Customer Service Rep

Patricia V. Johnson

(Email: adypwj@r.postjobfree.com)

**** ***** **, ****** *******, GA 30127; USA Phone 404-***-****)

Professional with Telecommunication and Sales expertise, MBA in Marketing, Customer Service experience, remote technical support, SAP, Microsoft 365 – Word, Excel, PowerPoint, SharePoint, Teams, B2B sales, CRM, Consultative Sales.

EDUCATION: Master of Business Administration in Marketing. Bachelor of Science in Business Administration in Project Management both Degrees from Columbia Southern University.

Professional History:

6/2022 to current - (Contract work through Aston Carter Personnel Services) POSITION: - Remote Sales Specialist at Terminix

Duties are to cold-call current customers and upsell them on Terminix products and services, schedule sales appointments with customers, offer free inspection with the customers in order to upsell bundle pests services and increase revenue.

Remote Customer Service Rep., Delta Dental/Hire Dynamics 11/2019 to 08/2021

•Explained Delta Dental Insurance Plan benefits and dental codes to customers

•Processed payments, switched, assigned dental facilities, and explained HIPPA guidelines

•Processed customers’ Claims and reimbursements of charges

•Took 80 calls daily, sent emails to customers with lists of Dental Specialists in their area

•Handled complaints and follow-up on findings with customers.

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Executive Assistant, Built Development Group 2015 to 2019

•Typed Agreement for Sale, scheduled appointments with contractors

•Purchased building materials from vendors, secured building permits

•Kept track of active projects, and project managers to ensure timely completion of projects.

•Created Excel spreadsheet to keep track of projects

•Updated website.

Sales & Retention Specialist, AT&T, Atlanta, GA 03/2004 to 05/2013

•Managed customers' accounts, resolved complaints amicably, applied credit adjustments, explained bundle plans, added new features, explained Fed fees, and price cost structure, and plans, convinced customers to keep services with AT&T whenever they requested to cancel their accounts with AT&T. Processed credit card payments. Set-up payment arrangements and reactivated disconnected services.

•Troubleshoot Internet connections, explained outages

•85% retention rate for internet and landline customers, prevented churn.

•95% customer retention rating; Excellent customer management skills.

Customer Service rep with Teletech 06/2001 to 03/2003

•Worked at Nextel Call Center in Duluth, GA duties involved activated and programmed cell phones and direct connect handsets.

•Processed Payments, explained phone plans, sold, and added new features.

•Swapped cell service from one handset to another. Handled complaints for quick resolution.

Administrative Assistant, Adecco Staffing/Lucent Technologies 05/2000 to 05/2001

•Secretary to 10 engineers, took messages, processed weekly Timecards.

•Utilized Excel for spreadsheets, Graphs and Pivot Tables.

•Typed training materials and Specs.

•Reconciled monthly credit card statements and payment vouchers.

•Ordered office supplies.

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