Customer Service Support Specialist

Location:

Oklahoma City, OK

Salary:

20.00

Posted:

October 07, 2024

Contact this candidate

Resume:

Christine D. Arnett

706-***-****

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

Professional Summary

Dedicated and detail-oriented Customer Client Specialist with 10+ years of experience in delivering exceptional customer service and support. Proficient in building and maintaining strong client relationships, effectively addressing inquiries, and resolving issues to enhance customer satisfaction. Skilled in utilizing various software tools and systems to streamline processes and improve service delivery. Adept at communicating clearly and collaboratively with diverse teams, fostering a positive and productive work environment. Committed to continuous improvement and focused on achieving client-centric outcomes that align with organizational goals. Eager to leverage my expertise to contribute to a dynamic team and drive exceptional customer experiences.

Professional Experience

Sales Support Specialist ll w/Cox Media (Contractor) ObjectWin Technology Inc.

June, 2023 -September, 2024

● Reviewed and processed incoming advertising orders, collaborating with Sales Consultants to optimize inventory utilization and develop effective pricing strategies.

● Accurately submitted and managed advertising orders across multiple fulfillment systems, ensuring timely and error-free execution of all requests.

● Oversaw the submission, approval, and correction of creative files and campaign instructions, maintaining high standards of quality control throughout the process.

● Investigated pre-empted spots and implemented makegood solutions, ensuring efficient processing and upholding client satisfaction.

● Responded promptly to customer inquiries and resolved schedule-related issues for national orders, enhancing client relationships and trust.

● Monitored key business reports and proactively engaged clients and sales consultants regarding necessary modifications and notifications.

● Provided comprehensive post-campaign analysis to clients, offering insights and recommendations for future campaign optimization.

● Collaborated with sales consultants to develop tailored schedule proposals and presentations, leveraging product mix and inventory data for strategic planning.

● Maintained operational support services for the sales organization, specializing in account processing, sales research, reporting, and inventory management.

● Utilized various systems to manage pre- and post-sales data, fulfilling orders and processing payments accurately.

Account Receivable Manager (Temporary)

Express Employment Professionals — [Oklahoma City, OK] October 2022 – June 2023

● Developed comprehensive reports and balance sheets to accurately document overall profits and losses, supporting informed financial decision-making.

● Updated client accounts to reflect changes in payment status and contact information, ensuring data integrity and accessibility.

● Managed bookkeeping databases and spreadsheets, promptly updating financial records to reflect current standings and facilitate accurate reporting.

● Communicated effectively with clients to request outstanding payments and negotiate flexible payment plans, enhancing client relationships.

● Collected payments from customers and meticulously recorded all transactions into the system, ensuring accuracy and accountability in financial records.

Sorter Handler

UPS – Oklahoma City. OK

October 2022 – May, 2024

● Sorted and organized packages based on size, weight, and destination to ensure timely and accurate delivery.

● Operated sorting machinery and equipment safely and effectively, consistently adhering to safety protocols and guidelines.

● Collaborated with team members to maintain efficient workflows, successfully meeting daily productivity goals.

● Conducted quality checks to verify that all packages were accurately labeled and accounted for prior to dispatch, minimizing errors.

● Assisted in loading and unloading packages from delivery vehicles, ensuring safe and proper handling to prevent damage.

● Maintained a clean and organized workspace to promote safety and operational efficiency, contributing to a positive team environment.

Inbound Residential Sales Supervisor

WOW Call Center — Augusta, GA

September 2018 – September 2022

● Led a high-performing team of 18-25 inside sales associates in a dynamic inbound warm lead call center, driving sales performance and achieving monthly targets.

● Analyzed performance data to identify areas for improvement in call quality and sales metrics, implementing strategies that enhanced team results.

● Coached and developed team members through regular training sessions, fostering a customer-centric approach in a quota-driven environment.

● Managed staffing activities including recruitment, hiring, onboarding, and performance management, ensuring a well-equipped and motivated sales force.

● Conducted performance reviews to evaluate individual contributions and establish growth opportunities, leading to increased employee engagement and retention.

● Oversaw administrative tasks such as creating work schedules, approving time-off requests, reconciling commission reports, and authorizing customer credits.

● Collaborated with cross-functional departments including sales operations, marketing, and customer care to streamline processes and improve service delivery. Inbound Sales Professional

WOW Call Center – Augusta, GA

September 2015 – 2018

● Maintained Top Sales Rep status for four consecutive months and recognized as Winner’s Circle 2017 winner for exceptional sales performance.

● Served as a primary contact for EAC and WellCare members, ensuring high levels of customer satisfaction and support.

● Built strategic client relationships to maximize revenue for the company, leveraging effective communication and sales techniques.

