond to all general inquiries from agents, team members, management, and clients via telephone, email, mail, and fax

•Facilitate and participate in group meetings, providing feedback and ideas as related to departmental and the company's overall business plan

•Responds to business process and tool changes to ensure effective delivery of content. Telephone professional proving trouble shooting assistance, account adjustments, sales and billing

•Verifies that all orders have the correct documents, products, rates, and contractual agreements

•Handles escalated orders as needed to prevent additional delays to customers

•Partners with sales team and order management team about Quality Control standards

2006 – 2012 Time Warner Cable Business Class Charlotte, NC

Order Management Representative

•Processed installation order for phone, video, and internet services for existing and new customers

•Responsible for due date management and providing order reporting with updates

•Verified phone orders through OMSE to track both validations and invalidations

•Utilized Sales Force to manage a queue of orders

•Processed customer transfers and disconnects

2004 – 2006 Time Warner Cable Charlotte, NC

Direct Sales Representative/Telemarketing Sales

•Made door-to-door cable sales presentations

•Presented information for products, services, rates, installation fees, campaigns & special offers

•Followed-up on leads, inquiries, complaints and other messages in a timely manner

•Met productivity standards set by the department

•Kept accurate records with sales reports, sales activity and sales results

EDUCATION

Gaston Community College Dallas, NC

Business Major

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