Customer Care Voice Associate Resume

SUMMARY:

Build consistent record of achievement in all customer service efforts to meet bottom line improvement.
Excel in listening to customer needs, articulating product benefits and creating solutions that provide value to the customer.
Established relationships predicated on trust, commitment, and exchange, which drove process and improvements
Build and maintain enduring customer relationships to boost sales and generate repeat business

PROFESSIONAL EXPERIENCE:

Confidential

Customer Care Voice Associate

Responsibilities:

Manage the day - to-day queries of the Travel Agency Commission Settlement (TACS) program, checking payments and banking processing.
Answer questions on status of commission payments following pre-established TACS guidelines and performs routine research on customer inquiries.
Respond to customer inquiries via phone, email, fax, and mail. Document customer inquiries in compliance with TACS and customer guidelines. Use TACS applications to verify new customer details data entered including financial information.
Administer and create new profiles for properties and payees.
On-site liaison for customers and payees to set up payment schedules.
Administer proper documentation as needed for issues and potential issues regarding payments for payees.
Usage of internal trouble ticketing systems and extensive use of Excel, Word and Outlook to convey information to customers.
Create USER ID’s for web access, reset passwords, troubleshoot web issues, provide assistance in navigating the website.

Confidential

Sales Associate

Responsibilities:

Provided fast, friendly service by actively seeking out customers to assess their needs and provide assistance. Greet, qualify, recommend, and close every customer. Maintain in stock conditions, ensure clean, shop able, and safe.
Ensured customer satisfaction, drive sales, build sales skills and product knowledge, and maintain safety, security and integrity.

Confidential

Member Services Business Analyst

Responsibilities:

Provided real time technology related support for 25 call centers and 10,000 call center consultants.
Functioned as the front line interface with our customers on all order issues and technical problems received via calls, instant messages and e-mails.
Organized crisis conference calls when required for high severity issues.
Performed real time and historical trend analysis to proactively prevent impact to Call Centers.
Required to investigate, analyze, and resolve outages and communicated said information to the appropriate parties.
Point of contact during outages to the Confidential browser, which included using the CRM ticket reporting system to generate tickets, scheduled and chaired conference calls to assess and solve the existing problem from back end to front end until completion (working with technicians on the NOC and all department heads and managers.)
Forecasted trends, reviewed business analytics and provided information as needed to prepare for upcoming weeks during the forecasted session.

Confidential

Customer Lifecycle Manager II

Responsibilities:

Promoted three times working in the government solutions department while transitioning billing from the previous government FTS 2000 contract to the new FTS 2001 contract resolving customers billing issues to all non-provisioned service.
Trained the contractors in our group on the core systems while working as the customer’s sole point of contact and implementation manager of all new work orders.
Provided customer support via direct inquiries from clients, received through signed service orders, email and telephone.
Conducted daily order status conference calls and Excel spreadsheet updates with the customer and concerning all issues involving installation and post installation needs, including ticket reporting and management of client issues, ensuring all client issues are addressed or escalated, as needed in accordance with client service level agreements (SLAs).
Created singular phone accounts.
Managed projects from conception to completion, which included daily phone meetings with customers and providing updates on an Excel spreadsheet to keep track of the progress.
Project coordination, which included working hot cuts from the outdated phone systems and moving to a new updated network
Liaison between the local telephone company/local equipment provided/government contractor/building managers/contractors/ Confidential Employees/Government testers. This included confirmed the new networks were functional and running before shutting down the old network. Also worked with the DHS/DEA Border Patrol Project Manager as needed.

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