To pursue employment in a position that I will be proficient in, and to become a contributing member of an
establishment where my diligence will be rewarded and where there is opportunity for career
* Proficient with the use of many Microsoft Office products, such as: 1
Cake Decorator HyVee West Circle Drive － Rochester, MN
Start Date: 05/2015 End Date: Present Decorating cakes and other dessert items for both resale and special orders.
Taking customer orders both by telephone and in person.
Conducting Wedding Cake Order Consults.
Member Champ Sam's Club Rochester,Mn Start Date: 06/2012 End Date: 04/2015 Decorating cakes and other dessert items for both resale and special orders.
Taking customer orders both by telephone and in person.
Assisting team lead with monthly inventory.Compiling and submitting orders for decorating supplies.
Training other decorators in current decorating techniques, policies and procedures.
Waiting on customers making purchases in the bakery area.As Member Champ, trained cashier and floor associates in product knowledge and sales techniques, assisted Customer Service Managers with front end overrides.
Business Billing and Retention Specialist Charter Communications - Business － Rochester, MN
Start Date: 07/06 End Date: 12/2011 1 -CB Billing and Retention, Charter Communications, MNCC COE Assist customers in an in-bound call center environment.
Resolving billing issues related to our business cable products, sales and service.
Entry of related information on our computer-based billing system, as well as CIT ticketing system, and SalesForce entries.
Assisting with retention overflow calls, downgrading and cancelling customer accounts via sending revised contracts, saving customers from disconnecting services, entering the appropriate work orders for: Upgrades Downgrades Right sizing customer pricing to current rate card.
Assisted my supervisor by being point of contact for my coworkers for Retention-related issues, created a simple process for myself and Retention coworkers to follow to ensure that each customer's issue/request was handled in a timely yet thorough manner, and reported daily, via Excel spreadsheet which I created, the number of tickets and contracts that needed work, or had been completed.
Began my career with Charter communications as a Residential Retention Specialist.
My responsibilities were: Entering work orders for customers wanting to upgrade, downgrade or cancel services.
Occasionally set up new services for customers.
New telephone service- Certified in telephone order entry.
Assisted with a pilot program for a Nesting Coach program which began 10/2008, coaching and assisting new hires in nesting, in preparation for transition to call floor.
Responsibilities included: One-on-One coaching to help identify new agents' strengths and areas needing improvement; Answering questions regarding policies and procedures during calls; Filling out required reports regarding individuals' progress on nesting mini-team.
Group coaching's to allow nesting representatives to ask pointed questions regarding their responsibilities as a Broadband Technical Specialist.
My service with Charter has also included piloting multiple programs now utilized by our residential agent.
Start Date: 11/05 End Date: 07/06 Proactiv, American Kiosk Management, LLC Performed all aspects of management of daily business operations to include, but not limited to, supervision of 3 employees, hiring and training of new employees, daily timekeeping, reconciliation of daily receipts and deposits, supply ordering and inventory while maintaining strict adherence to corporate policy.
As a kiosk manager, I also helped implement new reporting processes that are now being used nationwide.
Those reporting processes were created by myself, at the request of my Senior manager and were submitted to corporate after a short testing period.
Bachelor's : Business Administration studies Management and Human Resources, 09/08Petco Grooming Training Center － Chicago, IllGPA: GPA: 4.0Business Administration studies Management and Human Resources GPA: 4.0
Certificate of Completion 12/91, Cosmetology License obtained 03/92 : 12/91Iowa School of Beauty － Mason City, IA.
Practical Nursing Program/CNA Certification : 10/87NIACC － Mason City, Ia.
Word 2003 & 2007 Excel 2003 & 2007 PowerPoint 2003 & 2007 Access 2007 NOTES AND ACTIVITIES COURSES: Have completed the following courses via Charter University: Course: Coaching 4 Success Certification Exam 1 10/30/2008 85% - Grade: B Course: Coaching for a Positive Customer Experience - Agent 1 10/30/2008 100% - Grade: A Course: Coaching for a Positive Customer Experience - Leader 1 10/30/2008 100% - Grade: A
ask, Billing, billing system, Broadband, business
operations, cable, call center, cashier, CNA, Coaching 4, Coach, Coaching, contracts, Customer Service, Filling, hiring, inventory, team lead, NOTES, Access, Excel, Microsoft Office products, PowerPoint, Word, Nursing, order entry, policies, pricing, processes, progress, reporting, sales, spreadsheet, supervisor, supervision, telephone, Upgrades, upgrade
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Companies Worked For:
HyVee West Circle Drive
Charter Communications - Business
Petco Grooming Training Center
Iowa School of Beauty
Job Titles Held:
Business Billing and Retention Specialist
Bachelor's : Business Administration studies Management and Human Resources , 09/08 Certificate of Completion 12/91, Cosmetology License obtained 03/92 : 12/91 Practical Nursing Program/CNA Certification : 10/87
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