customer service associate resume example with 20+ years of experience
HUMAN RELATIONSHIP MANAGEMENT PROFESSIONAL Over 24 years of experience and increasing responsibility in Customer Service functions with specialization in Administrative Management and Customer Care Excellence. Highly effective at analyzing methods and procedures and executive leadership by proactively identifying and resolving systematics problems among support staff and clientele to increase engagement to meet organizational goals. Project Management Risk Management Training and Development Consulting with managers Analyze data Prolific Written and Oral Communication Skills Vendor Management Highly organized and detail-oriented administrative professional excels in office management and special projects. Resourceful and adaptive team leader with expertise in project management, financial tracking, customer relationship management and marketing. Results-oriented strategic planner with extensive knowledge of telecommunication practices.
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- Currently manage the database for Global Positioning Systems that consist of one of the third largest fleet in the world
- Led the West, Southwest, Midwest and Southeast region customers through proactive system management
- Assist field level, second level Managers and technical staff with ACATS, MSOC, DLM/Self Service and GEOTAB, reports, profile updates and historical data
- Assist Asset Protection in completing investigations, i.e., misuse company time or asset by an employee
- Implement and manage small projects from initiation through delivery
- Perform a variety of Administrative tasks such processes service orders and trouble reports, enters appropriate directions, dispatches and verifies that work is completed, and utilizes multiple manual and mechanized processes to track, status, and complete internal and customer-generated requests for provisioning and maintenance-related services
- Coordinate’s customer, vendor and intradepartmental service order-oriented tasks
- Office support; typing, filing, order supplies, time reporting, etc
- Demonstrate flexibility to meet deadlines in a high-volume work environment
- Demonstrated experience in interpreting policies and procedures, analyzing data and drawing conclusions, and making recommendations to implement changes for improvement
- Responsible for Global Positioning Systems, troubleshooting, dispatching, vendor management, deployment and database training
- Proven ability to self-initiate and work independently, prioritizing functions
- Manage external vendor technicians, execute scheduling and track order completion
- Collaborates with vendors and managers to maintain contract commitment and procedures
- Risk management, and project management, identifying root causes analyses
- Demonstrate experience drafting memos, proofreading documents for accuracy, clarity, grammar
- Tier l technical support.
- Provide customer service to business and/or residence customers requiring payment arrangements on accounts, advance toll, or dishonored checks
- Follows established collection procedures and tariffs to protect Company revenue and promote customer satisfaction
- Computes and deducts amounts for pending claims in order to complete the collection process
- Processes requests to temporarily suspend or permanently disconnect service for non-payment of a bill
- Determines collectability of final accounts and uses applicable Company guidelines and authorized practices to collect outstanding balances
- Worked with Outside Collection Agency (OCA) personnel to verify current balances or pending customer claims on accounts referred to that agency or collection
- Call center support for the Collection center
- Provides bill explanations at customer requests, provide a breakdown of charges due, payments, and adjustments posted to bill
- Determines collectability of final accounts and uses applicable Company guidelines and authorized practices to collect outstanding balances
- Using BOSS, SORD, PREMIS, LMOS systems for all AT&T regions.
- Support the Directory Assistance call center Furnishes information to callers requesting business or residence telephone numbers
- Accesses a computer, inputs alphabetical details to bring up requested listings which appear on a screen
- Voluntarily checks alternate spellings and/or listing formats when customers are unable to give complete or exact information Utilizes a Video Display Terminal (VDT) and keyboard arrangement to assist customers in placing person-to-person, collect and credit card calls and calls to be billed to a third party.
- Member, Alumni Association Alpha Lambda Psi
- Member, Small Business Association (2020 - present)
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Resume Overview
School Attended
- Ashford University
- Horizons (AT&T)
Job Titles Held:
- Customer Service Associate
- Collections Representative
- Directory Assistance Operator
Degrees
- B.A.
- Digital Electronics & Basic Electricity Certification
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