Customer Service Sales

Erica L. Garvin

**** ***** **** ******** *******, GA 30281 ( 803-***-**** (

*********@*****.***

Summary Career oriented professional with experience coordinating and

overseeing business operations and project management.

Strengths include ability to interact effectively with

clients; excellent organizational and communication skills,

and ability to adapt to challenging and fast-paced work

environments.

Skills Excellent oral and written communication skills; Advanced

Proficiency in QuickBooks Enterprise Financial Software,

Microsoft Word; Power Point; Microsoft Excel; Microsoft

Access and Microsoft Project

Professional

Experience

BO.M. Communications, Greenville SC

Owner and Performance 2009 - Present

Facilitator

Provide virtual customer service assistance and management

support to several fortune 500 companies.

. Performance facilitator that provides management and

direction within virtual call center environment.

Oversight of call-center reps to enforce and guide client

policies and procedures.

. Assist with Managing escalated Tier 2 call types to

address customers concerns and needs

. Facilitate Performance Enhancement Sessions with Customer

Service Providers and perform quality reviews.

. Assist with product sales and transactions; Provide

undisputed white-glove customer service to all clientele

Medical Retrieval Specialist

. Placed outbound calls to medical facilities in order to

obtain medical records in a timely manner for Insurance

companies.

. Ensured Hippa guidelines were adhered to.

At&T Mobility

Sales Support Rep 2012 -Present

Ensure positive experience for our internal/external

customers by maintaining the integrity of store operating

procedures

Store Operations

> Inventory management - including counts, ordering,

maintaining, receiving, returning, tracking and

securing equipment and supplies

> Perform operational tasks to maintain audit-ready

status in store at all times and in accordance to

COBC

> Perform operational tasks to maintain audit-ready

status in store at all times and in accordance to

COBC

> Balance POS drawer

> Process and prepare paperwork for recordkeeping

and report generation

> Work in conjunction with management for all

monthly counts, reporting, and providing

documentation for operational coaching

opportunities for management follow up

> Responsible for adherence to the iPOG, managing

store resets and upholding merchandising standards

> Instill a sense of pride and ownership in store

appearance - understand that the store is the face

of AT&T to every customer

> Coordinated and Led weekly Executive Staff

Meetings

. Maintain Customer Experience and Sales

> Facilitates the service experience in-store with

Customer Support and other non-sales or quick

sales related issues

> Utilize employee communications to maintain

knowledge on updates/troubleshooting

> Track and follow up on unresolved customer issues.

> Assist customers with product and service

education when necessary for both in store and

post transaction customer support.

Erica L. Garvin

Page 2

Ford Motor Credit

Company.,Greenville, SC

Credit Anaylst - Discounter 2008

Assisted team with the billing process evaluation of a

Regional Bell Operating Company for a State PUC.

. Ensure all contracts, retail and lease, are purchased in

compliance with Truth-in-Lending Act, state and federal

laws and procedural requirements.

. Manage data controls during the funding process. Ensure

that non-required paperwork is destroyed according to

federal standards and all documents required for funding

are maintained securely.

. Responsible for managing contract discrepancies and

resolved through established dealer relationships.

Maintained an effective working relationship ship with

the dealer base, which encompassed 13 states.

Ford Motor Credit Comapany., Greenville, SC

Customer Service Represenative 2006

. Provide superior customer service on each contact and

ensuring that the highest-quality Ford Credit service

standards are met in dealing with all customers.

. Responsible for calling customers with accounts under 52

days delinquent via automated dialing system and manual

queue assignments.

. Negotiate payment arrangements for past due accounts

through processes designed to educate the customer on

delinquency and payment processes.

. Initiate correspondence regarding delinquency status and

update customer information.

. Utilize collection techniques to resolve accounts

according to company policies and procedures and in

accordance to state and federal laws.

. Manage inbound and outbound system generated collection

calls through timely and efficient telephone activity to

obtain accurate customer information.

. Support and implement all Six Sigma initiatives.

Seawright Masonry

Office Manager

2003

. Prepared contracts and supporting documentation to setup

jobs from the initial contact to completed construction

projects. Provided overall support for all administrative

components of each project.

. Responsible for managing confidential information and

scheduled meetings and conference calls, while also

preparing required correspondence, status reports and

update team meetings.

. Monitored status of plan review, permit approval,

designs, budgets and marketing plans. Assisted in

developing bid packages for contractors and soliciting

sub-c0ntractor bids through research conducted on the

internet and through other resources.

. Developed and updated internal project log, allowing for

projects to be tracked and monitored during all stages of

the process.

. Also aided in general administrative duties such as

typing, filing, copying and faxing.

Education

Strayer University, Greenville, SC

Bachelor of Arts, with a Major in Accounting 2006

Related Coursework: Introduction to C++ Programming;

Business Programming Using C++; Programming w/ Visual Basic

6.0; Database Concepts using SQL Server and MS Access 2000;

Introduction to Oracle 8.0; Introduction to Project

Management; Advanced Techniques in Project Management

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