Process Improvement Oversaw implementation of new phone system which resulted in more cost-effective service.
Research Investigated any necessary information for proper payroll Scheduling Managed daily schedules and sales leads for all Customer Service Representatives Multitasking Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.
Administration Answered multiple phone lines, transferred calls to corresponding departments, filed patient records and billed accordingly.
Customer Service Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Payroll Assistance Assisted with payroll preparation and entered data into cumulative payroll document.
Customer Service Rep November 2010 to January 2013Century Link － Monroe, Louisiana
Place out bound calls to end user customers.
Receive inbound calls from CLEC and Resale customers.
Correct customer information by working Toll reports, Calling Card reports, and Other reports assigned that are offline support functions.
Answer customer inquiries via e-mail, mail, fax or phone.
Post and Balance Customer Adjustments.
Complete and process customer complaints and communicate and coordinate resolutions to the appropriate customer or department effectively and efficiently resolves billing concerns and provides informational support to customers Investigate all billing questions and initiate appropriate change orders and credit/debit adjustments Investigate and write change orders, then forward for input, where applicable.
Write disconnect orders and forward the input, where applicable.
Achieve a thorough knowledge and understanding of Century Link's essential systems and work processes for wire line contact centers.
Updated customer accounts and information on a daily basis.
Centurylink Monroe, Louisiana
generating, releasing and maintaining agent schedules, administering daily time off requests and yearly vacation bidding, auditing of work schedules, payroll auditing, PTO and attendance tracking, tracking and managing various reports and other special projects as needed.
Analyze information and that require judgment in determining a course of action.
Performing advanced and routine clerical duties including, but not limited to reviewing and processing a wide variety of detailed material, maintaining database systems, analyzing and reconciling data of a complex nature from multiple sources.
Providing forecasting, reports, studies, data requiring data collection, analysis, and mathematical calculation, knowledge of Excel formulas, macros Building, editing, updating files in databases, including creating new tables, queries.
Perform adherence monitoring in Total view and track deviations.
Accessing a number of databases/software programs, reference materials, and departmental experts and outside sources.
Research escalation/data gathering Answering call center employee callout line and documenting appropriate systems and employee schedules.
Coordinated all department functions for team of 250 employees.
Maintained detailed administrative and procedural processes to improve accuracy and efficiency.
Verified and logged in deadlines for responding to daily inquiries.
Coursework in Computer Literacy Adult Development and Life Assessment Informal Logic Interpersonal Communication Introduction to Social & Ethical Responsibility : Business Technology PresentAshford UniversityGPA: GPA: 0Business Technology Present GPA: 0
Associate of Applied Science : Applied Science of Office Technology, August 2002GPA: GPA: 8Applied Science of Office Technology LTC-SMJ Ferriday , Louisiana
Applied Science of Office Technology GPA: 8
Coursework in Office Management, Computer Applications General Office Machine Transcription Office Procedures Business Communication Database Management
administrative, auditing, Balance, billing, Business Communication, call center, Change management, clerical, CMS, Interpersonal Communication, Computer Applications, Computer Literacy, credit, Client, Customer Service, data collection, databases, database, Database Management, debit, editing, e-mail, fax, forecasting, General Office, Logic, macros, managing, materials, Excel, mail, Microsoft Office, Office, Microsoft Word 9, Microsoft Word, Multitasking, Office Management, Operations management, Payroll, phone system, processes, Process Improvement, Quick learner, reception, reconciling, updating files, updating
files, Research, sales, SAP, Scheduling, Supervisor, tables, telephone, phone, Transcription, View
Coursework in Computer Literacy Adult Development and Life Assessment Informal Logic Interpersonal Communication Introduction to Social & Ethical Responsibility : Business Technology Present Associate of Applied Science : Applied Science of Office Technology , August 2002 Coursework in Office Management, Computer Applications General Office Machine Transcription Office Procedures Business Communication Database Management
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