Customer Service Sales

PROFILE

Outstanding Customer Service Advocate from Avaya, with 16 years of customer experience:

Top performer with commitment to provide stellar customer service internally and externally

Proven ability to provide sales support, juggle multiple demands, and adapt to change

Superbly refined communication skills with ability to accurately interpret customer needs

Highly skilled in coordinating and reconciling billing issues quickly and efficiently

In-depth knowledge of Avaya and Nortel products with solid ability to provide pricing support

EXPERTISE

Customer Satisfaction Sales Support Telecommunications Pricing Support Avaya Products Billing Reconciliation Produce Quotes Lease Processing Computer Skills Account Management Contract Negotiation/Review Complete Work with No Supervision File/Records Maintenance Multi-Task Adaptable and Open to Change Extremely Organized

PROFESSIONAL EXPERIENCE

AVAYA INC. Brandon, FL 2006 to 2011

Client Account Representative

Used exceptional communication skills in fast-paced, ever-changing, high-volume call center environment, to provide customer service resolutions, sales support, pricing quotes, billing assistance, answer technical inquiries, handle cancellations, and recast new/existing contracts.

AVAYA INC. Brandon, FL 2004 to 2005

Client Account Representative

Identified customer retention opportunities and managed flow of retentions and cancellations. Helped conduct side by side training of new hire account representatives.

EXPANETS OF TAMPA Tampa, FL 2002 to 2003

Customer Service

Effectively managed high volume of inbound/outbound calls, data entry, and appointment setting.

ATLANTIC OF TAMPA INC/EXPANETS Tampa, FL 1999 to 2002

Billing Clerk

Processed and prepared legal, financial packages for Avaya Financial Services.

ATLANTIC LUCENT Tampa, FL 1995 to 1998

Lease Processor Representative

Facilitated and processed leases for northwest territory account managers and representatives. Supported internal customers (sales representatives) and external customers.

EDUCATION, TECHNICAL SKILLS, TRAINING

King High School Erwin Tech School, Certification in Microsoft and Windows 1997

King High School, General Education Developement 1985

Certified in: Definity, Legend and Merlin Magix, Partner, VOIP,PSS and Expert, Implementation of SPP and/or the Financial Systems….

Proficient with: Windows, MS Outlook, MS Word, MS Excel, Customer Relationship Management (CRM) systems, SAP, MSQT (pricing tool), SSQT (pricing tools), Predictive Dialer System (telemarketing system), Salesforce, Siebel, Cirr (CRM).

Knowledge of: MS PowerPoint, Oracle, Smart (CRM system), Vantage Link, Vantage Lite.

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