CSR Account Maintenance/Billing Specialist
Resume:
Angelia M. Kunkler
**** ***** ***** **. **********, Ga. 30052
**************@*******.***
Profile:
A highly qualified, results oriented management professional offering versatile strengths and demonstrated ability in project management, process improvement and customer service with a passion for customer service and service delivery. Strong collaboration, problem solving and team oriented skills. Successful in utilizing leadership qualities, initiatives and dependability at all levels of an organization. Effective in planning, prioritizing and implementing activities as well as handling multiple responsibilities and meeting deadlines while under pressure. Excellent organizational, verbal, written communications and interpersonal skills. Proficient with computer desk top applications and ability to learn multiple business applications/technologies. Solid understanding of computer basics (Windows, Excel, Word, Email, and Internet)
WORK EXPERIENCE
BellSouth/AT&T Atlanta, Ga. 1998 to 2008
One of the world's largest providers of IP-based communications services for businesses, with an extensive portfolio of Virtual Private Network (VPN), Voice over IP (VoIP) and other offerings
CSR Account Maintenance/Billing Specialist
• Serve as primary customer contact on all issues, including (but not limited to), service related problems, complex corporate account billing, change, move, add and delete requests for switched outbound and inbound services, as well as general provisioning inquiries for Frame Relay, Private Line, and VPN Network Services for several large accounts such as Kentucky Information Highway, Fred’s and Global-Tel-Link*
• SME-Subject Matter Expert on process of POTS, switched toll free and calling card provisioning
• Diffuse difficult customer situations and offer tier 1problem solving and data gathering assistance via onsite meetings to ensure high level confidence and expeditious problem resolution
• Conduct bill reviews for validation of contracted pricing rates, tax exemption status and product accuracy to issue adjustments as needed using multiple IT platforms and resources
• Manage multiple activities including inbound and outbound calls to pre-defined account base
• Manage customer requirements and scope with respect to bill restructure, as well as monitor accounts for contract requirement compliance
• Analyze customer accounts to take appropriate action with regard to company policy and processes, exercising judgment and discretion with regard to customer situation (CPNI)
• Provide post-sale implementation customer service support
• Project manage all activities to meet customer want dates in excess of 30 or more orders a month
• Extensive oral and written communication to the account team, customers, service delivery project managers and management during the implementation process to reduce error rate
• Manage changes in BSLD order provisioning, order entry and billing systems as well as manually key orders into systems to correct issues before invoice bill date using CITRIX systems and REMEDY
• Utilize all available resources to collapse issues and prevent escalations
• Successfully worked with project manager and technical writers to create/update job aids and provide supporting documentation to train existing and new colleagues
• Successfully handled high call volume in call center (150+ a day), comprehensive understanding of the call center environment and importance of service standards, with relation to average call time, hold times, abandonment rates, etc.
• Met or exceeded all corporate goals while ensuring high level of customer satisfaction (99.6%)
Data General Corporation Atlanta, Ga. 1996-1998
Data General Corporation is a manufacturer of multi-user computer systems: minicomputers, workstations, and servers
Corporate Customer Service Representative
• Track and replace missing and damaged computer equipment
• Successfully resolved trouble ticket from inception until issue resolved
• Handle high call volume on ACD
• Work closely and effectively with sales, manufacturing, account teams, and technical resources allowing for sound business decisions
• Escalated customer issues to management when appropriate
Sportime International 1995-1996
Sportime is the nation's most recognized and respected brand for quality physical education activity equipment, resources and teacher training.
Customer Care Representative
• Received calls from inbound call center to place orders through one of 4 company catalogs using the AS400 system
• Keyed orders received via fax and mail, received several 100% accuracy awards
LXE Incorporated 1990-1995
LXE Inc. designs rugged wireless computers and data collection solutions that improve supply chain performance.
Administrative Clerk
• Successfully assisted customers with the returning equipment for diagnostics and repair (T&M or Warranty) before being shipped back to the customer
• Track customer equipment and issued status reports using computer systems
• Analyze customer complaints and reported findings to appropriate manager
• Analyzed agent productivity
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