Customer Service Manager
Resume:
*****.*******@*****.***
Julie A. Craig 3398 Somerset Ave.
Deltona FL, 32738
Objective: To use my superb analytical skills and strong written and oral communication skills to handle increased responsibilities and challenges. Combined with my experience in advanced knowledge of Microsoft Office/Excel, excellent organizational and time management skills, ability to create outstanding experiences at every interaction, and strong work ethic, I look toward opportunities to continue to build my skills within your organization.
Experience: Frontier Communications Deland, FL
Financial Planning & Analysis Specialist (June 2016 – Present)
Responsible for the Company’s financial forecast, annual budgeting process, operating plan, variance analysis, special projects and report them to the Vice President of Revenue. Prepare the budgeting, forecasting, long-term planning, implementation, and business strategic analysis of the financial team, in efforts to ensure efficient financial operations. Analyze complex financial information and reports to provide accurate and timely financial recommendations to management for decision making purposes. Supporting Senior Management Team and Departments heads with in-depth analysis. Highlighting trends and analyzing causes of unexpected variance. Ad-Hoc Reporting and Analysis.
Billing Systems Analyst (January 2015 – June 2016 )
Responsible for DPI Tables maintenance, including development and setup of new products and services. Develop and maintain various database applications, including those sourced from Avaya-IQ, Avaya-CMS/ECH, DPI, AS 400 and numerous other sources. Report creation: ranging from daily reports on the consultant level to quarterly reports disseminated to the highest levels of corporate management. Resolve Remedy tickets submitted by users for system issues in a timely fashion utilizing approved processes. Partial responsibilities also include: project management, testing, ability to analyze new product requirements and determine feasibility, and revenue assurance (finding lost revenue).
General Manager Specialist/Executive Escalations/Consumer Affairs (March 2010-December 2014) Handled sensitive escalations and provided detailed information and demonstrated excellent Customer Service to resolve Executive Escalations for the CEO and VP of the company. Collected payments of various amounts. Prevented customers from escalating formal complaints by resolving billing/customer service issues both over the phone and in writing. Assisted Regional and General Manager with escalated customer issues. Provided additional training to other employees throughout the organization. Conducted administrative and clerical support for the team and Manager by coordinating calendars, scheduling meetings, and answering the department’s phones. Consistently met and exceeded performance goals. I was selected to receive the “Bright Ideas” award by my peers. I was also chosen as the Top Performer for 2012.
Customer Retention (June 2009- March 2010)
Retained customers through education on our products and the use of proper tools. Met and exceeded performance goals each month. Handled and resolved escalated customer concerns. Provided additional on-the-job training for new peers. Provided support to Customer Service teams as needed.
Online Sales and Service (January 2009- June 2009)
Assisted customers in selecting the right services and products. Became an expert on company products and systems to provide quality Customer Service to customers. Met and exceed performance metrics.
Florida Health Care Plans Daytona Beach, FL
Medical Records Clerk (May 2007-August 2007) Summer Work Program
Filed patient’s charts. Answered calls from patients and the public. Researched and responded to patient information requests. Prepared patient charts.
Education: Pine Ridge High School (2004-2008) / H.S. Diploma
Daytona State College / A.A. in Criminal Justice 2018
University of Central Florida / expected bachelor’s 2021
University of Central Florida / expected Minor in Law 2021
University of Central Florida / Certificate in Criminal Profiling
Skills: Experience in training others and working with numerous databases. Performing solid analytical reports. Handling Executive Escalations for Senior Leadership such as the CEO and Vice Presidents. Attention to detail, ability to meet deadlines, and solid organizational skills. Proactive problem solver, exceptional team player, excellent interpersonal skills. Excellent written and verbal communication skills. Superior project management and execution skills. Microsoft Excel and Word, filing, phone etiquette, sales, self-motivated and self-sufficient.
References: Nancy Plummer 386-***-****; Danah Royster 386-***-****; Laurie Toth 386-***-****
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