Customer Service Sales

PATRICIA A. MYERS

*** ***** ****** **********, ** 18974

215-***-**** *******@*****.***

SUMMARY OF QUALIFICATIONS

Experienced Customer Service Rep with Retail and Business Sales customer experience. Assume responsibility to complete projects and orders within timeframes independently and on teams. Highly Productive and work well with little supervision. Background includes:

Research Account maintenance

Customer retention Customer needs and requirements

Call Center Agent Resolving client issues

Problem solving Handled confidential information

EXPERIENCE

Cavalier, A Paetec Company, Warminster, PA 2001 – Present

Project Coordinator 2009 - Present

Managed the T-1 and above ordering process from verification of services ordered to final delivery and billing of services. Scheduled internal operations to support customer requested due dates.

• Verified technical accuracy of sales contracts negotiated by sales.

• Responded to all customer inquiries pertaining to status of orders.

• Served as SPOC for customers, vendors, and all internal sales and operational departments to ensure timely and satisfactory installations and accurate billing of voice and data services.

• Prepared Commercial Order Workbook ( site survey ) for input into ordering systems.

• Monitored all internal data bases for timely completion of activities relating to delivery of service within established timeframes. Analyzed and prioritized work schedules of required technicians.

• Coordinated internal/external team members to ensure timely turn up and billing of services

• Managed from 60-100 projects simultaneously.

Field Advocate 2003 - 2009

Verified accuracy of sales contracts received by sales teams. Determined and assigned the proper equipment based on sales contracts ( i.e. T-1, DSL etc.)

• Completed orders within or ahead of deadline 99% of the time, as noted in all yearly reviews.

• Keyed data from customer requests with a rework rate of less than 5%.

Business Customer Advocate 2002 - 2003

Serviced business and commercial accounts pertaining to inquiries, transferring service, upgrades, billing, repairs, troubleshooting, etc. Input data and tracked orders in the computer system through completion.

• Followed up with customers after services were installed to ensure satisfaction.

• Updated daily reports and spreadsheets for supervisors.

Customer Care Rep/ Directory Team Lead 2001 - 2002

Answered incoming calls, providing applicable information to customer questions, addressing customers concerns, and coordinating support efforts as needed.

• Key responsibility for taking installation orders, coordinating repair calls, and processing billing adjustments.

• As Directory Team Lead, verified customer accounts with Verizon listing verification reports. Responsible for corrections on accounts and removed cancelled accounts from Directory Listing.

• Responsible for maintaining NJ, MD, DE, PA, meeting deadlines for each county.

• Conducted training for new employees.

PATRICIA A. MYERS

215-***-**** Page 2

EXPERIENCE (Continued)

American Telecom, Horsham, PA 1991- 2001

Supervisor 1992-2001

Supervised 25+ employees. Interviewed and recruiting new employees. Trained and monitored on new programs. Set-up new programs on a predictive dialer.

• Monitored production daily through the computer for numerous inbound/outbound programs.

• Responsibilities also included client training and remote monitoring.

• Completed weekly payroll for over 120 employees by tracking and reconciling hours on tally sheets for each program.

Telephone sales & Customer Service, 1991-1992

Made Outbound sales calls for many different programs. Answered inbound phone lines for many different programs.

Spectathelete D. M., Folcroft, PA 1989 - 1991

Customer Service Representative

Assisted customers, processed orders, maintained and filed customer accounts. Open incoming mail. Prepared bank deposits.

• Processed credit card transactions through Teltex and issued refunds on accounts.

• Dealt with vendors and placed orders for merchandise.

• Screened calls for CEO of company.

EDUCATION

College Prep Courses

COMPUTER SKILLS:

MS Windows XP, MS Office (Word, Excel and Outlook), Aptis, GUI, TBS (Telecom software)

AWARDS

Top Gun Award November 2008

Achievement Award for Outstanding Professional Achievements & Contributions to the Company 2008 Above and Beyond Award August 2006

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