Associate Customer Care Specialist Resume

OBJECTIVE:

To obtain a responsible position in a company where my experience, accomplishments, and proficiency will allow me the opportunity to make a meaningful contribution.

SUMMARY:

I am a results - oriented self-starter with skills for organizing and resolving problems that arise in day-to-day activities.

TECHNICAL SKILLS:

Skills: Work Processing, Lee Data CRT, IBM CRT, RNS, FOMS, ROS, SOCS, SOER, BOCRIS, MOBI, BARS Errors, WAFI, TAFI, GRETA, Smart Chat, Right Touch, Typing, filing, and general officeWindow 95, 98, XP, ME, 7, 10, Quicken, Quick Books Pro, Microsoft Word, Outlook, Basic Excel, Carelogic, MS365

EXPERIENCE:

Confidential

Associate Customer Care Specialist

Responsibilities:

Answer incoming calls from customers calling to make payment arrangements and also who have questions about their bill.
Place orders for customers who want to have new power connected or disconnected.
Place orders for customers who are moving from one address to another address.
Take payments from customers who want to pay their bill or who want to pay their deposit to have their power turned on for new service.
Put in outage tickets when the customer’s power is out.

Confidential

Administrative Assistant

Responsibilities:

Answer phone calls while managing the flow of clients and making appointments.
Enter new client information into Provider Link Database and maintain client records online.
Collect and record payments and maintain an accurate daily cash payment log.
Provide general administrative support including filing, typing, copying, faxing promptly and efficiently.
Printing, recording, and matching client drug screen results to appropriate files.

Confidential

Maintenance Administrator

Responsibilities:

Receives calls from customer's and inputs into the system the trouble report.
Verifies customer information (i.e. business name and address).
Perform preventive maintenance analysis and testing.
Determine operability of cable and pairs following construction transfer or repair activities.
Provides centralized mechanized testing support for inside or outside work forces and initiates or performs other Maintenance Center transactions as required.
Loads maintenance tickets to outside field technicians for their daily work load.
Escalates tickets to upper management and to the escalation management on a case by case basis.
Contacts customer by telephone to confirm if the issue had been resolved.
Interfaces with outside technicians and performs maintenance and service order pair changes in appropriate mechanized systems as required.
Interfaces with internal departments to make sure trouble gets resolved in a timely matter.
Assigned to work on smartchat (which is a chat system to communicate with internal departments).
I also would be assigned to work on Right Touch (which is a chat system to communicate with external customers).

Customer Sales Associate

Confidential

Responsibilities:

Conducts needs based selling based on customer requirements, which includes all necessary documentation to fulfill customer requests.
Utilizes appropriate sales techniques.
Negotiates service order activity from customers and inputs information via on-line terminals.
Worked as a team lead which takes over calls from irate customers and helps other sales associates.
Trained other sales associates on systems and different service orders the associates may not be able to do.
Assisted students with their on-job customer contacts and explained when they were not doing it correctly.
Did different reports for management and did side by side observations when needed.
Helped customers with billing problems, adjustments, and changes to their service.
Processed payments for deposits and bills over the telephone.

Customer Service Associate

Confidential

Responsibilities:

Conducts needs based selling based on customer requirements, which includes all necessary documentation to fulfill customer requests.
Qualifies and refers sales opportunities as appropriate to the Service Consultants.
Negotiate billing inquires, billing adjustments, customer complaints, and sale of new billing services.
Negotiated service order activity from customers and input via on-line terminals.
Provided marketing and sales support including participation in account planning as requested (i.e. record reconciliation, customer instruction and education, etc.) Handle collection of delinquent bills.
Determine credit deposit requirements and extension of credit.
Handled company generated projects ( Area Transfers, Central Office changes, etc.).
Handled correspondence (customer, inter-departmental, inter-company). Issue and analyze traffic studies.
Conduct and/or attend customer and/or inter-departmental meetings. Record data and notations on bills and other forms via on-line terminals while communicating with the customer by telephone.
Visit customer premise as needed to meet customer expectations and to maintain appropriate relationships.
Had a pre-assigned customer which was North Carolina State Government.

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