Customer Service Advocate with Billing Expertise

RITA FRALEY

859-***-**** **********@*****.*** ***0 Lincoln Ave., Covington, KY 41015

PROFESSIONAL SUMMARY

Customer Service Advocate, in inbound /outbound calling and customer billing. Leveraging negotiation strategies and CRM software expertise. I consistently resolve issues, ensuring customer satisfaction through effective communication and detailed documentation; achieving performance targets while fostering positive client experiences.

SKILLS

Inbound and Outbound calling

Negotiation strategies

CRM Software

Customer billing and payment processing

Data Entry

Microsoft Outlook, Word, Excel, Teams

WORK EXPERIENCE

Customer Service Advocate (remote), CITIBANK November 2024 – February 2026

Listen to credit card customer’s concerns, follow issues to resolution.

Managed customer accounts by processing payments, updating personal information, and following up with previous issues and updated communications.

Collaborate with internal departments to find resolutions and conduct further research on customer’s account.

Quality Agent/Telesale Representative, CHARTER COMMUNICATION

December 2019 – February 2024

Listen to Sale agents’ weekly calls and complete audits for quality compliance.

Provide analyzed audits for sale agents’ supervisors’ weekly coaching.

Initiated outbound sale calls for cable tv, residential internet, home digital phone and mobile phone service consultations.

Advise customers of billing updates and process account payments.

Customer Support Agent, CONCENTRIX/CONVERGY August 2013 – July 2019

Inbound calls, tech support, account management updates.

Assisted customers with usage or repair service.

Maintain customer account updates and advise billing updates and process account payments.

Advise customers about products and benefits of services.

EDUCATION

Associates - Paralegal Miami-Jacobs Career College, Cincinnati, OH April 2009

Member of Paralegal Society Club

Graduated with 4.0 GPA

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