SUMMARY:

• Continue to build upon and apply my Account Management, Operational, Customer Service and IT skills in variety of business fields.

PROFESSIONAL EXPERIENCE:

Customer Service Agent

Confidential Laurel, MD. 

• Reviews Customer Accounts for accuracy and completeness, In regard to water and Sewer accounts. All done in Confidential Call Center environment.
• Modify billing and account history, which affects the revenue of W.S.S.C.
• Analyzes information given by customer and take necessary action, such as: initiating and explaining adjustments to the customer, schedule meter readings, process credit card payments, service disconnection of water due to nonpayment, field service scheduling and investigation resolution of claims.
• Represented W.S.S.C by writing Confidential case proposal in Confidential Dispute Resolution Hearing. In Which I was sworn in to represent W.S.S.C side of Confidential customer dispute of water usage charges on her account. The hearing was done in front of Confidential selected committee and Legal representation.

Offline Coordinator.

Confidential, Hanover, MD.

• Responsible for timely email/order completion of maintenance request for sensitive National and Government accounts.
• Process all Service line maintenance request (1 - 499 lines) through WFM (work flow manager) arriving from the Internet and Extranet.
• Provide information to Corporate- Liable end users, single point of contacts of business account, and potential customers in regards to their wireless services and products available in line with their contract agreements. Service Plans, Assumption of Liability, Disconnections, New Service and Equipment, Upgrades, All Data Products.
• Utilize various billing and order systems including VISION, WFM, IBAS, on line web site MY BUSINESS and ACCS .Proactively meeting demanding deadlines.
• Create and completed various projects for 500 to 50,000 lines as needed.

Coordinator-Customer Service

Confidential, Hanover, MD.

• Serve as point of contact via Business Support center queue by managing customer billing and service inquiries. Utilizing effective call handling and communications techniques to meet quality standards.
• Provide support to the sales channel, direct negotiation and day-to-day management of National Business customers.
• Extensive research done utilizing my knowledge of Vision, ACSS, I2K systems to process price plan analysis, reworks, spreadsheets, credits for business customers.
• Participated in Major Projects April 2005 - December 2005. Including: ECPD Cleanup Project (Phase I & II) 1900 lines weekly. AOC Clean Quality Assurance Project over 10,000 accounts. This all resulted in savings of millions of dollars for Confidential .

Senior Customer Service Representative.

Confidential, Laurel, MD.

• Research and resolve billing inquires, explain and order products and services; Troubleshoot service equipment issues (Tier 1); and prioritize and organize daily follow-ups to ensure timely resolution.
• Update, prepare, adjust and correct customer account discrepancies to promote company’s W.O.R.R.Y Free Guarantee.
• Collect past due account balances, review accounts and assist customer making payment arrangements for past due bills.

Customer Relations Representative.

Confidential, Largo, MD.

• Process customers request for new wireless phone orders entered on our partners web sites or inbound calls.
• Answer customers question through e-mail or inbound calls on service plans and wireless devices offered by carriers and manufactures including: AT&T, Cingular, T-Mobile, and Confidential, Nokia, Motorola, and Sony.
• Process and reprocess credit information, down payments required by carriers. Provide status on customer’s wireless orders, shipping status. Verify all customers’ information to prepare wireless devices for activation process.

Customer Account Executive.

Confidential, Rockville, MD.

• Answer customer’s questions regarding billing, service problems, product and features. Correct any error or discrepancies.
• Sell Comcast Analog, Digital cable services, and Comcast High Speed Internet Services.
• Prepare work orders for new services, service changes, repair, system outages and special request orders.
• Troubleshoot service calls, Tier 1 support for Comcast High Speed Internet Service.

Computer Support Technician

Confidential, Centreville, VA. / Confidential, Washington, DC. / Confidential, Silver Spring, MD

• Tier 1&2, Desk Top/ Server Support, using Web Boulder Application.
• Migrating end users information from old computers on to new computers. Including: Microsoft Outlook /Exchange in Confidential corporate environment. Proxy servers, Addresses, Ports, LAN Connections, Work group and Domain settings, remote access to Avaya/ Lucent networks.
• Manage Inventory Control during Major Phase of Desk Top ns Laptop Migration Project.
• Microsoft Software Installation, Configuration, and Troubleshooting. Hardware Installation.
• Full and Incremental backup scheduling and monitoring for VTLinx servers.

Federal Business Representative.

Confidential, Silver Spring, Md.

Responsibilities:

• Prepare and maintain multiple concurrent projects plans.
• Prepare proposals to add new products and services to The United States Postal Services, House of Representative and other sensitive accounts.
• Negotiation of service request, coordination of service and follow-up with federal clients.
• Maintain successful transaction of orders & billing for complex accounts and provide accurate monthly invoices.
• Responsible for meeting guidelines for GSA, FOMA, DECCO-BOA contracts.
• Accomplishments include the successful management of projects for United States House of Representatives, Senate, and The United States Postal Services. This resulted in collections of 2 million dollars of 180 day old monies owed from each client.