Customer Service

Yvette L. Hines-Fleming

New Haven, CT ***** • 203-***-****

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

Sales and Operations Leader

Experienced sales and operations leader with proven success collaborating with customers and outside sales teams. Managed operations, collaborate with various teams to address issues and drive results. Core Competencies

Operations • Account Management • Sales Strategy • Escalations • Communications • Customer Service • Cashier • Data Entry • Retail • General Office • Detail Oriented Professional Experience

AT&T, North Haven, CT - Senior Inside Account Rep Manager 07/2008 – 11/2022 Work directly with customer and outside sales team. Process request for quotes, orders, and invoices. Process Data CPE orders in multiple equipment ordering systems. Engage engineering for complex orders. Gatekeeper for margin. Create customer facing proposal and sell AT&T maintenance to customer. Manage the project execution and overall coordination between customer and outside sales team, Work with collection team to reduce account receivable.

AT&T, North Haven, CT - AES Operation Manager

Manage day to day billing & credit operation for AT&T East data CPE sales. Work with sales team to address and resolve all issues for exclusive deals, special delivery and/or billing requirements. Research & solve billing discrepancies, determining & implement corrective action. Process all credits, send notification to team with information for sales/customer follow-ups. Collaborate with accounts payable to verify vendor and customer related credit and write-offs are process. Weekly monitoring and resolution of vendor invoice not paid due to disputes or discrepancies. SBC, North Haven, CT - Analyst Customer Service Manager Provide dedicated sales support and customer services, on FaxWorks Broadcasting System. Participate in joint sales calls and customer visit as required. Ordered supplies and materials. Resolved complex problems and billing discrepancies, issue credit memo & collection letters. Southern New England Telephone Co, New Haven CT - General Office Assistant Support thirty managers, maintained attendance & overtime records, ordered vacation checks, and early pay drafts. Input date into various mainframe and PC application. Typed variety of correspondence, reports and forms using Microsoft Word, Excel, and PowerPoint. Ordered office supplies.

Sam’s Club 6442, West Haven CT - Claim Clerk

Completed damage log for all damages and defective merchandise returned each day. Arranged credit for merchandise and authorization to return defective merchandise.

Southern New England Telephones Co, Hamden CT - Legal Assistant Initiated calls to and received calls from delinquent accounts referred to the attorney for legal action. Issued small claim writ, civil summons, wage execution and judgement. Prepared and filed claims related to bankruptcy petition and claim against estate. Negotiate payment arrangements.

Education

Kaplan University – Project Management – Business Certificate Albertus Magnus College, New Haven CT – Master of Business Administration, Business Albertus Magnus College, New Haven CT – Master of Science Management, Business National Academy of Paralegal Studies – Certified Paralegal-Legal Assistant Columbia Junior College – Data Processing, Computers

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