Customer Care Manager

Roxann Jeffers

***** **** **.

Tallahassee. Florida (32311)

(Cell): 850-***-****

Summary: Proficient in most Microsoft software, trouble-shooting most computer issues, kept computer servers up and running. I used a PBX phone switch-board, strong background in a telecommunications/wireless customer care. Senior Team Lead, enhancing customer care, managing process, developing and coaching team members. I have a strong attention to detail, management of inter-carrier portfolio performance and national accounts. I have the ability to use excellent judgement, research and network to obtain answers and problem solving.

January 2015-October 2017-New South Systems Inc.-Office Manager

The responsibility was to process accounts payable, accounts receivable, payroll, invoicing, and cover all phone lines.

May 2004-December 2014: PeopleSouth Bancshares-IT/Operations department

The responsibility is to keep computer systems operational, keep the work flow running, update the systems on a daily basis, oversee the processing of all incoming work from the 19 branches on a daily basis.

Update computer systems on a daily basis with the present day's activity, Manage the workflow from 22 branches, Trained new employees in the Operations department, Processed OFAC, Credit Bureau, Child Support, FINCEN, Tax Match, Maintained the computer servers in the IT department, Run Backups, Created Instruction Manuals, Troubleshoot any employee issues with computers and logins, Created and maintained the website, Processed all incoming emails from the website and internet banking, Problem-solving and multitasking skills, Maintain email servers

1998-Jan 2004-Cingular Wireless-Team Leader-Inter-carrier National Accounts Coordinator

The main responsibility was to manage the inter-carrier accounts and its processes. Interface with all levels of management, cultivate relationships with other wireless carriers, administer and manage Global Accounts customers. Coordinate the processes to activate wireless service in Cingular and non-Cingular markets, Advice global/national accounts sales reps on equipment, rate plans & negotiate rate plans, Train new employees, Created Time and Motion Productivity analysis study to measure performance and welfare

1992-1998-Century Telephone-Administrative Support

The responsibility was to support the billing and inter-carrier services department, answer the multiline telephone system, setting up accounts in billing system, prepare vouchers, requisitions; consolidated billing for companies and ensuring payments were made. Managed the process of planning the development of projects, including timetables, tracking and statistical documentation, Provided attention to national accounts via, activations, deactivation, and rate plan changes, billing research and esn changes, Produce statistical reporting identifying the number of activity as well as organization charts, training manuals and maintained database

Training & Education

On the job training-PeopleSouth Bancshares

Team Leader Certificate-Skill path seminars, cross-training team members-Cingular Customer Care

Communication & Presentation skills-Skill path seminars, Delta Ouachita Regional Technical Institute

Accomplishments

Created the PeopleSouth Bank website

Implemented training manuals

Developed inter-carrier procedures for Cingular national accounts

January 2001-First employee recognized as Employee of the Month

References

Rick Thursby 229-***-****

Terrill Parham 850-***-****

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