Instructional Design
Resume:
Melissa E. Miller
Lexington, SC *9073
*********@*****.***
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.
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