Customer Service Human Resources

RESUME

Donna Lee-Hoper

Spring Hill, FL

Phone: 516-***-****

Email: ***********@*****.***

Objective

To obtain a Full-time position where I can unitize my extensive customer service experience in managing and developing relationships with customers, client and employees. Strong analytical skills including the ability to problem solve with diverse perspectives.

Ability Summary

10+ years customer service experience in a variety of settings

· Experienced following Human Resources attendance policy and departmental guidelines

· Oversaw a team of 20 call center agents who answered incoming calls

Ability to multitask while meeting weekly deadlines

· 6 years’ experience managing intake of emails and incoming calls

· Excellent collaborator with the ability to work with all levels of management

Employment History

11/2019 - 05/2024

Billing Specialist

Spectrum Charter Communications, Riverview, FL

Answered incoming calls from customers with internet, cable and landline service

Explained charges and rates on customer's monthly statements

Communicate all product changes and rate increase

Offered promotional discounts to retain customers

Educated customers on packages available to save on monthly services

Issued credits for canceled service when needed

Updated customer's contact information such as address, email, and phone number

Informed customers of monthly promotions

Change TV package and increase or decrease internet speed at customer's request.

Place customer's vacation home services on hold for a short period and reactivate services when requested

02/2022 - 05/2024

Retention Specialist

Spectrum Charter communications, Riverview, FL

Answered incoming calls from customers requesting to cancel or downgrade services

Educated customers of the benefits and features of Spectrum products and services

Answered billing inquiries regarding rates and service issues in polite manner

Created packaging and special pricing for products and service to retain accounts

Review customer's accounts and provide feedback on products to better serve their needs

Assist customers with request to transfer service to new locations

Applied updates from training classes and coaching feedback to improved call quality

Maintained average handle time to meet and exceed daily goal

Consistently strive to meet monthly departmental goals

06/2013 - 08/2019

Sales Operation Support Manager

Bedgear, Farmingdale, NY

Provide weekly sales report with status of pending and shipped orders to the Sales Director and Operation Sales Manager.

Update and communicate changes to retailers account to managers and shipping department.

Provide the status and tracking numbers of our drop ship orders for consumers to retailers • Answer incoming calls and emails from retailers and sales representatives

Maintained a positive relationship with consumers and retailers by responding and resolving issues in a timely manner

Process returns authorization and issue call tags for items returning to our warehouse

Request signed proof of delivery from freight companies for retailers on all shipping shortages reported by retailers

Review all shipping and orders discrepancy with inventory management team to ensure merchandise accuracy count

Worked with the accounting department to streamline the credit memo request process.

Approved and process credit for defective and damaged merchandise

Enter replacement orders to correct shipping errors such as shortages and mis-picked items

Update retailers order form with new pricing and product SKU

Assist Sales Managers with task and projects when needed to meet deadlines

Attend weekly and monthly meetings with sales team and provide feedback on issues affecting sales.

Worked with the inventory control manager to improve return and restock process.

Education History

Business Management and Finance

No degree provided

Adelphi University, Garden City, NY

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