PROFESSIONAL SUMMARY

SKILLS

EXPERIENCE

Suzanne Pratcher

Senatobia, MS 38668

662-***-**** ad3ec4@r.postjobfree.com

Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.

• Territory Growth • Advertising Strategies • Point of Sale System

• Terms Negotiation • FDCPA Compliance • Automated Account Review

• Database Maintenance • Work Planning and Prioritization • Customer Advising and Referral

• Updating Customer Accounts • Billing Documentation • Insurance Company Communication

• Credit Extension Negotiation • Process Payments • Skip Tracing

• Account Updating • Data Entry • Call Management

• Quality Assurance Controls • Sales Closing • CRM Software

• Complaint Resolution • POS Systems • Customer Account Management

• Cross-Functional Collaboration • Payment Processing • Sales Negotiation

• Error Identification • CMS-1500 Billing Forms • Order Processing

• 10-Key Entry

NOVEMBER 2020-OCTOBER 2023

Remote Customer Account Specialist

Cordova Safety Products Memphis, Tennessee

• Negotiated contract terms and service agreements to meet both sales quotas and client budget constraints.

• Handled administrative tasks promptly, including setting up new accounts and processing payments.

• Led branding and promotion to enhance customer experiences and drive sales.

• Defined client needs and business requirements to meet and exceed expectations.

• Communicated with clients to build strong connections and improve account strategy.

• Helped customers get back on top of payment demands by setting up accommodating plans. Handled administrative tasks expertly, including updating accounts and producing professional business correspondence.

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• Resolved insurance claims through proactive communication and collaboration with company representatives.

• Contacted insurance companies to check on status of claims payments and write appeal letters for denial on claims.

• Recorded address changes and purged records of deceased customers for assigned accounts.

• Optimized approaches based on knowledge of customer backgrounds and current financial means. JANUARY 2014-OCTOBER 2020

Customer Sales Representative

Bunzl Memphis, Tennessee

Used scripted and improvised open-ended questions to uncover nature of customer needs, requirements and expectations.

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Leveraged diplomatic and tactful communication to defuse dissatisfaction and quickly resolved complaints with actionable solutions.

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• Explained phases of billing, products and services offered.

• Handled administrative tasks promptly, including setting up new accounts and processing payments.

• Greeted and assisted customers with inquiries account issues, billing, services and products.

• Informed customers of promotions and special offers to increase sales.

• Minimized complaints through effective management of customer expectations. Served as main point of contact for in-person customer inquiries, in addition to providing service via email and telephone.

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• Prepared accurate, professional contracts with favorable rates.

• Convinced customers to purchase offerings using scripted approaches and persuasive communication techniques. JULY 2006-DECEMBER 2013

Call Center Customer Service Representative

Verizon Wirelesss Memphis, Tennessee

• Processed orders and responded to order status inquiries using computer system.

• Improved job knowledge with continuous training and expert use of available knowledge bases.

• Handled high call volume to quickly answer inquiries, update accounts and resolve concerns.

• Recognized and seized opportunities for sales referrals following appropriate processes.

• Assisted customers with troubleshooting and resolving technical issues.

• Followed up on customer calls, providing new information.

• Helped train and coach new customer service representative teammates.

• Updated CRM system with call information and interaction details for future reference.

• Offered customers current product and service information to enhance brand awareness.

• Completed basic account updates to maintain current customer information.

• Met quality and service standards when responding to requests.

• Implemented new procedures to meet customer needs and deliver exceptional service. NOVEMBER 2001-JUNE 2006

Customer Service Representative

Versona Memphis, Tennessee

• Answered customer questions about policies and procedures with friendly and knowledgeable approach. EDUCATION

• Collaborated with colleagues and co-workers to deliver quality customer experience.

• Answered inbound calls to handle various concerns, set appointments and close sales.

• Anticipated needs and resolved problems to keep customers happy.

• Addressed and resolved customer concerns and complaints.

• Processed customer exchanges, refunds and bill adjustments to correct product or service problems.

• Gathered and verified required customer information for tracking purposes.

• Used various tools and resources to identify trend behaviors to improve individual and team performance.

• Navigated multiple computer systems and utilized search tools to find information. Acknowledged and directed customer requests for additional products or services to appropriate licensed representatives.

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• Determined charges for services requested, collected deposits and payments, or arranged for billing.

• Kept records of customer interactions or transactions, recording details of inquiries and actions taken.

• Set up customer accounts in system and updated details to reflect current information.

• Analyzed call volume and average call time to monitor performance and productivity.

• Solicited sales of new or additional services or products. NOVEMBER 1992-OCTOBER 2001

Call Center Representative

AT&T Memphis, Tennessee

• Assessed customer needs and escalated calls to specific departments.

• Displayed positive, professional and empathetic tone to deliver consistently superior service.

• Handled caller needs for sales, service and account problems.

• Met and exceeded assigned goals established by management.

• Complied with data security and confidentiality policies to safeguard customer information.

• Completed high volume of inbound and outbound calls within deadlines.

• Processed customer exchanges, refunds and bill adjustments to correct product or service problems.

• Created and entered enrollment applications for new consumers in company database.

• Collaborated with internal departments to find resolutions and conduct further research on customer account. Compared disputed merchandise with original requisitions and information from invoices to prepare invoices for returned goods.

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• Contacted customers to respond to inquiries or notify of claim investigation results or adjustments.

• Gathered and verified required customer information for tracking purposes.

• Documented all call information according to standard operating policies and procedures.

• Conferred with customers by telephone or in-person to provide information about products or services. Completed contract forms, prepared change of address records, or issued service discontinuance orders with computer and job-related software.

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• Remained current on new marketing campaigns to respond appropriately to marketing related inquiries. High School May 1992

North Panola High School, Sardis, Mississippi

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