Security Agent Customer Service
Resume:
Tanisha Horton
**** ******* ***** *********, ** 30236
*************@*****.***
OBJECTIVE
To motivate, train and mentor agents to be successful using my communication, customer service and leadership skills that I have obtained over the years
EDUCATION
EXPERIENCE
Von Steuben Metropolitan High School
Chicago, IL
06/1990
Diploma
Joliet Junior College
Human Resource Management Certification
Joliet, IL
2016
Excel & SQL Courses
eXcelerate online course
2020
Harvard Courses
2020
LinkedIn Coaching & Developing Employees 2021
TECHNICAL EXPERIENCE
Microsoft Office Products
Outlook / Skype
ACSR Billing Systems
AMDOCS Billing Systems
Einstein 360
Citadel Software Systems
SharePoint Database
Verint
Aceyus
01/2022 - Present
Sr. Analyst II
• Comcast Accounts Receivable • Virtual, GA
Manage a collection portfolio up to $3M
oAnalyze invoices
oHandle collections for over 400 active and pre-OCA accounts
oAccountability for accounts 60 days and greater past due to ensure those accounts do not fall into the bad debt category
oIdentify trends and anomalies
oDetermine cause of delinquency
oMake recommendations that benefit the business and the customer
oAssist customers with account reconciliation
oIdentify misapplied payments or need for refunds
Lead Federal Gov’t collections call
oRun monthly Federal Gov’t and Erate report
Train new employees
03/2021 – 01/2022
Interim Supervisor, High Risk Credit & Account Services
• Comcast Residential Collections • Virtual, GA
Support and manage 28 agents.
Mentor existing agents
Provide daily coaching and feedback to agents.
Allow agents to self-discover ways to improve the customer experience.
Monitor Agents real time schedule/Adherence via RTA (Real-Time Analyst)
Monitor SLA for the department via Aceyus
Complete daily Macro adjustments
Run daily productivity report.
Monitor supervisor escalation queue
Liaison between other departments within the COE
Create/update process documents.
Facilitate new hire interviews.
Complete agent audits
10/2019 – 03/2021
Credit and Account Services Rep.
• Comcast Residential Collections • Virtual, GA
Took inbound/outbound call for residential applicants and existing customers.
Assisted customers with their bills/payments and arrangements.
Cross trained in commercial collections department
Virtual 1 on 1 training of new hire personnel
Provided floor support in the supervisor’s absence.
Acts in a Team lead capacity assisting with escalations
Retrieving OCA contact and customer payment information via Latitude
10/2018 – 03/2020
Lead Security Agent Main Campus
• Delta DGS • Delta Main Campus
Greet employees & guest
Ensure the Campus was secure
Check & verifying employee status
Check & verify visitors identification and reason for being on the Campus
Write daily status reports to hand off to the next shift
Train new agents
07/1997 – 07/2018 *retired 21yrs of service
Analyst - Business Field Operations
• AT&T • Virtual, GA
●Analyze & validate data by collaborating with directors within my region
●Produced & managed daily, weekly and monthly operational reports and presented to executive leadership
On time performance OTP%
NPS report (Net Promoter Scores)
Headcount
Safety
Liaison between field workers and executive management
●Provided ADHOC reports to executives as needed
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