Client Relations Specialist
Resume:
Denise Love
Garland, TX ****3
******@*******.***
EDUCATION:
Occupational License Certification
Verbatim Careers Institute
Dallas, Texas
VTI Business School
1988-1990
Computerized Office Administration
Dallas, Texas
Richland College
1978-1980
Psychology
Dallas, Texas
WORK EXPERIENCE
Hear with your Heart, Inc.
2005-present
Voice Caption Interpreter (Contractor) Dallas, Texas
Converting voice to text, helping individuals with physical or learning disabilities communicate, learn and work more efficiently. Accurately transcribing voice into text format while working with DARS (Deaf Action Center) and Life Abilities Services, to assist the hearing impaired utilizing computer speech recognition technology and correcting grammar mistakes concurrently. Working in public settings such as classrooms, retirement centers, assisted living homes and other hard of hearing scheduled events. Evaluating class activity and competing noise surrounding or near the activity, in order for a student to achieve maximum information. Formulating new topics and techniques when introducing concepts, such as the intonation of speech and natural tone of voice. Always maintaining a focus for students achieving a sense of purpose for the class by providing an outline at the beginning of any class session and ensuring that afterwards what has been presented is summarized in methodical manner.
Ambit Energy
2007-2008
Customer Care Representative
Dallas, Texas
Responsible for resolving customer’s billing issues, contacting TDSP wiring, pole contact and outage issues. Understanding and processing information regarding deposit requirements, application process reports, and other pertinent facts that need to be initialized for new customers. Explaining details to customers regarding their inquires and concerns in terms of billing or settlement issues. Understanding and communicating company policies when dealing with specific circumstances such as billing complaints, over-due bills, etc. Documenting all customer contact on a computer system or other electronic recording device in order for other customer service representatives to know what has been discussed with the customer in the past. Filing records on a daily basis in order for supervisors to review and determine the effectiveness of company policies and procedures. Organized and processed payments, enrolled new customers, presented new product plans, updated customer profiles and managed incoming calls.
Allegiance Telecom
2000-2004
Customer Implementation Representative
Dallas, Texas
Trained in enhancing customer service, adding commercial business lines to existing services and disconnecting lines as well as features depending on the customer’s request. Managing all inside-service work associated with servicing, including marketing of renewal accounts, all endorsement activity, routine coverage questions, problem solving, interacting extensively with clients and carriers to provide all levels ofservice. Supporting and serving a wide range of commercial and personal accounts, while being a liaison between clients and carriers. Expert in keying Product Service Request in TBS systems.
Excel Communications
1993-2000
Client Relations/Supervisor
Dallas, Texas
Coached and counseled associates, assisted managers throughout the hiring process while monitoring calls and providing feedback to associates. Enhanced company morale and productivity, limited job turnover, and helped increase performance and improve results. Coordinating with various staff for operational support activities and serving as a liaison between departments. Providing administrative/secretarial support for various departments/divisions such as answering telephones, assisting visitors and resolving a range of administrative problems as well as inquires. Scheduling and coordinating meetings, interviews, appointments, events and other similar activities for supervisors. Carrying out responsibilities in departmental development, employee relations, training and development, benefits, compensation, organization development, executive administration, and employment. Maintaining responsibility among recruiting and staffing logistics, performance management/improvement racking systems, assisting with employee relations, company-wide committee facilitation and participation, and establishing efficient operations of team building. Providing training and development opportunities to improve associates skills increased employees' satisfaction with their jobs and working conditions. Utilized administrative function of our organization, such as handling employee benefits questions in accordance with policies established by top management. Maintained daily logs and completed numerous reports in accordance to deadlines, conducted team and individual performance evaluations. Coordinated, conducted meetings and approved actions for customer relations.
Epsilon Data Management
1982-1991
Account Administrator
Dallas, Texas
Created spreadsheets for mail reports, provided quality control tracking reports and assigned new customer account numbers. Sorted, distributed and coded incoming correspondence while maintaining and updating database
files on a daily basis. Supervising accounts such as MADD (Mother’s Against Drunk Drivers), Arthritis Foundation, Apple Computers, Rex Humbard Ministries. Record keeping and maintenance on a daily basis-including filing, data entry, regularly updating documents, etc. Establishing effective communication with customers or clients indirectly and directly via written correspondence such as emails, phone calls or face-to-face communication.
SKILLS:
Languages: English and Amharic (Ethiopian-reading, writing, and intermediate speaking)
Computer Skills: PC; Mac; Microsoft Word, Excel, PowerPoint, Access and Photoshop
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