Customer Service Sales
Resume:
Rebecca Victorino
Summary;
Twenty years Customer Service experiences in a variety of environments. A well organized dependable leader who produces quality work, attentive to detail and a team player. Skilled in interpersonal communications and negotiations, works well under pressure.
Experience
2007 to December 2016 AT&T Pleasanton, Ca. Enterprise Customer Universal Service Executive/ Customer advocate.
Successfully manage from start to finish 10 to 16 project and assignments at any one time for Global and Small Business accounts.
Identify and grow opportunities within client accounts.
Primary point of contact for Sales Executives, Internal Departments and Customers. On escalated topics, such as billing, product and rate plan implementation or system issues.
Insure successful deployment of new products and services.
Implementation of resolutions via internal systems or reaching out to other departments for assistance with project completion. This is completed by creating and maintaining relationships across AT&T.
Provide post sales training and support to customer in person or via email, AT&T Connect or onsite meetings to assist customer with the self management of wireless account using online tools provided by AT&T.
Team with Sales to providing Stewardship reports outlining trending of customer spend and making suggestions on changes that will assist customer with keeping spend at a minimum while meeting company’s future needs.
Lead meetings with sales and customer in person and via ATT connect for customers across the USA.
Keep upper management updated on status of all projects via shared folder and monthly meetings.
2004-2007 Ariat International Inc. Union City, CA Senior Collector
Mentor to team of six Collectors.
Collect on Commercial accounts in United States and Canada via telephone and Email.
Monitor junior accounts with less than six months’ company history.
Team with sales to determine best possible collection procedures.
Reconcile accounts by providing Invoices statements and payment history.
Develop strong relationships with customers to insure brand loyalty.
Research and resolve chargebacks.
Approve Team adjustments and write offs.
Approve all department payment plans.
Handle department escalations.
Oversee internal employee purchases.
Run weekly and month end aging reports for department.
Developed dunning procedures.
Over see training of new employees.
2003 2004 Robert Half & Assoc Pleasanton, CA
Various Consulting engagements.
2001 2003 Berkeley Farms Hayward, CA Senior Collector
Supervised team of three analysts.
Managed Credit and AR department in Credit Managers absence.
Implemented and oversaw collection procedures for commercial accounts.
Reduced DSO from 39 to 26 days.
Review credit applications for credit worthiness.
Strategize with customer to improve credit standing.
Approve and monitor payment plans.
Approve adjustments and credits made to accounts.
Resolved escalations for department.
Team with sales to provide quality customer service, resolve billing issues and collect on past due accounts.
Primary point of contact for outside collection agencies and Attorney.
1998-2001 SBC Communications/Cingular Wireless Pleasanton, Ca
Call Center Manager - 1999 Promoted to Commercial Accounts Supervisor
Supervised, coached and developed 14 collectors primarily inbound queue.
Developed an implemented collection procedure for Commercial,
Government and Internal business accounts
Monitored calls and e-mails for quality assurance.
Maintained accurate employee records pertaining to attendance, payroll, and steps of discipline.
Strategize with management team to improve customer service, team moral etc.
Implemented and monitored collection strategies.
Monitored reduction from ten to three percent.
Education 2nd year University of Phoenix Pleasanton, Ca
Green Belt Certification completed 2011
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