Customer Service T Mobile
Resume:
Ashley Montes
tex expert
Aiken, SC
***********@*****.***
To work in an environment where my skills, expertise and experience can contribute to the success of the workplace.
Authorized to work in the US for any employer
Work Experience
Owner/Operator
South aiken hand wash and detIling - Aiken, SC
September 2019 to Present
Own and run day time car wash and detailing location Sam's Club Associate
Sam's Club - Aiken, SC
June 2021 to September 2021
Forklift pallet jack restock of warehouse
tex expert
T-Mobile - Augusta, GA
November 2016 to May 2017
3750 Wheeler Rd, Augusta, Ga 30909
November 2016 - May2017
• Answers incoming telephone calls and responds to customer requests regarding billing and service issues in a timely and accurate manner, while maintaining acceptable statistical Call Center standards.
• Provides accurate product and service information to customers
• Processes customer payments and posts them to the appropriate account
• Uses computer systems to identify, research, and resolve customer issues; researches billing issues and misapplied payments
• Maintains sense of urgency and consistently meets deadlines when responding to customer issues.
• Identifies and escalates priority issues; when necessary, transfers calls to the appropriate department
• Accurately completes required paperwork and/or documentation
• Other duties as assigned.
Financial Care Representative
T-Mobile - Tampa, FL
April 2015 to September 2016
• Monitor process and ensure optimal level of customer services to all financial requirements.
• Coordinate with clients and negotiate on all payment settlements for same.
• Monitor all outstanding dues and perform appropriate collections on same.
• Manage all customer issues and ensure appropriate resolution for same.
• Administer all financial processes and develop ways to increase production and quality of services.
• Ensure compliance to T-Mobile policy for all account credits.
• Operate and manage billing disputes and price rates.
• Enhance the completion of training to keep in touch with changes in policy.
• Communicate with customers and deliver authentic information on products/services Customer Service Representative
T-Mobile - Augusta, GA
November 2014 to April 2016
• Answer customer telephone calls regarding existing accounts.
• Make requested policy and account changes.
• Respond to questions and concerns about service, and escalate calls appropriately.
• Consult with customers to evaluate needs and determine best options.
• Counsel customers on options for service and coverage.
• Upgrade service and offer additional service packages or options.
• Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns. Customer Service Representative
Teleperformance - Augusta, GA
March 2014 to November 2014
• Answer customer telephone calls regarding existing accounts.
• Make requested policy and account changes.
• Respond to questions and concerns about service, and escalate calls appropriately.
• Consult with customers to evaluate needs and determine best options.
• Counsel customers on options for service and coverage.
• Upgrade service and offer additional service packages or options.
• Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns. Customer Service Representative
Spherion/Electrolux - Augusta, GA
April 2013 to February 2014
• Manage consumer interactions professionally, efficiently and with good communication skills.
• Acknowledge and appropriately greet and assist every consumer in a timely manner, attending to consumer questions, complaints and concerns immediately, and facilitate satisfactory resolution.
• Adhere to published policies and procedures and ensure that all consumer interactions are properly document in SAP CRM.
• Leverage superior product technical knowledge and resources to resolve consumer product questions, thereby avoiding unnecessary service calls.
• Effectively present and make recommendations on products; conveying quality, integrity and a superior understanding and delivery of consumer needs.
• Drive achievement of departmental revenue goal achievement through the sale of extended service agreements, parts and accessories to consumers.
• Leverage the voice of the consumer to identify and make recommendations on products, brands and service improvements.
• Exceed established key performance indicator metrics such as: quality, consumer satisfaction, attendance, adherence to schedule, service call avoidance, average handle times, and resolution.
• Drive efficiency and change through continuous improvement - personal and team.
• Provide back-up support for other queues and departments as necessary. Correctional Officer II
Augusta State Medical Prison - Grovetown, GA
February 2013 to January 2014
• Receives and releases inmates being transferred to and from the facility, transfers inmates to the custody of corrections officers, and accompanies inmates from one area to another.
• Makes rounds to maintain security and checks locks, fences, alarms, and other security devices.
• Supervises routine cleaning and maintenance activities within the institution and searches prisoners entering the facility from outside details.
• Prepares inmates for work call with Detail Officers.
• Administers medications and first aid and responds to inmate requests for other medical attention.
• Reports inmate disciplinary problems and investigates Officer Incident Reports.
• Performs duties of Communication Room Officer and Shift Supervisor as required.
• Supervises feeding, recreation, and visitation.
Correctional Officer II
Augusta State Medical Prison - Grovetown, GA
October 2010 to May 2012
• Receives and releases inmates being transferred to and from the facility, transfers inmates to the custody of corrections officers, and accompanies inmates from one area to another.
• Makes rounds to maintain security and checks locks, fences, alarms, and other security devices.
• Supervises routine cleaning and maintenance activities within the institution and searches prisoners entering the facility from outside details.
• Prepares inmates for work call with Detail Officers.
• Administers medications and first aid and responds to inmate requests for other medical attention.
• Reports inmate disciplinary problems and investigates Officer Incident Reports.
• Performs duties of Communication Room Officer and Shift Supervisor as required.
• Supervises feeding, recreation, and visitation.
Coach/Supervisor
SITEL - Augusta, GA
April 2008 to September 2010
• Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provides statistical and performance feedback and coaching on a regular basis to each team member.
• Writes and administers performance reviews for skill improvement.
• Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Responds to and resolves employee relations issues expressed by team members.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Addresses disciplinary and/or performance problems according to company policy.
• Prepares warnings and communicates effectively with employees on warnings and makes effective/ appropriate decisions relative to corrective action as required.
• Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
• Works as a member/leader of special or ongoing projects that are important to area/process improvement.
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Uses appropriate judgment in upward communication regarding department or employee concerns Customer Service Representative
Trc Staffing - Augusta, GA
December 2019
This is my current job where I help the citizens of Massachusetts and Rhode Island connect and disconnect their electricity and gas
Education
High school diploma in Diploma
Butler High School - Augusta, GA
August 2006 to Present
Diploma
George P. Butler High School - Augusta, GA
May 2006
Skills
• Customer Service
• Front Desk
• Front Office
• Reception
• Management
• Sales
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