Core Qualifications:

• Call Center experience
• PC literate inluding Microsoft Office
• Professional and loyal
• Team player and strong work ethic
• Management experience
• Responsible and Adaptable
• Training Assistant
• Organized and prioritizes assignments
• Exceed objectives
• Strong research and analytical skills

Relevant Experience:

Specialists (Confidential) Credit & Collections Department, Tucker, GA (September 2009 – May 2012
Assign work to Field Collectors -Collect data from various sources to establish spreadsheets -Prepare daily, weekly, and monthly reports and distribute to upper management -Monitor accounts for delinquency and broken payment arrangements and advise upper management of status -Call customers to establish payment arrangements to avoid disconnection of online advertising -Establish delinquent letters to customers -Disconnect online advertising accounts 60 days delinquent -Interact with outside collection agencies -Process write off for accounts six months delinquent -Gather documents for attorneys to prepare for court cases -Serve on process improvement teams -Acting Supervisor

Customer Service Representative (Confidentialolutions) Customer Care Department, Tucker, GA (October 2005-August 2009)
Receive and respond to customer phone calls, emails, letters and faxes -Responsible for opening claims originating from advertising errors; investigate and resolve claims within five business days -Interact with Sales Representatives, Sales Managers, Business Office, Local Exchange Carriers, and other departments to resolve claims -Negotiate settlement with customers by offering a monetary adjustment and/or free print and online advertising -Assists customers with billing inquiries, contracts, and payment arrangements -Accurately post payments to customer accounts -Act as liaison between customers and sales representatives -Refer sales leads to sales department and utilize skills to maintain customer retention -Process billing adjustments -Use call center software to document calls made and received -Handled escalations -Acting Supervisor

Office Assistant (Confidential) DSL Order Support Center, Atlanta, GA (January 2002-October 2005)
Provide administrative support to the center (typing, filing, ordering supplies, copying and faxing documents) -Maintained electronic mailbox by responding to email inquiries for DSL service -Assigned provisioning orders to multi-media technicians -Answered phone lines and redirected calls as necessary -Maintain time and attendance records -Process time sheets -Monitor the web for new orders and assigned orders to Customer Service Associates- Add and delete users profiles in system -Work on special projects -Maintain escalation voice mailbox and escalation log -Report system problems and outages to appropriate technical support group

Education:
Bachelor of Science, Business Education