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Customer Service Technical Support

Tampa, FL
January 30, 2024

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Kahari Gray

Tampa, Fl 904-***-****

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


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


Help Desk Technical Support

First Asset




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


Smart Chat Tool


Chat Support

Microsoft Teams


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


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


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

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