Melissa E. Miller

*** ****** **.

Lexington, SC *9073

acyrrn@r.postjobfree.com

Education

Capella University

Master of Science in Education, December 2016

Concentration Instructional Design for Online Learning

Valencia Community College Educator Preparation Institute

Social Science Certification Grades 5-9, December 2008

State University of New York College at Potsdam

Bachelor of Arts in History, December 1999

Experience

Time Warner Cable, Columbia, SC February 2016 to Present

Customer Solutions Representative

Utilize consultative approach in an effort to present the value of products and services

Receive a high volume of incoming phone calls

Save customers from disconnecting services

Attempt to troubleshoot customer's service problems and schedule field service calls as necessary

Maintain metrics for customer relationship loss, monthly recurring revenue, calls handled and first call resolution

Time Warner Cable, Columbia, SC March 2014 to February 2016

Payment Solutions Representative

Assist with subscriber retention by collecting past due balances, attempting to collect as much of the full balance owed as possible

Resolve account disputes, payment, billing and collection related concerns

Provide payment information including payment options, instructions and payment center locations

Set up payment arrangements, extensions and future dated payments within approved extension policy

Handle complaints relating to late fees, collection charges, billing adjustments and other concerns

Understand and demonstrate full knowledge of the Fair Debt Collection Practices Act and work within the rules of the Act

Time Warner Cable, Columbia, SC July 2013 to March 2014

Retention Promotion Representative

Utilize consultative approach in an effort to present the value of products and services

Receive a high volume of incoming phone calls

Save customers from disconnecting or downgrading services

Attempt to troubleshoot customer's service problems and schedule field service calls as necessary

Melissa E. Miller Page 2

Time Warner Cable, Columbia, SC August 2012 to July 2013

Payment Services Representative

Assist with customer retention through outbound collection calls on a predictive dialer.

Make outbound calls to delinquent customers for the sake of collecting on past due balances.

Set up payment arrangements and extensions in line with approved division extension policy.

Process and post payments over the phone using acceptable methods of payment including but not limited credit cards, checks over the phone and electronic debits.

Meet performance standards for dollars collected, dollars per hour, quality, and other productivity measures.

Time Warner Cable, Columbia, SC January 2010 to August 2012

Customer Care Representative

Assist customers with assessing service repair problems for video, high speed data, and

digital home phone services.

Assist customers with rectification of billing statements.

Teleperformance, USA, Columbia, SC April 2009 to January 2010

Customer Service Representative

Use customer service skills to provide high quality technical support for customers of

major satellite provider.

Assist customers with rectification of billing statements.

Create customized programming packages for individual accounts.

Walt Disney World Company, Lake Buena Vista, FL June 2000 to March 2009

Disney Event Group

Sales Assistant

Provided administrative support to Sales Managers with calendar maintenance,

coordinating travel arrangements and client site inspections as related to the Disney Event

Group Sales team

Managed multiple priorities, which included but were not limited to professional

correspondence, client contracts, expense reports and other miscellaneous projects as

requested.

Assisted clients with general information and pricing as it related to all aspects of the

sales process.

Contact this candidate