New Season

12/2007 - 4/2008

Medco Health Solutions

Entry Level

• *Coach and develop a team of 18-25 Customer Service Representatives *Establish an atmosphere that encourages teamwork and employee involvement *Manage attendance, schedule adherence, off-phone activities and other dimensions of CSR performance to identify and coach areas of opportunity *Investigate quality, efficiency, attrition and other issues to identify opportunities for improvement and implement action plans, if appropriate *Ability to provide detailed feedback on teams performance *Conduct phone monitoring of Customer Service Representatives and provide constructive feedback based on your observations *Lead team meetings, ensuring that all CSR’s are adequately informed of policy and procedural changes and provide a forum for CSR’s to provide input to the Management team *Assist in the CSR hiring process

11/2006 - 10/2007

Butler International (Verizon)

Contractor / Freelance

• *Create tickets for circuit testing and field dispatch *Monitor special circuits to ensure that they adhere to commitment times *Provide IXC and LEC customer with ticket status updates and escalations on complex voice and data circuits, such as DS1,DS3,OC12 and OC48 *Liaison between external customer and verizon manangers for problem resolution *Proactively status wholesale customer on repair issues in a timely manner *Utilize database mainframes (i.e.AAIS,TAS, and Vrepair)to trouble shoot intricate circuits *Extensive knowledge of over 20 networks and systems utilized for order entry, provisioning and billing

2/2006 - 11/2006

CP Ships(Custom Staffing)

Contractor / Freelance

• *Collections and disputes *Receive and post payments *Authorized shipment releases *Contact vendor (via email, fax, phone) *Process and send invoice/arrival notices *Correspondence letters *Prepare weekly aging reports *Prepare statement of accounts *Negotiate *Prep accounts for outside collections *Account adjustments and ledger clean ups *Bad debt write-offs *General office duties (file, zerox, scan, print) *Use personal PC and programs Microsoft access, Microsoft Excel, Microsoft Outlook, Windows 95/98,Lexis Nexis

10/2003 - 10/2005

Capitol One Auto Finances

Contractor / Freelance

• Collections (30-60 delinquent) *Outbound calls to debtor *Negotiate *Data Entry *Set up payment arrangements *Reconcile and research payments *Process deferments *Outbound calls using dialer *Skip Tracing(Lexis Nexis)

7/2000 - 4/2002

Verizon Wireless

Entry Level

• *Aspect system inbound calls *Interpret account information and history *Process payments *Activate new and old accounts *Credit evaluation *Correspondence letters *Reconcile account errors *Research lost payments *Activate phone and troubleshooting

1996

Associate Degree

Tallahassee Community College

• Business

1992

High School/GED Degree

James S. Rickards Hish School

• General Studies