Senior Customer Service Representative /Team Lead
Resume:
Monica Cook
Winston-Salem, NC *****
************@*****.***
Looking to obtain a position which utilizes my extensive knowledge and expertise in the customer service
and airline industry
Authorized to work in the US for any employer
Work Experience
Accounts Receivable Specialist
Experis-Winston-Salem, NC
June 2022 to October 2024
Collaborated with Collections Team to resolve billing discrepancies and ensure accurate account reconciliation, improving customer satisfaction and minimizing outstanding balances.
Handled inbound customer inquiries daily, providing expert guidance to help clients understand their billing statements and bring their accounts up to date.
Trained on SAP S/4HANA to efficiently manage customer accounts and billing processes, ensuring timely and accurate financial reporting.
Provided exceptional customer service by addressing billing concerns, resolving disputes, and offering tailored solutions to meet client needs and maintain positive relationships.
Monitored and updated customer accounts to ensure accurate billing information, reducing errors and improving overall efficiency in the accounts receivable process.
Reservations Agent
American Airlines-Winston-Salem, NC
July 2013 to November 2021
Making domestic and international reservations, helping passengers maneuver the website, as well as upselling many extras within a reservation
Provided support in navigating online booking tools, resolving technical issues, and answering customer inquiries to ensure a smooth reservation process.
Customer Service Coach
NCO Group-Greensboro, NC
April 2003 to August 2012
Monitoring and assisting customer service representatives with information regarding company policies and procedures for UPS. Also participating in corporate calibrations on weekly basis.
Education
Associate's degree in Microcomputers
Miller-Motte College - Winston-Salem, NC
August 1991 to August 1993
Transferred in ISOM
UNCG - Greensboro, NC
August 1990 to May 1991
Skills
• Computer Operation
• Customer Service
• Upselling
• Order Entry
• Data Entry
• Phone Etiquette
• 10 Key Data Entry
• Typing
• Front Desk
• Microsoft Office
• Microsoft Outlook
• Office Administration
• Administrative Experience
• Documentation review
• Communication skills
• Time management
• Computer skills
• Sales
• Organizational skills
• Accounts Receivable
Certifications and Licenses
Driver's License
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