Heaven Mounts

Professional an Qualified Candidate with broad background and experience in the

workplace

Davisville, WV 26142

adzkgt@r.postjobfree.com

+1-304-***-****

I am a highly experienced and well trained Customer Service/Sales and Technical Support Representative that is focused on expanding my background experience and knowledge across any and all aspects of the workplace. Specializing in Billing, Customer Service, Inbound and Outbound Calls and Technical Support. I have also maintained multiple jobs in the Administration/HR Department, Recruiting/Training and Management. I have always been comfortable in fast paced environment and adapt quickly to new learning and work experiences. At the start of my career I worked directly with Sales Representatives and customers establishing service and troubleshooting any related issues. Building rapport and dealing with customers over the phone and this has been something I have grown to love and enjoy. I feel very comfortable in almost any Customer Service related field of work and I've been sought out as a sufficient leader and teacher to be responsible for training others in the same atmosphere. I worked as a Telephone Sales Rep for a year before moving into management and then eventually training with the same company prior to it closing its doors and moving to another company. Another position worth mentioning included job duties of corresponding with patients and doctor offices. Relaying messages scheduling and emergency after hours. Also held position with Health Insurance providers and have maintained a lot of medical information during employment. I anticipate new challenges and take initiative in the workplace. I look forward to meeting new people, expanding knowledge and developing new skills to add to my current abilities. Authorized to work in the US for any employer

Work Experience

Supervisor/Trainer

Sirus XM - Parkersburg, WV

January 2022 to March 2023

I had a group of agents that I had to oversee to ensure they were meeting their goals and expectations. Worked with them closely to focus on any improvements or issues. Maintained goals, call times, sales and follow-ups. Worked with any calls backs, complaints or other issues. Helped with onboarding and training of new agents and employees. Set up schedules and handled any issues with agents and my group of set employees with their responsibilities. Customer Service Representative (CSR)

Support.com (Comcast) - Remote

October 2019 to January 2022

I worked at home with Comcast Cable. Taking phone calls for Technical Support and General Inquiries. Inbound calls and customer resolution. I’m familiar with different billing systems and the ins and outs of cable, phone, home security and internet. I’ve maintained a career focused on customer service, specifically technical and cable support.

• Provided assistance to clients

• Answered phone and assisted customers with changes

• Assisted customers in person

• Created customer appointments

• Scheduled reservations for customers

• Maintained up-to-date knowledge of customer accounts

• Explained products and benefits

• Confirmed payments, refunds, etc.

• Resolved payment and order disputes

• Provided excellent technical support

• Operated the live chat

• Wrote call center scripts

At Home Customer Service Representative

Aspen Media - Nashville, TN

September 2018 to August 2019

Worked from home as a sales and phone representative. Made calls for HVAC to schedule appointments, called to conduct surveys. General sales and outbound calls for media and local radio and tv stations. Work from home position allowed me to continue my work with customer service and become proficient In an at home environ

Operator

Action Telcomm - Parkersburg, WV

September 2017 to June 2019

Phone Operator for a local answering service. Handles 24 hour calls for a variety of different businesses and doctors offices. Office based work that includes scheduling, documenting and delivering messages, and keeping accounts up to date. Familiar with working/communicating with Doctors offices and patients on a daily basis. Tracking utility companies and other 24hr businesses. Handles scheduling and payroll for the office. My work has discontinued due to office formally closing on June 1st 2019. Crew Member

McDonalds - Parkersburg, WV

November 2015 to 2019

Currently employed part-time at Mcdonald's as crew member. Duties include food handling, cashier, dishes and closing store. Typical duties for this line of work. This is my first experience working fast food. Although not ideal or similar to my previous work history it is a reliable source of income. desk clerk

Liberty Truck Stop

June 2015 to November 2015

at fuel station. Managed paperwork for trucking and repairs. Processed payments and billing. Hours were insufficient so took on another job.

