Customer Service Call Center

Jennifer R. Alvis

*** ********* ****, **********, *******

C: 256-***-****

**********@*****.***

SUMMARY

Experienced customer service professional with over 30 years in finance, customer service, and support industries. My past experiences range from hospital environments to call center interactions, all with successful outcomes.

I can adapt to a variety of environments, learn various roles and software, work independently as well as group settings. My commitment to success for my organization and myself is a driving force behind my continued pursuit of employment.

PROFESSIONAL EXPERIENCE

Government Education and Medical Collections Associate

AT&T August 2023 – Present Huntsville, Alabama

Issue adjustments on client accounts to ensure good working relationships with customers and maintain high customer satisfaction while achieving company goals and pursuing revenue.

Contact customers via email and phone to resolve disputes, billing inquiries, and balance discrepancies.

Utilizes one of twenty-four systems to accurately document customer contact, resolve billing and collection issues, initiate contact with internal and external customers.

Collaborates with management, internal affairs, outside collection agencies, and escalations team to resolve outstanding accounts payable issues.

Insurance Premium Auditor

Wilkinson Insurance Services October 2022 – August 2024 Huntsville, Alabama

Performed audits of accounts substantiating accuracy of policy classifications, exposure based

inclusions and exclusions, status of subcontractors, subcontractor cost allocations, business operations,

and audits of the overall business.

Interviewed the insured to understand their operations and business model for risk analysis. Determined employee job classifications based on job role and responsibilities and exposure to hazard.

Compiled and analyzed client operations and accounting records for accuracy in preparation of the

audit, including examining and authenticating classifications related data from business records.

Escrow Officer/Closer Huntsville, Alabama

Foundation Title and Escrow October 2020 – October 2022

Coordinated with lenders, government entities, and customers to ensure accuracy of transactions and charges.

Balancing files and disbursing funds via ACH transactions.

Professional and prompt communication with all parties.

Timely submission of required documentation for funding approval.

Ensuring all relative documentation is recorded as efficiently as possible.

Abstractor/Landman Shreveport, Louisiana

Red River Oil & Gas August 2018 – May 2020

Use of Microsoft Office package to publish research in document formation.

Building rapport and maintained mutually successful relationships with Lessors, government officials and industry partners to enhance our business opportunities and profile in the community.

Drafting documents for the purpose of exploration and development.

Researching titles and preparing lease agreements.

Gathering and analyzing land information from various sources including courthouses, clients, and government agencies.

Revenue Auditor Shreveport, Louisiana City of Shreveport Finance Department March 2015 – August 2018

Audited accounts receivable to identify businesses and individuals in non-compliance with City regulations and state law related to delinquent property tax, code enforcement, and occupational license tax.

Assisted in administrative operations including ordering/inventorying supplies, vacation balance tracking, payroll and scheduling.

Created and updated spreadsheet for payments, payment plans, and delinquencies.

Maintained confidentiality of all interactions between citizens and revenue/compliance office.

Managed escalated customer service issues to ensure timely resolution.

Residential Sales/Small Business Collections Huntsville, Alabama

AT&T April 2001 – October 2014

Responded to questions from up-front representatives to resolve procedural issues and customer queries and ensure customer satisfaction.

Managed the training of new staff members and peers in specialized areas of governmental, educational, and medical client accounts.

Researched and resolved payment and billing complaints from customers.

Assisted in developing policies and procedures implemented in AT&T collection’s departments throughout the nation.

RELEVANT SKILLS

Customer Service Microsoft Office

Verbal and Written Communications Adaptability

Organizational Budgeting

Accounts Receivable Accounts Payable

Problem Solving Planning

Employee time inputting/approval PTO tracking

EDUCATION

Master of Business Administration in Project Management

Ashford University, Forbes School of Business, San Diego, CA

Bachelor of Science in Business Administration

Murray State University, Murray, KY

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