Customer Service Sales
Resume:
Tonya M. Shealy
Columbia, South Carolina 29210
Objective: To Pursue a challenging career in any area of business compatible with my educational background and experience.
PROFESSIONAL EXPERIENCE:
Verizon Wireless July 1999 to Present
Senior Customer Service Specialist
Explain cellular service to customers and recommend changes based on the customer needs
Analyze, research and resolve billing, service, pricing and equipment inquiries, claims, and adjustments for written and verbal (including escalated) customers contacts
Trouble-shoot service and equipment problems
Report and correct sales discrepancies
Handle Churn request in an effort to retain all customers
Analyze customers account data and approve appropriate credits
APAC Inc July 1997 to July 1999
Customer Services Representative
Responsible for placing check orders from financial institutions and customers on behalf of the Harland Check Company
Duties included verifying shipping dates and mailing addresses on checks, while maintaining required department standards, and data entry
Quality Assurance representative
Duties include monitoring reps daily, remotely and side-by-sides
Coached representatives to ensure they provided courteous and prompt customer service
Kimbrell’s March 1995 to July 1997
Credit Clerk
Collected payments from customers, negotiated credit contracts
Balanced cash drawer at the end of each day
Responsible for sales reports for items sold in the store
Handled customer complaints and problems on a daily basis in a customer friendly manner, filed contracts, and handled all accounts on a computerized automated system
EDUCATION
November 1986-1990 Columbia High School
August 1990-May 1991 Midland Technical College
References: AVAILABLE UPON REQUEST
Special Projects:
User Acceptance Testing
Assisted the Northeast Area testing new enhancements for Access
Assisted team with I2k accounts that would be converting over to Vision North billing systems for the following markets: RNY, RNE AND XMKT
Open Window Request
Responsible for monitoring and changing price plans that were no longer available in the system
Responsible for distribution of weekly reports
Responsible for training new hire classes on OWR requests
Transition
Coached reps with any billing questions
Handled escalated calls
Reviewed and approved credits
Operations January 2005 to May 2005
Processed price plan changes with 2 year contracts
Updated customer address per remittance slip received by mail
Terminated service upon receipt of death certificates
Prepared 2 year contracts mailed out for signature to process equipment upgrades and price plan changes
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