service representative resume example with 20+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary
Engaging Service Representative with over 23 years of telecommunications experience. I have excellent telephone etiquette and can perform on demand in highly stressful environments while maintaining professionalism. I also possess strong problem-solving, decision-making, and prioritization skills.
Skills
Customer Service - Negotiation skills - Leadership & Organizational Behavior - Process Improvement - Microsoft & Google Proficient
Education and Training
Strayer University, Expected in 01/2022 ā āM.B.A:Business Administration - GPA:
Strayer University, Expected in 01/2018 ā āB.B.A:Business Administration - GPA:
Strayer University, Expected in 01/2015 ā āA.A:Business Administration - GPA:
Experience
Cook Children's Health Care System - Service Representative Arlington, TX, 10/2019 - Current
Work directly with the Federal Government Designated Agency Representatives (DAR), Verizon project managers, and sales teams to identify and authenticate orders and services for closure generating revenue
Investigate data, articulate solutions via written and verbal communications, and resolve discrepancies
Authenticate the Federal government agencies, authorize DARs, billing account codes (BAC), and service orders through the integrated service system for the Federal Government and Verizon use
Validate the total cost of processed service orders with the Federal Government agency's initial revenue quote for services, equipment, and labor installations
Validate Verizon final charges for accuracy of of Verizon services with the Federal Government agency's initial revenue quote for
Confirm vendors' invoice packaging, technician labor hours, and Contract Line Identification Number (CLIN) for accuracy through a timesheet tracking and reconciliation process
Obtain the DAR signed authorization for finalizing and closing out services
Implement Federal Government agencies' service orders for installation, disconnection, or changes of products and services, including validating bills for services
Operate multiple systems and process a high volume of detailed documentation
Simultaneously manage various priorities and perform additional duties and tasks when required., Potomac Region
Communicate with customer to resolve billing disputes for large business customers in MD, VA, and DC
Audit and maintain customer accounts and records
Managed and resolved Public Utilities complaints and customer escalations
Implementation of custom contracts: analysis written contract for all required components
Verify all account numbers, telephone numbers and rates are valid so that National Contract Administration could have tariff rate overridden to have negotiated pricing applied to the account services
Interpretation of contractual language and pricing
Provide a disbursement report of credits and debits issued against a customer account
Process claims that require written documentation supporting why the customer was due credits
Transfer and locate misapplied payments
Investigate billing errors and collaborate with internal departments to have corrections processed timely
Act as Temporary Assistant (TA) to team leader and provided team training on work procedures
Combine and or remove accounts to and from summary billing accounts
Verify Letters of Authorization
Process request from services to move between different lines of business (i.e., small business to large business).
Amerihealth Caritas Health Plan - COVA Cincinnati, OH, 07/2007 - 10/2019
Implement and process orders for low and high-end services
Serve as a liaison between the Verizon field technicians, engineers, other internal departments and the customer to ensure accuracy of installation of service
Port other Common Local Exchange Carriers (CLEC) to Verizon telephone service
Compose Excel spreadsheets for claims and adjustments
Assess customer inquiries and provide resolutions for their installation and billing issues
Interpretation of contractual language and pricing
Consult with customers via telephone and or written communication the results of their inquiry
Multitask between systems, customer calls and internal departments
Evaluate tax exemption certificates and have appropriate exemptions added to customer accounts.
National Grid - Customer Service Representative West Roxbury, MA, 10/2001 - 07/2007
Primary duties included processing low-end, high-end Verizon telephone service
Port other Common Local Exchange Carriers (CLEC) service to Verizon telephone service
Act as the liaison between Verizon and the Customer for the execution of their service request
Verified that all information on the work order was correct for processing
Generated orders for new service, changes to existing services and disconnection of services for medium business customers in the Potomac region which consist of 7 states (PA, DE, NJ, MD, VA, WV and DC)
Processed simple Plan Old Telephone Services (POTS) up to complex services such as engineered Primary Rate Interface (PRI).
Verizon - General Business - Consultant City, STATE, 01/2000 - 10/2001
Handled large call volumes
Multitask between systems, customer calls and internal departments
Install new, change and disconnect residential services
Provide product knowledge
Met and exceeded monthly sale objective.
Additional Information
Honors & Affiliations
, The National Society of Collegiate Scholars - The Society for Collegiate Leadership & Achievement - Cum Laude - Magna Cum Laude - Communications Workers of America - Zeta Phi Beta Sorority Incorporated
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.