Resume

Sign in

Customer Service Representative

Location:
Homewood, Illinois, 60430, United States
Posted:
February 28, 2018

Contact this candidate

Resume:

Tikina Dee

***** ******** *** *****: 708-***-****

Homewood, IL 60430 Email: ac4nfr@r.postjobfree.com

Professional Profile

Over 15+ years of excellence in the telecommunications industry, customer service, client relations and business management skills.

Ability to convey complex, technical concepts into understandable language and provide exceptional customer service.

Proven track record of bringing people, process and technology together to deliver value to businesses.

Exceptional project management and strategic decision making skills, with the ability to guide and support teams, building relationships and exceeding team goals.

Experience working across technical and non-technical teams, communicating effectively, demonstrating successful business enhancements and expertise in all executive positions.

Seasoned leadership and budget oversight and implementations, with cost saving results and experience in public relations with outside business partners, vendors and internal staff guidance.

Key Areas of Expertise

Telecommunications Expertise

Call Center Skills

Customer Experience

Team Building

Planning & Allocation

Team Management

Excellent Client Relations

Business Operations

Workforce Management

Customer Order Management

Retail Accounting

Budgets and Operational Expertise

Sales and Strategy

IT Skills and Operations

Budgeting and Planning

Professional Experience

ADVACARE SYSTEMS, CHICAGO, IL August 2016 – PRESENT

Corporate Trainer

Facilitate new hire and incumbent training for the company.

Update and corrected training job-aids and web-based training databases.

Monitor calls for accuracy and to determine if additional training is needed.

ADVACARE SYSTEMS, CHICAGO, IL JUL 2015 – August 2016

CUSTOMER SERVICE REPRESENTATIVE

Process via customer requests inbound calls, delivering exceptional service and customer care.

Make recommendations and verify orders for medical equipment, providing analytical decision making and streamlining of procedures.

Maintain customer information, and offer 1st call resolution for company.

COMED, OAK BROOK, IL MAR 2011 – JAN 2015

CUSTOMER SERVICE REPRESENTATIVE

Handled customer inquiries, leading in short response time and excellent service.

Utilized CIMS to process customer accounts and adhered to schedule provided by management.

Followed guidelines set by company to improve the customer experience.

Provided premier customer service to both internal and external customers.

AT&T, CHICAGO, IL SEP 2002 – JUL 2009

MANAGER CUSTOMER SERVICE

Served as liaison between marketing and service representatives.

Oversaw a team of representatives to ensure all metrics were exceeded, providing team leadership, management oversight, in reaching goal milestones.

Assisted with implementing policies and procurers, assuring all staff were fully trained.

SENIOR TRAINING MANAGER

Trained both new hires and incumbent employees on company products, policies and changes.

Facilitated initial training classes for new hires on the credit verification process.

Update and corrected training job-aids and web-based training databases.

MANAGER CONTACT BILLING

Facilitated contract billing disputes by conducting audits.

Used billing systems and programs to research accounts.

CUSTOMER ADVOCATE

Conferred with customers via telephone to provide information about products or services, enter new connect orders, suspend or restore orders and cancel accounts.

Assisted customers with billing and order questions, excelling in customer care relations.

Negotiated and processed customer service orders using multiple systems.



Contact this candidate