Customer Service Account Manager
Resume:
Cheryl Sessums
***** ****** **** ****, ***, TX, *5750
***************@*****.***
Objective
● To gain long term employment with a company where, exceptional customer service, strong interpersonal communication skills, and attention to detail are noticed and required; yet, who encourages new ideas and rewards excellent work ethics/attitudes.
Education
BACHELOR OF SCIENCE IN NURSING 2001 UNIVERSITY OF TEXAS AT TYLER
Accolades
Top mobile sales Top Asurion sales Winner of Retention Specialist Customer Service Award
Dean's List
President's List
Jimmy Murphy Scholarship
Skills & Abilities
MANAGEMENT
Account manager for Optimum customers who were wanting to discontinue their service
Achieved department goals of retaining at least 75% of customers, 96% NCH, 96% tagging compliance, 3 mobile lines, disconnect yield of less that 25%
Managed clinical oversight of support staff
Coordinated quality improvement activities to identify performance areas for implementation
Instituted new processes and guidelines
COMMUNICATION
Outstanding interpersonal communication skills
Liaised between physicians and patients to ensure comprehension of plan of care by patient/family
Effectively motivated ancillary staff to achieve branch goals of increased patient census by 95% in the
first year, while staying within budget
Led TEAMS chat and responded to questions regarding services and programs (IDA, KDB, etc)
Built relationships with customers based on their needs, while emphasizing empathy for the customer,
taking ownership of the call; following the hierarchy of the retention call flow process; and building
trust and rapport with customers
Educated ancillary nursing staff monthly on policy/procedure changes; chart audit processes, and ICD-9 coding to ensure
highest Medicare reimbursement rates on each new admission, as well as, how to document the assessment to maximize
Reimbursement; educated nurses on subjects required for continuing education;
Built nursing education curriculums for safety protocols, continuing education certifications, and charted outcomes of these
Process which enabled the agencies renewal of state and local licenses
LEADERSHIP
Exceptional ability to multitask, prioritize and manage time effectively.
Encouraged and educated customers regarding telecommunications services
Made sure mobile daily tracker was up to date and posted on team chat link
Directed implementation of patient care plans
Directed, managed, and forged a new home health agency which increased admissions by 90% in one year
Night house supervisor for a local rehabilitation hospital that included approximately 12 ancillary staff and approximately
40 patience with multiple diseases process
charge nurse of a long-term acute care hospital that included 6 nursing staff and 20 critically ill, ventilator dependent
patients
EXPERIENCE
E-COMMERCE SPECIALIST
L2 RESIDENTIAL RETENTION SPECIALIST - L1 RESIDENTIAL RETENTION SPECIALIST Altice USA December 2021 - Current
Connected residential customers with internet, home phone and cable services while adhering to CVT policy/procedure by
Acquiring proper demographic information; upselling the customer by adding Asurion home and entertainment protection and
Support, mobile device protection, and/or total care which included equipment protection and service protection that covered
Any technical visits that may have to be made to the home, as well as, upselling the customer with adding mobile devices and
Mobile service ; accurately scheduled installations and/or properly direct shipped equipment to the customer; maintained at
Least 85% quality assurance score each month and at least a 10 OSAT (how likely customer would recommend services after
The interaction the customer had with a specific agent) score each month
Residential retention agent. Retained cable/internet/home phone accounts by building customer relationships using empathy, using clear and concise communication regarding their current service; comparing competitors services/prices to show how the value of their services relates to the pricing, and then negotiating pricing with the customer making sure to maintain the PSU’s, guarding the ARPU, staying within credit limits, upselling on each call, following the hierarchy of sells, making sure to use empathy and promoting the value of Altice services while maintaining an above average save rate. Transferred to L2 Retention within 6 months of employment, used a different set of guidelines to retain the customer. Compliant with policy and procedures regarding accounts, attendance, and everyday general working requirements. Received a positive 1st year evaluation.
CAREER TRUCKING SCHOOL December 2019 - June 2020
Student at CTS to obtain a Class A Commercial Driver’s License. Completed pre-trip in cab and tractor/trailer inspection exams.
CUSTOMER SERVICE/FOOD SERVICE MANAGER / Chevron Trucking / November 2018-Present
Managed food service/grill for Chevron; maintained proper food prep guidelines, while using proper food handling ; ordered supplies and managed day to day business; balanced registers and liased between customers and owners to ensure all customer service escalations were investigated and resolved within a timely manner.
DIRECTOR/ADMINISTRATOR/BRANCH MANAGER Tyler Home care May 2007 - May 2008
Developed patient care plans, including assessments, evaluations, and nursing diagnosis. Prepared for JCAHO and HIPPA reviews- chart audits, employee evaluations and reviews, as well as, provided continued education. Processed monthly reports
DIRECTOR/ADMINISTRATOR/NURSE MANAGER / Smith County Public Health District / May 2005-2007
Organized, educated and led the adult health clinic and STD clinics which employed approximately 30 support staff, was the director of both clinics which provided health care and medication assistance to the underserved population of Smith County; assisted with grant writing which allocated monies for the clinics to operate-allowed for 200 extra patients to be seen, extra staff, updated equipment, electronic medical records and computerized scheduling system; responsible for educating all staff
References available upon request
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