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Customer Service Technician

Location:
Milwaukee, Wisconsin, United States
Posted:
May 30, 2018

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Resume:

Michelle Zamora

**** * ********* **

MILWAUKEE, Wisconsin 53213

414-***-****

ac5oqy@r.postjobfree.com

PROFESSIONAL SUMMARY

I am a self motivator and always looking for a new challenge in life. I excell in everything I set my mind to. My passion is and has always been animals. I have some summer experience with livestock as well as with my own personal animals. I know I could bring a great amount of drive and experience to any analytical setting.

SKILLS

I am results driven, resourceful, creative, successful at multitasking and skilled at problem solving. I have a passion for developing individuals and assisting companies in achieving success. I have knowledge in the following databases ICOMS, Cabledata, ARRIS, Penguin Data, and ACSR.

I am also knowledgeable in Microsoft Word, Excel, and Access. WORK EXPERIENCE

5/2013 to

5/2018 AXS POINTS LLC

New Berlin, Wisconsin

Billing Coordinator

• Oversee invoices paid to us by Spectrum and Comcast and look for any billing errors.

•Utilizing multiple billing systems ICOMS and ACSR communicate any shortcomings to each company via Microsoft Excel spreadsheets assuring we were being paid accurately and fairly.

• Collect and document all cash on delivery payments that were given to the technicians during the instillation. I then prepared them for deposit and delivered them to the accounts receivable department at Time Warner Cable.

•Researched any discrepancies with missing COD between technician Time Warner Cable and customer.

• I was in charge of training all the technicians on the multitude of billing codes used to correctly bill out a job.

•This training was done on an ongoing basis weekly. All techs reported to me any shortcomings they had in any of their billing payouts. 3/2006 to

4/2013 Time Warner Cable

Milwaukee, Wisconsin

Quality Assurance Invoice Technician

•Oversee vendor invoicing to confirm the company is charged appropriately for services in accordance with project scope and customer order.

•Order materials for over seventy five technicians.

•Developed and managed a system in which close out codes triggered an estimated parts order for the week.

•Monitored contractor invoices, compared services provided to customer via the ICOMS database, insured proper payment, and eliminated overpayment to all of our contract vendor companies.

•Met with contractors weekly and provided ongoing training to conform to Time Warner Cables company standards and objectives.

•Reconciled all lost and missing equipment with all vendor contractor companies.

•Provided weekly payment invoices for all contractor companies to our finance group for payment.

11/2002 to

3/2006 Time Warner Cable

Milwaukee, Wisconsin

Lead Representative Customer Service

• Check to ensure that appropriate changes were made to resolve customers' problems.

• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

• Assist in the managing of a team that consisted of over twenty customer service representatives.

• Give direct support for the ICOMS billing system, resolve customer issues, and provide communication between all departments to resolve any issues.

• Create daily reports to management showing the performance of the teams phone stats and sell in rates utilizing Microsoft Outlook and Excel.

• Maintain a positive work environment to achieve top performance within the call center.

• Have the ability to handle numerous issues at one time with a timely resolution.

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

• Determine charges for services requested, collect deposits or payments, or arrange for billing.

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Refer unresolved customer grievances to designated departments for further investigation.

• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

• Solicit sales of new or additional services or products. 3/1997 to

11/2002 Time Warner Cable

Milwaukee, Wisconsin

Account’s Receivable

•Responsible for aspects of accounts receivable activities in the Western Operations.

•Overseeing an intake of approximately six million dollars in revenue.

•Balanced and counted down cash drawers preparing them for deposit.

•Reported to accounting via the S-4 report using Microsoft Excel.

•Posted batches and payments to customers accounts.

•Researched all misapplied payments.

•Communicated with the bank any lockbox or deposit discrepancies. CERTIFICATIONS, LICENSES, AWARDS

I was nominated and selected for a national award at Time Warner Cable known as the Total Quality Service Award in 2006.

I had achieved over 6 years of perfect attendance during my 16 years at Time Warner Cable. EDUCATION

8/1988 to

5/1992 Wisconsin Lutheran High School

Pre College with an emphasis in science

High School Diploma

Scholarship for the marine biology program at UW Superior and Texas A&M.



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