Good Knowledge

Objective: To provide my outstanding managerial & leadership skills and services to an outstanding company and have an equal opportunity for advancements.

Education: Wingate University Wingate, North Carolina

Bachelors of General Studies August 1999

Business Administration / Management emphasis

Experience: Aetna Pompano Beach, Florida

Customer Service Representative November 2008 to present

I show prompt, efficient and professional ways of handling of inbound calls.

I utilize claims processing system.

I verify our member’s coverage and ensure accuracy of member information.

I research and explain eligibility issues

Sprint Sanford, Florida

Customer service Tech Support Representative August 2006 to April 2008

Troubleshooting and resolving complex network related problems.

Identify and resolve critical service affecting problems.

Works with various fix agents to resolve customer issues

Notify care groups of unscheduled system outages

Proficient in navigating through ticketing systems

Contact customer when necessary to resolve network related issues

Assist reps in becoming more proficient in their daily assignments

Ability to take an acting lead role when necessary

RR Detailing Sanford, Florida

Operation Manager February 2005 to Present

Generate daily routes for employees to satisfy business needs.

Process accounts payable and accounts receivable.

Generate prospective customers through lead follow-up or cold calling.

Purchase all inventory for business purposes.

Handle escalation issues in a professional manner at all times.

Resolve complex customer inquires in a timely fashion.

AT&T Wireless Services Orlando, Florida

Supervisor August 2003 to February 2005

I Coached, directed, motivated, and appraised performance of RM Representatives.

Performed administrative duties such as job attendants, and handled discipline issues also.

I prepared reports and financial data, training and supervising the other support staff, and customer- relations team.

Successfully managed, established goals, and motivated employees to achieve and exceed goals set.

Resolution Consultant September 1999 to August 2003

Handled escalated calls and provide side-by-side coaching.

I gathered important business information for continuous improvement.

Assist reps in becoming more proficient in their daily assignments.

I processed payments on delinquent & non-delinquent accounts.

Applied credits and debits on accounts as needed.

I demonstrated skillful communication and negotiation skills.

Strengths: I have great leadership, managerial, organizational, communication, negotiation, writing, and analytical skills. I am very motivating, and good with diversity and change.

Skills: I have skills in Microsoft Windows, PowerPoint, Excel, Access,Outlook Express, CACS Macro Cell, Axys, Quickens Books, Siebel, Atlys, Peoplesoft, CMS, Clarify, CTMS, WVC Tool, , Falcon. I have Knowledge of LANs/WANs, TCP/IP and Active Directory. HTML, and SQL.

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