Account Expert/ Service Advocate

OCTAVIA PEPPERS

Grovetown, GA 308**-***-*** **** *********@*****.***

ACCOUNT SPECIALIST

Exceptional proven Customer Advocate with experience in customer satisfaction, and quality assurance. Known for approaching each call with a can-do mindset, emotional intelligence, respect, courtesy, and a genuine desire to help. Solutions oriented, self-motivated, professional characterized by overachieving goals and maintaining outstanding customer relationships. Core competencies include:

Cross Functional Leadership Customer Relations Retail sales Cash handling

Quality assurance Technical support Negotiation Customer Retention

EXPERIENCE

Assurant, Remote March 2024-present

Auto Insurance Group

Review automotive service agreements with consumers.

Educate clients on coverage options

Locate in network providers and scheduled repairs.

Call Service level meeting at 85%.

Quality Assurance exceeding at 97%.

Handle time meeting at 10 minutes.

Document service agreements appeals to Escalations.

Reimbursements process for Non-authorized repairs.

T-Mobile, Augusta, GA January 2015 - June 2023

Account Expert

Determined and resolved root causes to customer concerns and inquiries, identified appropriate revenue and service enhancement opportunities while maintaining QA and reaching goals.

Exceeded retail sales goals by an average of 17% every quarter in 2021

Drove Quality Assurance (QA/NPS) from an average of 65% to 90% through effective and timely resolution of various customer inquiries and concerns.

Increased client retention by 59% by implementing an efficient grievance resolution process and trackers.

Identifying and providing offers for appropriate features and services totaling $2190 in new activations.

Collected 87% on past due accounts.

85% completion of training modules.

Appropriately negotiated adjustments and account credits (C&A) within $2.90 per call.

Electrolux Home Depot Support Team, Augusta, GA November 2012 to January 2013

Logistics/Customer Service Agent

Received inbound calls for order corrections and date changes. Documented all contacts, courses of action, and resolutions for each call in SAP, SAP GUI and ADMS.

•Communicated with retailers and delivery agencies on processing damaged/defective units.

•Received inbound calls for technical troubleshooting on kitchen appliances.

•Communicated with authorized servicers for warranty appointments.

•Maintained company performance standards.

Electrolux September 2012 - February 2013

Spherion - Augusta, GA January 2012 - September 2012

Frigidaire Harrison Customer Care Specialist

Maintained company performance standards. Documented all contacts, courses of action, and resolutions for each call in SAP.

•Received inbound calls for technical troubleshooting on kitchen appliances.

•Communicated with authorized servicers for warranty appointments.

ADDITIONAL RELEVANT EXPERIENCE

Movie Gallery - Thomson, GA

Store Director

Managed the inventory of video and sell through products.

•Planned, coordinated and managed the receiving and transferring of new products.

•Opened and closed the facility.

OCTAVIA PEPPERS *********@*****.*** PAGE 2

•Maintained sales quotas in specific metrics.

•Lead store meeting and district conferences.

•Assisted with district hiring.

•Updated site interior weekly and quarterly.

•Completed Neighborhood Marketing Initiatives monthly.

SITEL - Augusta, GA

Sales Team Leader Team Manager

Enrolled Medicare beneficiaries into new Prescription Drug Plan (Pearson project).

•Implemented weekly training with Prescription Drug Specialist (Pearson)

•Assisted team members in professional and personal development using Performance evaluations, progressive disciplinary action, and training requirements.

•Performed other duties as needed.

•Checked daily updates for changes in protocol.

•Answered questions from Specialists on the Help Queue.

•Kept Specialists updated during daily, scheduled Pre-Shift meetings.

Customer Service Professional

Received inbound calls, gathers and verifies required information. Learned and retained a working knowledge of existing and new accounts.

Maintained an acceptable talk time.

Input data from customers and manual orders into computer system to ensure accuracy of information.

Represented the company by providing our customers with dependable service.

Accepted payments, scheduled payments arrangements, and explained charges on billing invoice.

Technical support for high-speed internet and cable television.

EDUCATION

South University - Montgomery, AL

Montgomery Job Corps Center - Montgomery, AL

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