February **/****

Cover letter

Re: Customer Services Rep

My experience includes over 10 years at Rogers Telecommunication Industry as a Billing Expert and Customer Services Care support agent, and five years of Medical billing with system devices with Respircare Division of Messer Grieshirm IND.INc., where I have accumulated a diverse range of accounting experience. I have excellent communication, organization, and time management skills. I have vibrant and positive work attitude, and I am willing to undertake any training needed to enhance my expertise within my role when necessary.

In my previous role as a Billing Expert, I investigated customer’s billing for accuracy on packages, pricing, and provided support to Roger’s care frontline agents with system applications training, new and current project launches, promotional rules and regulations, and directed agents on how to resolve conflicts and provided resolutions.

I am assertive, goal-oriented individual with a desire to use my knowledge to make a significant contribution to the growth of your company. I am experienced in Microsoft word; Excel spread sheet; Power point; Outlook; Sage 50; Quick Book; Acc pack; and Simple Accounting.

I have enclosed my resume for your consideration for the position as a Customer Service Representative, my diverse type of skill sets makes me a strong candidate for the position, I would appreciate the opportunity to meet and discuss my qualification with you further, please feel free to contact me at a suitable time.

Kind Regards,

Sheverline Edwards

Encl.

HIGHLIGHTS OF QUALIFICATIONS:

10+ years of providing exceptional customer services and a billing expert within Telecommunication industry, and 5 years in the Health care and Financial sectors with a high level of customer focus

Seasoned skills in negotiation with diverse stakeholders with a proven record on enhancing organizational severity while surpassing standard care practices

Responsible for identifying opportunities that deliver an optimal customer experience

Provided support training on system applications, billing and adjustments to customer satisfaction as business needs required

Strong communication skills and proficient in Knowledgement Tools used to review and investigated issues within the system, products, and services

Proficient in Microsoft words, excel, power point, outlook, quick book, account receivable/payable, simply computerized accounting and CPA

EDUCATION AND TRAINING

Accounting/Payroll, Trios College 2019-2020

Certification in Windows MS, AccPac Plus-Tazynu Tec, Toronto 2000-2001

BA, Business-DeVry Institute of Technology 1994-1997

BUSINESS EXPERIENCE:

Rogers Telecommunication Inc.

Billing Expert/Customer Care Agent Support-Kitchener 2012-2017

Investigated cases to identify the issues for clarification

Recognized new issues, reoccurring and ongoing issues to be investigated, and forwarded the appropriate Analyst and IT personnel for further support or resolution

Applied campaign codes to reduce cost or to provide customers with a better value

Liaison between the different IT departments for testing new launches of system application

Access to third level adjustment up to $5000.00 to correct system or agent errors.

Supported training on system applications to agents as business needs required on activation for special projects launched

Rogers Telecommunication Inc.

Customer Relation Agent-Brampton Sept. 2008-2012

Provided superior customer services through identifying customer issues and clarification through probing questions.

Met performance objectives/expectations: sale, quality and retained customers.

One of the top representatives in customer relation department exceeding all requirements on an ongoing basis and recipient of customer accommodations.

Provided internal and external clarification on billings, Campaigns and promotional issues

Rogers Telecommunication INC-Brampton

Customer Care Agent Feb.2007-2008

Retrieved and answered calls with customer concern and issue on an ongoing basis.

Reviewed customer products and services, advice and make changes to sustain customer’s concerns

Adjusted billing, apply campaign codes, upgrade, downgrade or removing and adding products to cx satisfaction when requested

Completed basic trouble shooting, recommend and transfer technical issue to the appropriate IT supporting groups

Proresp/Prohealth

Admin/Customer Services-Etobicoke Aug.2005-2006

Maintained current/accurate client records including ADP, HOP, 3rd –party client status information

Greeted/handle and manage 10-15 walk in clients daily.

Direct communication between head office AR/AP and inventory

Initiated and manage ADP forms: tracking, update request, address delays and hold/rejected.

Assisted HCP with HOP applications and renewals to obtain HOP funding.

Engaged in liaison and public relations activities with health & social service agents for continuing care of clients.

Respircare-Division Of Messer Grieshirm Ind. Inc. June 2001-2004

ADP Billing Clerk/Customer Services-Richmond Hill

Provided Customer services to the general public and members of Nurses and IPEP medical professions.

Obtained approvals from the Government of Canada for clients requiring system devices.

Created and managed database of up to 300 records monthly,

Performed administration duties in areas of accounts payable/receivable, petty cash, faxing, filing and prepares bank deposits weekly.

Managed inventory supplies for all medical supplies for customer and Dr. Offices.

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