Experienced customer service professional with the desire to effectively and efficiently resolve issues. Eager to learn new skills and develop existing skills in order to grow as a well-rounded, knowledgeable & professional. Works well in a fast-paced, team oriented environment with an opportunity. Team motivator and customer friendly.
AT&TDMDR | Hoover, AL | March 2013 - Current
Interface with customers via telephone in order to provide a quality customer experience through assisting customers with any issues within the first 30 days of service.
Provide best-in-class experience to ensure customers do not cancel service. Support new customers with rate plan, feature, promotion, equipment, activation, programming and technical issues.
Follow up with customers as necessary in order to ensure 100% customer satisfaction.
Maintain expert knowledge of calling plans, offers, promotions, policies and procedures across multiple regions and markets. Provide consistent and accurate information to customers preventing repeat calls.
Ensure AT&T image is enhanced during customer conversations. Access, input and retrieve information from company databases, demonstrating proficiency in the use of all information systems and applications available to service the customer.
Maintain working knowledge of all fulfillment processes and customer systems used by the DMDR Teams including System Order Track,
Effect cross-functional alignment through building and maintaining strong relationships with co-workers, management, and other AT&T departments.
Maintain a working knowledge of all aspects of the wireless and wireline industry.
Meet or exceed established performance goals.
Meet or exceed all Revenue Targets
Attend all required company and team meetings and training sessions.
Wells Fargo Home Prevention Specialist | Homewood, AL | April 2011 - January 2013
Responsible for providing single point of contact to borrowers whose loans are delinquent or at high risk for delinquency.
Assist borrowers to find solutions to maintain home ownership, proprietary modifications, re- payment plans, etc.
Interview borrowers to understand their specific situation Identify and request the appropriate documents required for loan modification review Analyze the customer's financial situation and
make recommendations on loan modifications Work with customers to determine options to resolve delinquency on loans Ensure necessary information and complete packages are received in a timely manner
Answer inbound inquiries from borrowers regarding the status of the loss mitigation, loan modification, short sale and foreclosure process Identify, maintain, track and log requested documentation for loan modification review
Place outbound calls to notify borrowers when additional loan document information is required or to follow up on loan docs
Access information on multiple systems to inform borrowers of loan terms, important dates and deadlines Notify customers and ensure their understanding of current status, options, timelines, coordination touch points, customer obligations through the process and the loan modification decision
Remain as the single point of contact to borrower throughout the loss mitigation, loan modification, and foreclosure process
Notify and inform borrowers of changes to established dates/timelines throughout process
Work with borrower to set up payment plans, follow up on good faith payments, obtain broker information for short sale process, get loan modifications signed and closed
Effectively work in a team environment in an effort to achieve team/volume goals and provide superior customer service.
Venture Staffing Agency Blue Cross Blue Shield ClaimsData Entry Clerk | Birmingham, AL | October 2010 - January 2011
Provide general claims support to teams in reviewing, researching, investigating, negotiating, processing and adjusting claims Complete data entry of provided claims information
Review information for accuracy and completeness Refer claims to investigators for further review and re-work Analyze and identify trends and provide reports as necessary
Sam ClubSeveral | Hoover, AL | March 2005 - September 2010Job Positions Electronics Associate
Provide customer service assistance
Make suggestions for products and services
greeted members and insured they were checked out accurately and in an efficient
made sure the workstation are presentable at all times Accurately balanced cash drawer at the end of shift
Making sure that the cart carrel is full with basket at all times
Complete car loading at the request of members
Transferred merchandise via forklift machinery
Prepared stock for the next day of business
Receiving returned merchandise and processing in a timely matter
determining what credit the store receives for the merchandise
Making sure all items are marked down weekly Communicating with all buyers on recall items
Providing updated information via email about promotion concerning products throughout the store.
Training all Employees & Manager on up-saleing Memberships
providing and effortless customer experience while shopping
Meeting all numbers for Goals.
Tele Tech Verizon Online DSLTechnical Support | Fairfield, AL | September 2004 - March 2005
Provided technical support and customer care via telephone
Troubleshoot internet connectivity issues
Access and configure users' computers via remote desktop
Communicated efficiently with upper-level management
Created written reports for technicians in order to solve customer concerns
DiplomaP.D Jackson Olin High School
Some CollegeLawson State Community CollegeBusiness Administration
Windows XP - Windows Vista - Windows 7
Office 2003 - Office 2007 - Office 2010
Completed 80-hour internet consulting course for Verizon Internet.
Completed courses in Microsoft® Outlook applications
Learned and became proficient in many business specific applications