OBJECTIVE:

• I am an extremely friendly, loyal and dedicated individual who will exceed in any given environment. Although I have extensive experience in the
• Customer Service/Management industry, I am always up for a challenge, whatever the situation. I work well with others and individually. I am looking for a position where I can develop and excel while giving my best to an employer.

TECHNICAL SKILLS

• Microsoft Office; 70 wpm typing speed; multi - line phone system; multi-tasking; de-escalating;
• AS400 system

WORK EXPERIENCE:

Real Time Processing/Assistant Field Manager

Confidential

• Searched Canada yellow pages for various providers
• Called providers to see if we can use them for the retail stores that we manage.
• Emailed, faxed or mailed contracts to the prospective providers
• Followed up with prospects to see if still interested or to get more information from them Handle calls from Providers who fax in invoices using Real Time Processing (RTP) process invoices using a program called Fusion build an electronic invoice using the invoice that was faxed call providers back if there is a problem with their invoice or with confirmation numbers handle a 45 day delinquent invoice report contacting the contractor to let them know an invoice has not been processed and will close if not received within 45 days Help providers who use MyFSN to process their invoices online handle calls from providers who need assistance with using the online system, myFSN, to process an invoice can walk them through each step to build an electronic invoice send out reports weekly to Field Managers with a list of prospects that preformed work for our company in the past week btain username and passwords for Providers to be able to process invoices online email, fax or mail Welcome Packets that contain instructions on how to use the system and contact information for the Field Management Team handle mail daily; calling providers that mail invoices to give them the proper procedures; scan and attach certificates of insurance to the providers account using a system called Siebel help the field managers when coverage is needed for specific areas help train new AFM’s entering the team
• Handle the RCC log for the Field Managers, enter new requests, enter recommendations from the Field Managers, close the log and create reports from the close; send to various members of the company, open log on Monday to start new week
• Send daily reports to the Field Managers with a recap of their days work handle mobile compliance reports on Mondays and email to various members of the company work closely with the Field Managers should they need assistance with various projects enter new agreement/info into Facility Maintenance website work on new projects that may come to the team, Surveys, Mobile etc… A go to person on the team

Sr. Customer Service Representative

Confidential

• Handled calls in busy call center using Rockwell phone system Dealt with customers regarding various issues with their wireless phone. From billing questions, issuing credits, tier 1 technical support, canceling accounts and listening to customers concerns. Was a go to person on the team. Would handle escalated calls for supervisors when needed. Attended trainings whether in a training room or online through our computer system to keep up to date on upgrades to the system or new products. Updated customers accounts with price changes, equipment changes address changes, etc... Walked customers through their online account Maintained a performing average throughout the year busy calls, Rockwell phone system, ACSS computer system, multitasking,

Collection Representative

Confidential

Responsibilities:

• Contacted customers to collect annual or monthly fees. Kept a binder of monthly customers and logged all payments received. traded accounts monthly to give other people a try and collecting the accounts unable to be collected; attended monthly meeting to discuss goals for the next month; worked with the reservation department with a customer had a request on a vacation

Customer Service Supervisor

Confidential

• Started as a customer service representative, within 3 months started training new hires then became supervisor within a year. Answered calls for customers placing orders for flooring products checked back orders and gave updates put together and maintained training manual for new reps interviewed and hired new employees did weekly payroll conducted weekly meetings, did weekly inventory and ordering of products in warehouse, did classroom and on floor training for all new hires, up to date with OSHA requirements and held safety meetings to make sure safety standards met; conducted on spot call review; discussed improvements needed on the customer service floor; trained all new sales force with the information needed by them to make it easier for customer service; kept up to date with all the new flooring products; represented Mohawk at the Mid - Atlantic carpet conventions yearly; traveled to Mohawk headquarters in Georgia to get more information on how the products were made