Service Representative Customer
Resume:
David R. Snyder
email: ********@*********.***
Personal
Mature, professional and experienced looking to secure a job where my talents, knowledge and skills would be beneficial. I enjoy extensive interaction with customers. I strive to let them feel they are the most important to me. Multitasking, self motivated, self-managed, and eager to solve problems I thrive on building success with team members or customers.
Experience
Directory Customer Service Representative:
April 30, 2013 to December 23, 2017 YP LLC, Tucker, Ga
Worked with national advertisers regarding there print and digital advertising. Working to resolve any issues that arise from errors in there advertising. Resolutions could be an adjustment to the account or additional advertising at no charge. Heavy emphasis on maintaining the company revenue, while promoting our products values. Extensive verbal and written correspondence with outside and inside customers. Extensive use of Outlook, Excel, Microsoft Office, Salesforce, FMS, ACRM, and Ingenio.
Customer Care Representative:
May 15, 2006 to April 30, 2013: BellSouth Advertising Publishing, Tucker, GA., and YP HOLDINGS, Bellsouth/AT$&T sold there advertising division to YP HOLDINGS, which is owned by Cerberus Capital Management on May 8th 2012, all employees went with the new company.
Responsibilities included but were not limited to negotiating with customers for resolution of advertising-related items and advancing customer needs. This includes preparing and issuing adjustments, contacting field representatives, extensive use of FCC tariffs and regulations, and prompt and effective communications between the customer and the company to achieve a win-win solution. Responsible for maintaining company revenues, and promoting product value.
Service Representative Finance:
August 9, 2000 to May 15, 2006 BellSouth, Tucker, GA
Main responsibilities included resolving disputes from various CLECs involving a significant amount of funds, and issuing orders to correct data and voice circuits. Trained on Light Gate 1, 2, 3 and 4, as well as Smart Ring data circuits. Extensive experience in the use of Tariffs, and contracts. Directly involved with special projects for revenue recovery, along with issuing customer debits when under billing occurred. Extensive use and knowledge of Excel, Power Point, and Microsoft office. Organized and initiated development and implementation of a system for reviewing circuits at a DS3 level or higher to ensure accurate billing from the date of installation. Completion required compliance with regulatory timeframes designed to prevent company from receiving Seams penalties because of failure to respond in a timely manor. Performance ratings included Exceeds Expectations.
Service Representative Consumer Service:
May, 1995 to August 2000 & February 1986 – January 1992, BellSouth, Conyers, GA
Job required a 24/7 commitment for an ACD call distributor, communicating with customers regarding phone service, promoting Bellsouth products and special features, researching customer invoices, arranging appropriate account solutions, and assuring the integrity of the information collected and stored in the BellSouth data base. Required security clearance obtained for access to customer’s accounts, conducted background checks, and identify and respond to customer fraud. Extensive sales and customer contact.
Collections Representative:
January 1992 to May 1995 BellSouth, Conyers, GA
Employed in a call center responsible for addressing both inbound and out- bound calls regarding customer’s accounts. Responsible for payment arrangements and follow-up arrangements, denied service situations, and restoration of customer service following establishment of a current valid account. These responsibilities included investigation of fraud regarding the establishment of service and calling cards. I worked closely with area managers in the establishment of collection guidelines, and treatment amounts. I prepared documents for legal and security matters regarding court records. Security clearance was required and obtained.
Education
Georgia State University, Atlanta, GA
Dates of attendance February 1983 to December 1986
Courses and credits obtained: Accounting and Business Management
Interests
Outdoor recreation and showing and restoring antique classic cars
References
References are available on request.
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