Customer Service Mail Sorter

Debra L. Brooker

**** ****** *** ***, **. ***** 816-***-****.

*****************@*****.***

Objective

Accomplished professional seeking a position where I can utilize my educational background, organizational, coaching and team-building skills.

Skills & Abilities

25 years of exceptional customer service experience including ordering, dispute resolution, sales and billing for residential, small business and large business.

Knowledge of Microsoft, Power Point, and Excel.

Self-motivated, team player and an exceptional ability to multi-task.

Researched, analyzed and resolved customer inquiries regarding account maintenance, selling product and service plans.

Experience

Mobility Sales & Service Associate, AT&T September 2019- May 2022.

Mail Sorter, AT&T, Alpharetta, Ga.

September 2018- July 2019

Extract bill payments, sort by company name.

Key payment amounts as data for bank

Processing.

Global Customer Service & Sales Specialist AT&T, Syracuse, NY

November 2011- March 2018

Manage customer disputes related to Frame Relay/ATM, Managed Internet Service and BVOIP to reconcile billing and contract differences for global business accounts.

Partner with Account Executives to understand billing/contract issues, strategies and priorities in order to deliver value-added business solutions.

Establish and maintain influential relationships at all levels, by providing superior customer service, and expertise to customer and account teams throughout the dispute process.

Diffuse volatile situations by researching and resolving customer conflicts to prevent loss of key accounts while maintaining a professional and courteous demeanor.

Follow up with customers to ensure they are satisfied with the resolution, company products and services.

Global Customer Service& Sales Specialist, AT&T, Pittsburg, Pa

January 2008-November 2011

Researched, analyzed and resolved customer inquiries regarding account maintenance, sold products and service plans.

Peer coached representatives to assist them in improving their job skills.

Maintained order selection to impact collectable revenue.

Global Customer Sales & Service Specialist, AT&T, Kansas City, Mo

June 2004-January 2008

Processed new orders for Toll Free Service, Local Services, Long Distance, Calling Cards, Geographical Restrictions and Accounts Codes.

Processed new orders for ABN (AT&T Business Network).

Partnered with Account Executives to understand billing/contract issues, strategies and priorities in order to deliver value-added business solutions.

Small Business Customer Sales & Service, AT&T

Kenner, La.

November 2001-June 2004

Processed small business long distance service orders in an inbound call center, averaging 80 calls daily.

Resolved challenging consumer issues to satisfaction within the standard 6 minute per contact guideline.

Accessed all available resources to assist customers in placing calls worldwide.

Residential Consumer Sales Specialist, AT&T

Marietta, Ga. March 2000- November 2001

Used skillful and tactful rebuttals to meet and surpass sales objectives.

Generated revenue by increasing customer base.

Targeted customers as referrals for AT&T products and services through the use of win backs, market intelligence and special studies.

Residential Customer Service Specialist, AT&T

Marietta, Ga. September 1996 thru March 2000

Resolved challenging consumer issues to satisfaction within the standard 6 minute per contact guideline.

Accessed all available resources to assist customers in placing calls worldwide.

Researched and used various resources to determine best service plans for customers.

Acquired and set up new accounts.

Education

Dekalb Community College, Clarkston, Ga.

Business/ Fashion Design

Communication

Received 100 plus customer commendations for providing quality service.

Leadership

Chosen as a Manager in Self Reliable Team/Coached Peers

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