Customer Service / Administration / Management

Objective:

To leverage 30 years of combined experience customer service to drive organizational success by utilizing my leadership skills, expertise in developing and delivering effective exceptional customer service acumen. I aim to contribute to a dynamic and collaborative team, leading by example, and utilizing my diverse skill set to optimize performance, improve customer satisfaction, and achieve business goals. With a strong track record of successful customer service experience, I am dedicated to fostering a positive work environment, motivating team members, and continuously enhancing processes to achieve excellence in performance and customer experience.

Education

●High School Diploma, William Jones Commercial, Chicago, IL Graduated, 1979

●Kennedy King College Chicago, IL Major: Business Administration

Professional Work History

Verizon Wireless 1998 – Present

Customer Service Pro

●Provide excellent customer service to all customers, responding promptly and professionally to inquiries.

●Handle incoming calls from customers regarding billing issues, technical support, product information, account changes, and other related topics.

●Utilize multiple systems to access customer accounts, troubleshoot problems, and provide solutions.

●Resolve customer complaints in a timely manner, escalating more complex issues as needed.

●Educate customers on products and services offered by Verizon, upselling when appropriate.

●Maintain accurate records of customer interactions and transactions.

●Follow established procedures for proper escalation of unresolved issues to the appropriate internal teams.

●Provide feedback and recommendations to management on ways to improve customer service processes.

●Remain current with system information, changes, and updates.

●Participate in team meetings and training sessions to stay informed of new developments.

●Assist with special projects or tasks as assigned.

●Adhere to company ethics, policies and procedures and codes of conduct at all times.

Customer Service Employee Phone Program

●Ensured a high level of customer satisfaction by providing friendly, professional, and personalized service to empathize and acknowledge customer concerns.

●Answered high volume of calls or correspondence from customers to identify their needs, respond to inquiries, discuss product or service specifications.

●Provided billing and troubleshooting assistance to internal employees

●troubleshoot technical issues, providing information about products and services, and

●Procured new equipment for staff members.

●Elevated issues to a higher-level team when necessary.

●Adhere to company ethics, policies and procedures and codes of conduct at all times.

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Financial Service Representative

●Tasked with the responsibility of collecting the entire outstanding balance on delinquent accounts to reinstate

them to their current status.

●Successfully resolved cross-functional customer issues pertaining to collections.

●Addressed customer issues related to collections that involved multiple departments or functions.

●Addressed and resolved daily customer concerns related to account issues.

●Adhere to company ethics, policies and procedures and codes of conduct at all times.

Billing Specialist

●Effectively managed and handled tasks in high-pressure, fast-paced environments, including scenarios involving a high influx of calls or escalated messages related to billing issues.

●Continuously updated job knowledge to enhance customer assistance experience.

●Implemented retention strategies to ensure customer satisfaction.

●Deliver exceptional customer satisfaction through the provision of warm, professional, and tailored service that actively empathizes with and acknowledges customer concerns."

●Resolved customer issues quickly to ensure the company meets its service level agreement.

●Adhere to company ethics, policies and procedures and codes of conduct at all times.

●Managed billing arrangements, provide price quotes, and offer other services.

● Arranged appointments, process refunds, and solve issues and concerns, ensuring efficiency and client satisfaction.

● Billing representatives post payments timely on the database, update account statements, generate financial reports, release invoices, and resolve account discrepancies.

Accomplishments

●Knowledge of CACS, ACSS, VISION, PRISM, CACS 8.0, and RMS billing

●Proficiency in Microsoft Office Suite to include Word, Excel and Outlook

●Excellent written verbal and interpersonal communication skills

●Problem resolution working in a fast-paced, rewarding, and results-driven environment.

●Reliable in planning and completion of tasks, rewarding, and results-driven environment.

●Excellent analytical and problem-solving abilities

Skills and Qualifications

●Award, Perfect Attendance 2012

●Awards, Customer Service Compliment

●Top Performance Ratings amongst Peers

Excellent Reference Available Upon Request

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