Client Services Representative
Resume:
Grace Wheatley
Austin, TX *****
******************@*****.***
Throughout all my prior roles, my persistence, dedication, customer-focused attitude, honesty, integrity, and high-level performance have been unwavering. I am a dedicated professional with a history of exceeding customer and company expectations, meeting goals, while utilizing methodical practices. I am skilled in adapting to new situations and challenges to best enhance the organizational brand. Work Experience
Client Services Representative
Spectrum Enterprise - Austin, TX
April 2023 to Present
· Excellent understanding of billing systems. (CSG, Icoms, Agent OS)
· Team-oriented, self-motivated and highly dedicated professional.
· Proven initiative with the ability to learn quickly.
· Deadline-driven with the ability to work effectively under minimal supervision.
· Detail-oriented and follow-up skills.
· Proficient with Microsoft Word, Excel and Outlook.
· Superb written and verbal skills.
· The ability to create the required “White Glove” service for all clients.
· Processing cases for misapplied payments/missing payments.
· Proficiency with Salesforce.
· Navigating through complex billing systems.
· Prioritization and organizational skills for multitasking.
· Follow-up regarding client issues.
· Efficiency with tasks.
· Excellence with time-management.
Sales Support Specialist III
Spectrum - San Antonio, TX
March 2018 to March 2023
· Universal Agent/Order Completion
· Schedules orders for small businesses.
· Evaluating orders to ensure successful installation.
· Proficient in four Icoms Billers: East, Midwest, Brighthouse and KC.
· Proficient in two CSG Billing programs: Legacy TWC and Charter
· Keys orders and modifies all orders on behalf of Sales reps and Customers.
· Proficient in SOM(Sales Order Management).
· Proficient utilization of OMSe and OSM.
· Skills in successful provisioning of phone services.
· Communicates efficiently and effectively with Sales Reps and fellow Reps.
· Meets and exceeds metric expectations.
· Sends and responds clearly and concisely to internal and external emails.
· Continually makes efforts above and beyond expectations.
· Forward and proactive thinking.
· Positive attitude and always open to change in the workplace.
· Utilizes Charter Verify and Voicelog proficiently.
· Fully proficient in SalesForce for National, VAR, and Direct orders.
· Processes ETD/AIM/TMS/UCM tickets.
· Professional, positive, and respectful relationships with representatives.
· Order Management/Scheduling.
· Experience with CRM/Salesforce.
Sales Support (Contracted With Spectrum)
Pyramid Consulting - San Antonio, TX
June 2017 to March 2018
· Scheduled appointments for installation of coax services for small to medium businesses
· Proficiently navigated through ten+ programs regarding billing/notation.
· Key new and current work orders.
· Accurately and efficiently keyed in coax orders for installation.
· Evaluated and corrected presented orders for accuracy.
· Ability to quickly adjust to an ever-changing environment and changing leadership Customer Service Representative (CPS Energy)
West Business Services - San Antonio, TX
December 2016 to April 2017
· Processed calls from customers in a high-call volume setting:
· Process Move-ins, Move-outs and service transfers for Residential CPS Energy customers in a timely manner (4-6-minute call time average)
· Conduct Accurint (Lexis-Nexis) identification verification.
· Answer questions from customers regarding consumption and usage.
· Answer billing related questions and place customers on installment plans.
· Reconnect residential electric and gas services.
· Issue service and message notifications within CPS Energy
· Adhere to metrics regarding call handle time (AHT) and average talk time. Order Processing (AT&T Fiber to the Building)
West Business Services - San Antonio, TX
December 2015 to December 2016
· Processed complex orders for Fiber Optic phone and ethernet services for small businesses:
· Proficiently and accurately send emails to sellers, customers, and associates daily regarding the varying statuses of the customer's orders.
· Navigate through multiple programs in order to submit orders and obtain current notes and assignments regarding orders.
· Technical knowledge of ethernet services, phone services, and circuits
· Enter complex data regarding orders into Excel spreadsheets.
· Create Word documents with site-specific information crucial to the installation of fiber optics to new and existing sites.
· Maintaining organization in a self-paced environment
· Adaptability to ever-changing and improving procedures with minimal training Claims Customer Service Representative
Nationwide Mutual Insurance Company - San Antonio, TX March 2009 to November 2013
· Processed insurance claims for automobile, home, and commercial policies:
· Proficiently navigated 8 separate programs for claim processing and updating information
· Advised policyholders, Insurance Agents, and representatives of the claim process and coverages.
· Actively participated in philanthropic ventures with the company, such as contributing time and funds to United Way and local charities
· Assisted coworkers and team members by giving instructions and tips of work performance enhancement.
· Promptly competed required training classes and thoroughly reviewed system updates
· Provided excellent customer service skills, always putting the caller's needs first and making all extra efforts to ensure customer satisfaction
Education
Bachelor of Science in Interdisciplinary
Texas A&M University - San Antonio, TX, US
May 2023
Associate of Arts in English
San Antonio College - San Antonio, TX, US
2015
Skills
• PPE Compliance
• Cultural Awareness
• Teamwork and Collaboration
• Excellent Communication
• Decision-Making
• Superb Customer Service Skills
• Dependable and Responsible
• Analytical and Critical Thinking
• Interpersonal Communication
• Active Listening
• Written Communication
Contact this candidate