Kahari Gray
Tampa, Fl 904-***-**** ad28cd@r.postjobfree.com
Career Profile
A highly organized and detail-oriented professional with more than 10 years experience in customer service environments and functional experience in: Account Management, Sales and Marketing, Relationship Management, Problem Solving, Training, Cultural Competence/Diversity, and Customer Service Management.
Highlights of Qualifications
Results – Oriented
Self-Starter
Team player
Strong oral and written communication skills
More than 10 years collections experience
Excellent Sales and Marketing abilities
ATT Zone
Where’s My Tech
Manager
Help Desk Technical Support
First Asset
BVA
Troubleshooting
Excel
Excellent Problem solving skills
Sound analytical skills
Business to Business Technical Support
Good interpersonal skills
Proficient in MS Office
Expert knowledge in collection laws and processes
Uverse CRM
Fast Access
OPUS
Smart Chat Tool
Salesforce
Chat Support
Microsoft Teams
Experience
AT&T – Baton Rouge, LA / Atlanta, GA November 2018 – June 2023
Senior Sales Representative, Consumer Retail Support, Team Lead, Broadband Customer Loyalty (CLG)
Met and exceeded sales goals
Executed compliance control checks (credit policies, Florida statutes, etc.)
Participated in continuous improvement collection process initiatives
Performed credit control activities and escalated credit control related exceptions
Employed customer relations management skills by addressing discrepancies and processing credits and refunds when required.
Coordinated with Sales Operations team to resolve invoice discrepancies
Provided information on product and servicing offerings to customers (U-Verse sales, Cell phone, Direct T.V., and other telephone products)
Organized special sales promotions
Help Desk Support provides fast and accurate answers to customers, employess, or business on any desktop, app, or mobile device, closing out tickets, updating email, troubleshooting virtual for consumers and business customers
Resolved customer concerns and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution
Activated new customer accounts using web-based tools
Managed a team of 15 supervised daily, assisted with upselling, closing sales, attendance, conducted weekly meetings, safe workspace, daily contest
Made financial decisions to protect/collect revenues and adjusts customer accounts
Providing mobility representatives with support for customers, assisting them with placing orders, assisting with conflict, disconnecting deceased accounts, assisting outside reps with orders as well
Assisting representatives with placing orders, conflict, closing the sale, meeting their quota, listening to live calls ensuring call flow was followed, offering all qualified products, closing the sale, evaluation reports, helping management with their teams in meeting quotas, handling customer complaints, and assuring representatives were adhering to schedules,making sure they were knowledgeable of all AT&T systems, products, and services including teamwork.
Saving customers from cancelling, adding promotions, upgrading services, offering products, satisfying customers within Uverse Services, Troubleshoot POTS, Chat Support helping existing clients, Excellent Negotiation Skills, Independent Thinker, Assertive, and knowledgeable of all AT&T systems, products, and services
Central Credit Services (CCS) – Jacksonville, Fl April 2015–September 2018
Account Manager/Collections Specialist
Researched delinquent/past due accounts and contacted customers
Collected balances on delinquent accounts
Achieved monthly collection goals
Located customers and collateral using advanced skip trace technology
Updated customer information, including credit card information
Employed customer relations management skills by evaluating accounts, recommending appropriate actions throughout the collection cycle, and negotiating account resolution
Identified write-off/uncollectible accounts and documented accounts and collection efforts for senior management
Masthead Hose and Supply – Jacksonville, Fl May 2013 – March 2015
Collections Manager
Managed $30M accounts receivable balances for more than 10 accounts
Created processes for analysis and report metrics
Maintained bankruptcy files on customers
Assisted with on-going monitoring and feedback to collectors to ensure compliance of collection policies and procedures, including call monitoring and quality reviews
Planned, directed, evaluated, and managed workflow
Provided internal and external audit support, as needed
Achieved collection goals
Created operational reports for senior management
Education, Certifications, Memberships, and Workgroups
Education
Terry Parker High School, Jackson State University – Attended
Certifications, Memberships, and Workgroups
Perfect Attendance, 100% Customer Satisfaction, Daily Contest Winner, Women of IT, Volunteer Certificates, Exceeding Scorecard
Systems
Crm, Mastermind, PowerPoint, Microsoft Word/Outlook, PowerPoint, Coral, First Asset, RNS, Dialer, Sord, Express Pay, Boss, Accurint, First Asset, Opus, Smart Chat Tool, U-verse CRM, ATT Zone, Where’s My Tech, Coral, Avaya, BVA, CCTP, CPSOS, ASON, KNOWLAGENT, MYCSP, CISCO, EBV, Repair, Express Pay, CPE Enabler, Fast Access, Dial Up Registration, Closer Coupon Tool, DSL Usage Tool, Excel, Microsoft Teams