Billing Specialist/CSR

Staffmark/BCBS - Parkersburg, WV

August 2013 to May 2014

My main duties were taking inbound calls for members that have questions relating to their billing and premium amounts. I use several different billing systems to obtain information. Which is where most of my work experience comes from, billing. I have become very knowledgeable with the various systems and programs that we use. I am able to work independently for majority of shift resolving issues and billing questions. I take in everything I can so I can use it again when needed. Learned several customer service skills such as First Call Resolution, Maintaining Customer Satisfaction and other procedures we follow. Using prior customer services skills and billing knowledge to do my job efficiently. I also worked closely with claims and complaints and helping resolve all issues that members are having. ADMINISTRATOR

JAK PRODUCTIONS

January 2013 to July 2013

Upheld all of employees and staff along with their attendance, production payroll, sales, expenses, reports, policies, procedures, disciplinary actions, scheduling and pay rates. . All of the company's' incoming and outgoing issues and complaints and communicated with corporate on these issues. Established schedules, pay rates, and implemented them as well. Maintained workplace and all employees from hiring status to termination status. RECRUITER

JAK PRODUCTIONS - Parkersburg, WV

January 2013 to July 2013

Conducted a majority of all hiring and interviews at JAK. Did one on one interviews with applicants, conducted testing and provided training material. After employing applicant I continued with the hiring process in the Administration aspect as well. Maintained website, produced flyers and sought out potential employees.

Supervisor/Training/Quality Assurance/Agent

IPACESETTERS/121 DIRECT

November 2009 to January 2013

As a hands on supervisor I maintained campaigns for company, ADT, COMCAST, and AW. I worked my way from an agent to management within 6 months. Managed and ensured representatives were maintaining site goals. Ran one on one sessions for improvement for agents who were not at goal or expectation. Directly worked with Door to Door Sales and Billing for incoming cable orders. Conducted training classes for employees when learning billing systems for Comcast Cable. Managed direct sales for Comcast. Led door to door for 3 different regions and maintained service level and occupancy for this program. Ensured agents knew how to rebuttal, build conversation, upsell and maintain sales in Comcast sales. Used experience to show all employees positive way to implement these things. Managed timesheets and sent daily reports for sales and hours for programs dialed. Ran dialer for calls both incoming and outgoing.

Q.A- Quality Assurance. Listened to agents calls and sales to ensure they were properly being done. Scored these calls and reported back to agent to maintain improvement. Overall goal was to maintain order and implement rules. Also make sure everyone is aware of goals for the day and procedures to reach those goals. Work as a team and with people individually to obtain our goal. Used several different programs and processes to teach and reach objective. My main objective daily was to come in and motivate and teach. While learning new things myself. Direct Sales Agent

March 2009 to August 2009

Received and made calls for ADT/COMCAST. Sold ADT security reviews and Comcast cable services. Took inbound calls for door-to-door placed cable orders for representatives in several different billing systems. Ran credit checks/processed credit card orders.• Added and activated equipment on customer's cable accounts. Overall worked processing cable orders.

Education

Associate in Business

Phoenix University

2019 to Present

Associate in Business

Mountain State College - N Parkersburg, WV

February 2012 to March 2015

Associate in Business Management

Parkersburg High School

2004 to 2008

Skills

• Customer service

• Front Desk

• Excel

• Microsoft Excel

• Communications

• Sales Experience

• Maintenance

• Inventory

• Receptionist

• Quality Control

• 10 Key Calculator

• QuickBooks

• Typing

• Customer Care

• Call Center

• Customer Support

• CSR

• Microsoft Office (10+ years)

• Communications (10+ years)

• Technical Support (10+ years)

• Accounting (3 years)

• Customer Service (10+ years)

• Sales Support (10+ years)

• Troubleshooting (8 years)

• Work from Home (4 years)

• Forklift

• Cold Calling

• Direct Sales

• Live Chat

• Inside Sales

• Outbound Sales

• Upselling

• Outside Sales

• Sales Management

• Microsoft Powerpoint

• Outside Sales

• Door-to-Door Experience

• Account Management

• Negotiation

• CRM Software

• Accounts Receivable

• Presentation Skills

• Medical Receptionist

• Telemarketing

• Research

• Microsoft Outlook

• Microsoft Windows

• Help Desk

• Project Management

• Customer relationship management

• Business development

• Communication skills

• Computer operation

• Management

• Desktop Support

• Quality Assurance

• Recruiting

• Salesforce

Assessments

Customer service — Proficient

November 2019

Identifying and resolving common customer issues.

Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

Professional Skills

Customer Service: Expert

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