Rhoda Pryor Purefoy

**** ******* ****. ***. #***

Wilmington, NC 28403

910-***-****

EDUCATION

Associates in Applied Science, Medical Office Administration; 3.3 GPA

Coastal Carolina Community College, Jacksonville, NC 2005

Currently taking online courses for Associate in Arts in Business Administration, Strayer University

SPECIAL SKILLS AND COMPETENCIES

Patient treatment and discharge procedures; Inventory Management; Microsoft Office applications;

Customer Service, Type 45 wpm

EXPERIENCE

Concession / Employee Accounts Senior Representative

Verizon Wireless, Wilmington, NC 01/2007-Present

• Maintain concession, indirect and store demo accounts within compliance/EPP guidelines.

• Provide telephonic and/or electronic Tier 1 technical support for customers.

• Secure confidential information in regard to sensitive corporate accounts.

• Respond promptly to emails in relation to questions, from executives and employees of VZW within a 2-4-hour time frame.

• Proper authorization/verification for concession/indirect/demo/line activation/changes.

• Concession/Employee Account Maintenance including ESN changes, price plan/feature changes, bill reworks, port requests, AOL requests, MTN changes.

• Demonstrate strong project management skills to complete assignments/projects pertaining to concession accounts.

• Interact closely with all area compliance groups regarding audits, investigations, etc.

• Perform at a high level of integrity in compliance of the Employee Business Code of Conduct.

• Assist with shipping and activating new lines of service placed through My Verizon and the Employee Phone website in a timely fashion.

Credit Order Operation Support Senior Representative

Verizon Wireless, Wilmington, NC 06/2004-01/2007

• Reviewed and rated credit applications for proper evaluation of risk associated with activating new consumer, commercial and existing customers.

• Provided single point of contact to support all Indirect Distribution Channels, Communication Stores and Retail Stores.

• Processed commissionable price plan changes.

• ESN/MEID changes.

• Determined equipment upgrades eligibility.

• Processed failed activations via e*Roes or Vision billing system.

Customer Financial Services Representative

Exchange Program, Verizon Wireless, Wilmington, NC

• Supported all collection initiatives via inbound/outbound customer calling campaigns

• Provide exceptional customer service through first call resolution by adhering to quality standards, knowledge and utilization of system resources

• Administer and respond to all customer requests via telephone or letter in a timely and professional manner.

• Reconciliation and analysis of customer account(s) as requested

• Adhere to all productivity and performance standards.

• Administer all adjustments to accounts as necessary to ensure billing accuracy.

Specialized Training

Strong working knowledge of billing systems and programs;

Microsoft Office, ACSS, Work Flow Manager (WFM), CETOM, CACS, MTAS, OPAL, MARS, Remedy, Knowledge Base, Blackberry Admin Tool, Info Manager, Net Ace, TOPS, ECPD/EWI and Technical Support experience.

Customer Care Representative, Convergys, Jacksonville, NC 02/03-06/03 ;05/98-08/99

• Verified inbound telephone calls.

• Investigate and proceed customer’s statements and inquires.

• Provided prompt and accurate documentation.

Quality Assurance Assistant/Production Associate, Carolina Brand Foods, Holly Ridge, NC 08/99-06/02

Thorn Apple Valley, Inc., Holly Ridge, NC 09/92-05/98

• Performed and audited United States Department of Agriculture net weight assessment of completed merchandise for nine production lines every thirty minutes.

• Complied with all United States Department of Agriculture regulations for food safety.

• Packaged twenty-five boxes or more of clients’ merchandise according to brand specification.

• Managed various types of production equipment.

Secretary-Career Center, Seton Hall University, South Orange, NJ 01/89-06/92

• Liaison between students and recruiting employers.

• Generated various documents: memorandums, reports and correspondence.

• Scheduled and arranged recruitment interviews for all employers

• Developed and implemented employer and student databases exceeding 1000 entries.

• Organized multi-line phone system.

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