● Assisted peers by conducting side-by-side training sessions and sharing best practices to foster a collaborative team environment.

● Responded promptly to customer inquiries regarding information and pricing, ensuring a swift and efficient service experience.

● Followed up on prospective leads through networking and consistent communication, driving lead conversion and sales growth.

● Communicated with customers in a friendly, professional manner, enhancing the overall customer experience and trust in the brand.

● Presented the company’s products and services confidently to customers, utilizing in-depth knowledge of offerings and promotions to drive sales.

● Maintained strong knowledge of the company’s products and promotions to effectively address customer needs and questions.

Escalation for Customer Financial Service

Convergent - Sprint - Augusta, GA

September 2013 to September 2015

● Provided high-quality customer service by addressing inquiries, complaints, billing questions, and payment extension/service requests with professionalism and efficiency.

● Served as the primary mentor and trainer for new representatives, becoming the "go-to" person for challenging calls and fostering a supportive learning environment.

● Calmed angry callers by employing effective conflict resolution techniques, rebuilding trust and rapport with customers.

● Identified resources for problem resolution and designed optimal solutions to address customer concerns, ensuring satisfaction and retention.

File Management & Data Entry (Contract)

Diverse Staffing

U.S. Dept. of Interior Bureau of Reclamation Managing Water – Oklahoma City, OK January 2013 to September 2013

● Prepared, compiled, and sorted documents for data entry, ensuring accuracy and organization of materials.

● Confirmed and modified spreadsheets utilizing set aperture cards to maintain up-to-date records.

● Utilized microfiche technology to access and view aperture card data for verification and data extraction.

● Obtained additional information from digitized drawings, enhancing the accuracy and completeness of data entries.

● Combined and rearranged data from reclamation projects (e.g., dam and reservoir projects) to facilitate effective reporting and analysis.

● Entered data from source documents into prescribed computer databases, ensuring precise and timely data input.

● Transcribed information into required electronic formats, maintaining compliance with data management protocols.

Data Entry Clerk Aerotek - (Temp)

OG&E Energy Corp Electric Service - Oklahoma City, OK April 2012 to December 2012

● Maintained and organized files by classifying them based on content, purpose, and user criteria to ensure efficient information retrieval.

● Conducted periodic inspections of file logs, identifying and eliminating or relocating outdated documents to optimize storage.

● Ensured confidentiality of sensitive information, preventing unauthorized access and maintaining data security protocols.

● Maintained an indexed record of file locations in an electronic system, facilitating easy access to information for authorized personnel.

● Located and retrieved files efficiently, making them accessible to team members as needed.

● Updated the existing file management system to align with current company requirements, enhancing overall efficiency.

● Photocopied, sorted, and filed documents, supporting the organization’s administrative needs. Customer Service Representative I

Dell Call Director Adecco - Oklahoma City, OK

October 2010 to April 2012

● Provided technical support and training to personal computer users, ensuring they effectively utilized hardware and software resources.

● Assisted users in troubleshooting and resolving issues with available tools, enhancing their overall computing experience.

● Supported, installed, and maintained personal computers, local area networks, server hardware, operating systems, software, and related IT peripherals.

● Collaborated with team members to address complex technical problems and improve service delivery, contributing to a positive customer experience.

● Documented customer interactions and technical solutions in a ticketing system to track issues and facilitate future support.

Legal Assistant

Riggs, Abney, Neal, Turpen, Orbison & Lewis, Law Firm - Oklahoma City, OK May 2002 to October 2010

● Researched and prepared routine legal materials, ensuring extreme accuracy and clarity through thorough proofreading, verification, and editing to support attorneys' activities.

● Scheduled consultations between clients and attorneys, facilitating effective communication and case management.

● Prepared correspondence and legal documents, creating charts, graphs, tables, and presentation slides while maintaining formatting consistency on time-sensitive, high-profile documents.

● Established and maintained filing systems, classifying, sorting, and filing correspondence, records, media clips, and other documents to ensure efficient retrieval.

● Coordinated meetings and conferences, including ordering meals, scheduling conference rooms, and managing travel arrangements, while organizing workloads to meet established priorities.

● Handled confidential information in compliance with legal and ethical policies, ensuring privacy and security.

● Provided monthly case status and billing reports, managed filing tasks, answered multiple phone lines, and performed scanning and faxing duties as required.

EDUCATION

Paine College (Augusta, GA)

Bachelor of Science in Business Administration BA, Business Administration,

Management and Operations 2018 – 2021

REFERENCE

Kendra Bryan, MBA:

Senior Manager,

Student Success at Guild Education

University of Phoenix- Guild Education

Augusta, GA

706-***-****

Clemmie Brazil, MBA: