RAMONA D. FERRELL

ad3mzn@r.postjobfree.com

678-***-****

Summary

A resolute professional with 14+ years of experience in Customer Service, Project Management, and Contract Implementation. Skilled in strategic planning, business operations support, and process development. Demonstrated ability to increase customer satisfaction through streamlined processes. Strong time management, research, organizational, and analytical skills. Excellent communicator and team player.

Experience

TTEC/USSA

Banking Specialist Customer Service July 2023-January 2024

Performed customer service to customers.

Handled inquires for account balance, deposit.

Handled transfer, account maintenance and account updates.

Assisted with stop payments and fraudulent transactions claims.

Dh Pace/Overhead Doors

Billing Specialist/Project Manager May 2022-July 2023

Performed primary responsibilities as a Biller.

Reviewed and analyzed monthly reports, identifying errors and trends.

Coordinate billing matters with other departments, locations, and business units.

Planned and develop projects, overseeing all aspects and setting deadlines.

Monitor and summarize project progress, preparing reports for upper management.

Purchased and monitored stock levels.

Prepared purchased orders and tracked orders.

Negotiated prices and MRP’s.

Reviewed requisition and updated records.

Verizon

Business Finance Coordinator / Supervised Customer Operation-February 2019 – 2022

Built and maintained customer contract information for various business segments.

Trained new hires and contractors on procedures and system functions.

Researched complex processes and customer issues, providing recommendations.

Communicated with internal and external customers to resolve inquiries and complete tasks.

Utilized Verizon systems for transactions and document review.

Supervises Customer Operations functions to ensure work is completed within a timely and accurate basis.

Reviews and follows up on Customer Service Representatives (CSRs) electronic, telephone, and written inquiries to coach and develop CSR processes, create performance improvement plans, enhance KPIs, improve competencies, and discuss corrective action as needed.

Ensures all requests forwarded from Customer Operations or other internal departments are completed within required time frames.

Develops and implements goals around departmental or individual KPIs and competencies to ensure business unit and Enterprise goals are met.

Resolves escalated/sensitive customer service-related issues in an efficient manner while promoting customer loyalty and retention.

Communicates, supervises, and/or facilitates training on any new processes as needed.

Supports external and internal audits from regulatory agencies and assists Compliance in updating complaint and grievance documentation to meet company specific requirements.

Participates in departmental or Enterprise projects as required.

Temp Staffing Partners/Verizon

Compliance Auditor, Business Finance Operations June 2017 – February 2020

Conducted compliance audits on high-risk transactions.

Responded to customer inquiries related to the employer discount program.

Reviewed, calculated, and applied charges and credits in support of contractual pricing.

Contacted customers to gather information and provide updates on orders.

Educated internal and external customers on company guidelines and procedures.

Education

Crown Business College, Atlanta, Ga.

Bachelor of Arts in Business Administration Management 1985-1989

Skills

Initiative-taking, creative, and accountable

Advanced knowledge of Microsoft Office products, especially Excel & Word

Excellent oral, interpersonal, and written communication skills

Strong time management, decision-making, and organizational skills

Vision Software; Peachtree Accounting software; Quick Book

Problem-solving and conflict resolution skills

Multiple systems knowledge (ECPD, ACSS, WFM)

Strong mathematical and statistical skills

Knowledge/experience in a high-volume production environment

Knowledge /experience with SAP software.

Contact this candidate