Customer Service Representative
Resume:
INGRID SMITH
Evansville, IN 47711
www.linkedin.com/in/ingridjsmith
*.*********@*****.***
SUMMARY
Energetic Senior Lead Sales Support Clerk with significant experience in telecommunication cable industry. Establishes a high sales and collections success rate in a fast-paced environment. Provides excellent customer service and focuses on leadership to create a cohesive team. Plus has an excellent troubleshooting skill and my problem-solving rate 95% completion PROFESSIONAL HISTORY
ADT SECURITY SERVICE /PROTECTION ONE, Evansville, IN 2014-PRESENT Install coordinator duties
Keeping Backlog clean and up to date
Scheduling and optimizing schedule
Site readiness calls for the schedule
Welcome Calls for phone sales
Work with customers to optimize their install
Relay information to installers regarding installs Local Phone traffic
Handle incoming calls on multiline phone system, transferring customers to proper department Create mastermind shells for phone sales (building accounts) Book Informix for phone sales
Document management/DATA CAP/Docuware
Scan paper work to O2C/Document management system
Correct paper work on hold for phone sales
Work with Sales on paperwork when paper work is on hold Review completed closeout paperwork
Create certificate of installation to ensure customer receives their home owner’s insurance discounts Work with customer’s insurance company to provide documentation, as well as any additional information needed to ensure customer receives their home owner’s discount File room management
Keep files organized
Retrieve files and contract information when needed Permit Processor
Establish vendor accounts with accounts payable
General facilities management
o Create appointments to have documents picked up and shredded o Create appointments for office machines that may be experiencing issues o Work with IT when there are computer and/ or office machine issues o Ordering Supplies for office
Customer facing
● Contract requests from customers
● Customer relations
● Create 2172 (refunds) per manager request, research credits due to customer
● Work with billing department to resolve billing issues
● Batch customer checks for processing
● Validate checks prior to check destruction
o Destruction occurs after allotted time period – checks kept in a secure locked file
● Process partial disco per telemarketing sales when customer’s monthly rate has decreased
● Process follow up for check clearance
● Follow up with customer when billing department cannot process checks via document management
● Destruction of confidential files after allotted time period Sales Support
● Train on proper procedures of filling out residential contracts, terms and conditions
● Retrieve and print commission reports
o Send to Sales Managers for review
o Send to Sales persons for review
● Created an open environment of communication between sales and install Payroll Duties
● Process payroll for 7 installers and 5 service techs o Done on a weekly basis
o Create reports for each batch of payroll
o Five Install reports created for balancing hours and money amounts with actual amounts on expected pay time ticket
o Six Service reports created for balancing hours and money amounts with actual amounts on expected pay time ticket
● Validate process and transfer batches to Pay mix
● Using Oracle business suite
HR Duties
Confidentially of personal information Process people assignments Obtain management approval on assignment on three levels
Operations Manager
Area Manager
Install/Service Manager (Matrix)
Process people information
Submit People information and Assignment to HR information for further processing File termination paperwork
Process:
● Federal
● State
● Direct deposit
Submit to Payroll for further processing
Create building access for new hire into a secure building Follow up with new hire after a few weeks if check has been direct deposited as well as any discrepancies in their paycheck if necessary
INSIGHT COMMUNICATIONS / TIME WARNER CABLE, Evansville, IN 2001 – 2013 Sales Assistant / Lead Clerk / UAT 2008 – 2013
Supported sales department in order entry, promotions, and inbound and outbound calls. Verified all systems were functional and current. Processed electronic updates through emails, and written communication.
● Researched customer history, offering best package at an affordable rate.
● Sold products and services based on clients’ needs, up selling when necessary.
● Reviewed credit reports, determining deposit amount required for new service.
● Researched social security numbers, verifying customer had no previous debt with the company.
● Updated, verified, and filed work orders and legal documents.
● Supported clerks in daily duties, answering questions and providing directions.
● Keyed in daily batches of money collected by Direct Sales Representatives, ensuring payments posted in a timely manner to avoid service interruption.
● Tested new launches taking placing in Integrated Communications Operations Management System (ICOMS), verifying all billing and consumer information had merged correctly.
● Performed mock transfers to test new services, verifying pricing, taxes and promotions transferred correctly.
● Received “Employee of the Month” for providing excellent customer service and ensuring one-call resolution, 2008 and 2010.
● Nominated for Employee of the Quarter by peers, 2012.
● Created a spreadsheet for direct sales representatives, used to track hours, sales and assigned areas.
Sr. Sales Representative 2004 – 2008
Sold products and services through inbound calls and entered into ICOMS.
● Achieved 3.5% completion rate on sales by establishing a relationship with customers and determining meeting their needs.
● Received “Mentor Award” for training all new hires in sales and care department, 2004.
● Achieved sales goal of $6K per month, earning “Five Star Mystery Caller”, 2006.
● Received “Excellent Customer Service Award” for leadership controlling call flow, 2006.
● Provided customer service for inbound and outbound calls. Sold services to new and existing customers utilizing ICOMS and call navigator.
● Troubleshooting and resolving any problems or issues having 95% completion rate Sr. Customer Service Representative 2001 – 2004
INGRID SMITH *.*********@*****.*** PAGE FOUR
INSIGHT COMMUNICATIONS / TIME WARNER CABLE (Continued)
● Negotiated with accounting department to start a new collection team, collecting $50K in 3-month period.
● Retained 200+ customers over a 3-month period, collecting $103K and saving $18K in cost for company to disconnect services.
● Negotiated payment arrangements with delinquent customers, resulting in 85% completion on payments.
● Provided prompt resolutions for customers inquires, following up when necessary.
● Exceeded appointed sales goals by 2.5% by communicating with customers on highlights of services and benefits of products.
● Trained and mentored new employees to go live on phones, providing support and answering questions as needed.
ADDITIONAL PROFESSIONAL EXPERIENCE
COMMUNITY ACTION PROGRAM OF EVANSVILLE, Evansville, IN Bus Monitor / Teacher's Assistant
Koch Label Production Evansville, IN
IT SKILLS
MS Office (Word, Excel, PowerPoint, Outlook), ICOMS, Call Navigator, Troubleshooting, UAT, IBM Call Center E-Contract, Mastermind, Informix, Gantt, Field Reporting, JST, Sales Pilot, Sales Forces, Document Portal, Docuware, DATA Cap, I9 Sterling, Onboarding Ne Hire, Oracle, Electronic Daily Timecard, Quality Assurance, type 50 wpm
EDUCATION
Diploma, Harrison High School, Evansville, IN
Business Courses, Ivy Tech College, Evansville, IN BA Applied Behavioral Science Ashford University Poway, CA PROFESSIONAL DEVELOPMENT
Code of Conduct /Ethic Training,2017
HIPAA Privacy and Security Training,2016
Ethic Code Words Training,2016
EH&S Annual Training,2016
Awareness and Security Training, 2013
Diversity and Privacy Training, 2012
Dale Carnegie Training, 2008
Delivering Cable Service, 2006
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