Serious work ethic
Resume:
SHONTE GREER
DALLAS TX *****
OBJECTIVE
To secure a position that will allow me room to grow as well as enhance my strengths so that I can maintain a productive career.
QUALIFICATIONS
*Excel * Access * Call Center Experience *Sales
* MS Word * Accounting * Accounts Payable/Receivables * Billing
* Provisioning * Customer Service * CS Supervisor *Remedy*Lotus Notes
RELATED SKILLS
Strong organizational and detail-oriented skills
* 10 Years plus in a call center environment.
* 6 years in a management position.
*Team building/ Scheduling
*Developed training materials and correspondence.
EXPERIENCE
AT&T Mobility, April 12, 2010-present
Assists new and existing customers with the purchase of all equipment and service offered by the Company. Provides customer assistance with promotions. Works exclusively in a Telesales environment, receiving inbound calls. Required to achieve a sales quota. Performs other duties as assigned by management.
Blockbuster Online McKinney, TX March 2007-Present
Customer Care Associate
Manage service interactions by exhibiting a superior level of customer service and quality. Win back profitable customers through effective negotiations.
Take personal ownership of meeting average handle time, response time, and contract resolution rates to ensure service level agreements are met while effectively communicating value and service offerings to build and retain current membership base.
Troubleshoot technical systems and processes, to provide resolution of service issues creating barriers to customer satisfaction. Perform other duties as assigned.
PFS WEB Plano, TX APRIL 2006-AUGUST 2006
Human resources coordinator
Assisting Applicants with new hire paperwork
Distribute daily swipe reports from time clocks and make corrections daily
report time for hourly employees for payroll processing
responsible for all active and termed employee files as well as benefit files.
Distribute paychecks to call center employees.
track sick and vacation time in payroll system.
Responsible for new hire orientation materials.
Verizon Online Las Colinas, TX August 2003-2006
Retentions Dept/ Team Lead/Quality Coach
Provide and develop training materials for retention dept
Conduct training classes for new retention representatives
Manage adherence on the call center floor
Handle escalations/ Issue and approve credits
Monitor for quality standards and coaching
Assist other supporting departments within Verizon Online with escalated issues
Research and approve resolutions on escalated billing issues with commercial accounts.
Verizon Online Las Colinas, TX August 2003- 2006
Billing Representative/ Business Accounts, handle incoming calls from business customers. Maintain and handle billing issues including bill analysis and issuing credits, process payments and invoices. Assist customers with the initial set up of dsl accounts including some troubleshooting of email accounts and other online products, move orders, and the set up of other features.
Metro One Telecommunications Dallas, TX. Jan. 2002- April 2003
Customer Service Supervisor, Handle a team of 30 operators in a call center environment
which consist of managing the floor, scheduling, monitoring for quality and attendance.
Nextel Telecommunication Carrolton, TX. Jan. 2001- Jan. 2002
Account Executive; Managed commercial as well as consumer accounts. Including
Negotiating contracts and developing financial packages to fit customer needs. Developed weekly and monthly reports tracking account activity. Set up training sessions for clients to train on e-mail, Internet accesses and radio capabilities on the units by the customer.
Ford Motor Credit, Las Colinas TX. Aug. 2000- Jan. 2001
Payment Processing Lead; Investigate loans and negotiate pay off terms with customers. Process insurance checks and pay off for automobile loans. Process titles and leans to customers and dealers. Monitored performance of processors.
American Staff Resources Dallas, TX. Oct. 1999- May 2000
Workers Compensation Claims Manager; Investigated work related injuries; Process payables to the insured and medical facilities; Prepared and issued workers comp. Certificates of insurance. Analyze and monitor for the validity of claims filed.
REFERENCES AVAILABLE UPON REQUEST
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