Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
Highly motivated individual who effectively manages strict deadlines, schedules and repetitive tasks with a positive, can-do attitude.
Highlights
Expert in customer relations
Effective time management
Strong organizational skills
Complex problem solving skills
Flexible team player
Proficient in Microsoft Office Applications (Word, Excel, Access, PowerPoint)
Familiar with Agile methodology
Familiar with Microsoft Project and Visio
Accomplishments
Received a Charter Champion Award in January 2014 from a Business Account Executive for going above and beyond.
Received "Call of the Week" for TTM in June 2010 from the Quality Team
Experience
08/2014 to CurrentGovernment Services Program SpecialistSpectrum Enterprise | City, STATE,
Provide dedicated account support for Spectrum Enterprise customers participating in E-Rate, Rural Healthcare (RHC), Healthcare Connect Fund (HCF) and other government-subsidized programs.
This support ranges from answering questions regarding FCC Form filings to resolving complex billing issues.
Manage all RHC and HCF accounts along with the South region for E-rate customers ensuring all projects are on track, accounts are set-up and billed accordingly, review the approved funding from the Universal Service Administrative Company (USAC), determine if enough funding was budgeted for services and/or taxes, apply appropriate discounts, and reconcile both government and customer account balances.
Facilitate customer conference calls as needed to address customer questions and concerns.
Solely responsible for invoicing USAC approximately $5,000,000 per funding year.
Compile and send out regional status reports for both Healthcare and the South region.
This helps to keep the region on track with open issues/escalations; ensuring these are addressed in a timely manner.
Assist with sales proposals and Request for Proposal (RFP) responses; ensuring they are accurate and compliant with government-subsidized program rules.
Work with Regulatory and Finance to ensure that all outstanding money owed to Charter for customers that participate in government-subsidized programs is accounted for or collected.
This is essential in ensuring the quarterly and annual sales are accurate for forecasting purposes.
Assist with Collections for E-rate funded schools that show up on the monthly FCC Aging Report.
This involves reaching out to customers and requesting payments for past due balances and escalating to Sales management for disconnection if there is no payment activity.
Updated several internal Process Documents that were out of date.
08/2013 to 07/2014Sales Support Account CoordinatorSpectrum Enterprise | City, STATE,
Assisted Business Account Executives (BAE) and Major Account Executives (MAE) by determining serviceability, determining pricing variance, submitting pricing for approval to management, providing quotes, sending out contracts, and ratifying contracts to ensure validity.
Worked with Sales Engineers and Account Executives to compile Return on Investments (ROIs) that determined viability based upon proposed pricing and construction/equipment costs.
Assigned to manage several large projects such as First Bank, Ameren, and Schnuck's ensuring all pricing was approved and the sites were successfully installed in a timely manner.
07/2011 to 07/2013Quality Development CoordinatorCharter Spectrum | City, STATE,
Provided Quality observations to management for 125 weekly monitored recorded calls by advisors in Sales, Retention, Billing, and Repair.
This helped identify key improvement areas for advisors.
Worked special projects for Leadership to help determine handle times for Billing advisors by determining wasted time on calls, ensured Retention advisors were dispositioning calls correctly in their "Saves Tracker," and identified the reason for the influx in call volume to Serviceability.
Ran, compiled, and sent out the Voice of the Customer (VOC), Price Guarantee Scorecard, and Tech Feedback reports.
Worked several high level reports to prevent wasted revenue from unnecessary truck rolls.
03/2010 to 07/2011Telephone Trouble Ticket Specialist ICharter Spectrum | City, STATE,
Performed complex troubleshooting and resolution of telephone customer care issues reported for customers and for internal VOIP network.
Up sold products and services, including all three lines of business; Telephone, Internet and Video.
Provided support to Technicians out on service calls with swapping and provisioning telephone modems along with troubleshooting complex issues.
Education
Expected in December 2009B.S | Business Management Business AdministrationMissouri Baptist University, Saint Louis, MOGPA: GPA: 3.28 Business Management Business Administration GPA: 3.28
Skills
Account Management, Time Management, Detail Oriented, Quick Learner
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