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Customer Service Representative

Atlanta, Georgia, United States
January 23, 2018

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Pansy L. Caridine

**** *** **** ****, ** #E

East Point, Georgia 30344



COX COMMUNICATIONS - December, 2017 – January, 2018 Work-At-Home Tier 1 Customer Support – Cable Industry Position involves being a part of a supportive service-oriented team that engages in real-time trouble shooting with customers to resolve technical issues in a WAH call center environment. Responsible for educating residential Cox customers about the installation and use of products. Respond to inbound customer questions, problems, and requests regarding account balances, service additions, billings/payments, or other general or account-related services. Responsibilities also include maximizing opportunities to sell additional or upgraded services to customers as available, while providing a quality customer experience.

DONNELLY COMMUNICATIONS, INC./PROCORE- Atlanta, GA Call Center/Customer Service Representative – Inbound: November, 2016 to July, 2017 Call Center/Customer Service Representative – Inbound: October, 2012 to April, 2016 Responsibilities include receiving calls for clients and national advertisers requiring toll-free numbers answered 24- hours a day for consumers who wanted to place orders from catalogs or from websites. Clients included Coach, Coach Outlet, Paul Fredricks, Stuart Weitzman, Duluth Trading Company, Griots Garage, Hobby Builders Supply, Gander Mountain, Overton's, Ross Simons Fire Mountain Gems, First Street, Foot Smart, EWTN Religious Catalog and more. In addition to receiving calls and placing orders via phone, inbound calls included a business triage with Procore from customer's calling to make payments and report power outages for HECO (Hawaiian Electric) LCEC (Lee County Electric Co-Op in Florida), and WAKE electric out of North Carolina. This position required enthusiasm, excellent telephone and writing skills, patience with excellent listening skills, and savvy computer skills to maneuver thru several computer screens and applications in a timely and accurate manner for quality assurance purposes. Additional duties included:

• manage and resolve customer complaints

• research required information using available resources

• provide customers with product and service information

• enter new customer information into system

• update existing customer information

• process orders, forms and applications

• identify and escalate priority issues

• route calls to appropriate resource

• follow up customer calls where necessary

• document all call information according to standard operating procedures METROPOLITAN ATLANTA RAPID TRANSIT AUTHORITY-Atlanta, GA Accounting Specialist: January, 2000 to September, 2011 Responsible for effectively providing financial, administrative and clerical services in order to ensure effective, efficient and accurate financial and administrative operations and support in The Accounts Receivables Section. Utilize and maintain a working knowledge of the Authority’s policies, procedures, guidelines and government practices related to specific functions or sections of the Office of Accounting.

• Receive, verify and batch daily cash receipts from all revenue centers generating from breeze cards, ride stores, passenger revenue, parking, garages, special services, conventions and money room.

• Verify accuracy and edit cash receipts for data entry input into the Oracle Accounts Receivables System. Approximately 7000 cash receipts are processed annually.

• Enter and print accrual reversals report and batch listing report.

• Enter and print commission sales report and batch listing for newspaper vendors.

• Maintain, file and update accounts receivable documents after month end close for internal/external customers and auditors’ review.

• Meet monthly closing deadlines to produce financials for Senior Staff and Board Members.

• Meet annual year end closing requirements while assisting external auditors in gathering essentials financial information to produce the Comprehensive Annual Financial Report.

• Other tasks, projects and assignments delegated by upper management. METROPOLITAN ATLANTA RAPID TRANSIT AUTHORITY-Atlanta, GA Accounting Assistant: January, 1994 to January, 2000 Provided administrative support to the Director of Accounting which included monitoring, intercepting and resolving matters of a routine nature.

• Scheduled meetings and appointments. Prepared agenda and necessary documents for weekly staff meetings with Managers and Supervisors.

• Responsible for working with and providing support to external auditors during year end closing.

• Kept schedule and made travel arrangements for Directors and Managers.

• Maintained filing system for immediate area of control, usually involving extremely confidential.

• Composed and drafted internal/external forms, documentation, letters and authority-wide e- mails.

• Processed incoming and outgoing mail distribution to proper branches.

• Assisted in special projects when necessary in Payroll Section ensure timely distribution of payroll checks and W2 Forms.

• Worked at train stations when necessary as a Station Agent during high volume ridership due to major events and conventions and holidays.

• Other assignments and tasks as requested by Director of Accounting. METROPOLITAN ATLANTA RAPID TRANSIT AUTHORITY-Atlanta, GA Secretary/Word Processor: January, 1990 to January, 1994 Contract/Clerical Pool

• Clerical support for both Recruiting and Benefits Branch of Personnel.

• Greeted visitors, screened phone calls, processed incoming/outing going mail.

• Composed/edited correspondence and reports.

• Maintained filing system sorted and filed documents according to system.

• Responsible for typing and posting internal jobs and typed offer letters.

• Back up receptionist that included greeting applicants and visitors and providing information on the employment process.

• Scheduled interviews and administered software testing for applicants applying for clerical pool.

• Stamped and sorted benefit claims.

• Assisted benefit representatives with open enrollment and various insurance forms.

• Other assignments and tasks as requested by both branches. KEY RESULTS:

• Researched and solved account problems and corrected invoicing and errors.

• Operated financial systems on computers and furnished requested information with accuracy, user- friendliness and timeliness.

• Handled the processing, distribution, accuracy verification and maintenance of invoices, communication with employees, vendors and suppliers.

• Met monthly and year-end closing schedule deadlines to complete and produce monthly financials and Comprehensive Annual Financial Report. Technology Summary

MS Office (Word, Excel, PowerPoint) Oracle HRIS Web Timesheet EDUCATION & CERTIFICATE

JOSEPHINUM, Chicago, IL, - General Studies - Graduated: June, 1978 ATLANTA AREA TECHNICAL SCHOOL, Atlanta, GA-Information Processing Specialist – Graduated, June, 1990

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