Customer Service Sales
Resume:
TONYA HUNTER
***********@*********.***
CAREER SUMMARY
Multi-functional corporate professional with strong interpersonal, coaching, employee development and problem solving skills combined with a proven track record in client management. Proven strength in:
Development of others
Process improvement planning and implementation
Relating team performance to overall company policies and measurements
Analysis and information dissemination
PROFESSIONAL EXPERIENCE
LiveOps March 2015- November 2015
Customer Service Rep
Handled calls for various companies. Duties included order processing, explanation of services, order verification and collection services.
BellSouth Advertising (2000- 2014)
Customer Service Coach, Relieving
Coached eight Customer Service Representatives. Improved individual, as well as overall team accessibility scores as well as increased calls answered per hour.
Handled escalated calls, with less than five percent escalating further.
Worked with customer service representatives, identifying areas that needed improvement.
Monitor call volume and backlog to ensure effective use of time.
Customer Care Rep,
Handled sensitive and executive level complaints, which included complaints directed to the Public Service Commission within a 24hr time frame
Ensured accurate and timely communications to meet both internal and external customer expectations by maintaining a three day turnaround time for all claims.
Developed and maintained successful partnerships with sales organization acting as liaison between customer and sales staff to amicably resolve disputes.
Answered in-bound calls related to advertising and billing.
Investigated information provided by customer, sales, art and closing to resolve claims and determine entity responsible for errors.
Negotiate adjustments and resolve claims.
Comcast (1988-2000)
FINANCE STAFF, Finance Department, 1996-2000
Managed a high volume of detailed financial transactions, which included processing
lock box and field-collected payments related to new account and outstanding balances.
Successfully assumed a position previously performed by a finance staff of three.
Ensured timely preparation of bank deposits, reconciliation of applied payments with
deposit amounts, and production of daily activity and depository reports.
Analyze and correct out-of-balance finance activity with multi-departmental accounts.
Calculate and record daily commissionable compensation for incentive-based awards.
Provided customer/new product support, i.e. telephony and high speed data (HSD).
CUSTOMER SERVICE REPRESENTATIVE, Customer Care Center
Performed in-bound call center functions related to order processing, billing/product support, cross-selling of add-on services, product promotions, and regulatory matters. Empowered decision-maker who served as a Lead Customer Service Rep handling escalated customer calls.
Completed 200+ calls daily and generated a minimum of 25 new service orders per day.
One of three reps navigating up to 400 in-person customer inquiries per day which often involved dealing with escalated client issues pertaining to service related problems and billing.
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