Customer Service Specialist with over 20 years of experience in the Telecommunications Business. A Professional with excellent Technical, Organizational and Interpersonal skills. Performance driven with a strong work ethic. Honest and dependable. Committed to providing excellet customer service.
Process development and management
Performance management, metrics, reporting
Quality management and improvement
Excellent leadership skills
Excellent written and verbal communications
Microsoft office suite
Problem solving and resolution
Self motivated top performer
AvayaRaleigh, NCCustomer Service Specialist II
Manage project orders from booking through closure for large projects to expedite revenue recognition - cash to Avaya.
Order Entry in SAP to support project timeline for shipping and installation of equipment and services.
Assist Project Managers and Program Managers with expedites, equipment shortages and equipment replacements as necessary.
Process Change Management Requests and closures for projects while maintaining balance sheet for each project.
Validate that project is properly funded and matches Customer Purchase Order(s) provided for timely and accurate billing.
At closure validate all requirements from Master Service Agreements for Revenue Assurance.
Reconcile all orders and invoices are correct prior to statement to Customer to prevent disputes and ensure correct billing.
Assist Billing Team in dispute resolution.
DALB Inc Kearneysville, WVCustomer Service Advisor
Consulted with customers to determine appropriate graphics for vending equipment based on equipment type and advertising campaigns.
Managed all aspects of service including placing customer's order, scheduling production, providing status and tracking information to the customer.
Followed up with customer to ensure customer satisfaction.
Developed and documented methods and procedures for the service department for ISO Certification.
Chico's FAS, IncWinder, GeorgiaCustomer Service Specialist
Provided direct telephone support to Chico's customers for catalogue sales.
Placed orders into computer ordering system.
Processed payments, credits, and returns.
Barefoot Tanning, IncLoganville, GeorgiaOwner and Manager
Managed all functions of a small business including marketing, purchasing, finance, accounting and equipment maintenance.
Hired and trained employees on software, equipment, and safety tanning regulations.
Concert Communications presently AT&TAtlanta, GeorgiaSenior Service Manager
Supported international clients by providing end to end service support including ordering, service delivery, billing, and maintenance for voice and data services.
Served as the liaison for communication and resolution of service outages.
Accountable to the client for performance reporting and any necessary service improvement plans.