Inspired Improved customer retention through the presentation of innovative programs and services. * Utilized automated systems to initiate and complete service orders and manage customer requests. * Worked in one or multiple queues over various customer contact channels. * Answered client requests and inquiries concerning services, products, billing, equipment, claims, and reports problem areas. * Continually maintained working knowledge of all company products, services and promotions. * Recommended updates according to client needs on features, accessories, upgrades and rate plans. * Processed purchases using operational systems. * Administered system functions on all opening, closing, and balancing procedures according to finance guidelines. * Managed credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required. and engage employees through mentoring and motivating staff in achieving individual and team goals and objectives. * Developed employees for growth and promotion by delegating appropriate responsibilities and reviewing assigned work to provide constructive feedback. * Improved employee engagement throughout territory through fostering solid relationships. * Observed and coached employees on sales techniques and delivering excellent customer service. Conducted On the Spot (OTS) Coaching and ensured personnel adhered to the Code of Business Conduct and performed investigations in collaboration with HR as needed. Ensured compliance with Fair Labor Standards Act (FLSA). Acted as Floor General overseeing store operations and profitability. * Reported fraudulent activity to Asset Protection and utilized strategic perspective to champion change. * Utilized professional expertise to proactively resolve problems and analyze issues. Collected payments on past due accounts and contacted clients by phone and email to set up payment plans and send statements. * Analyzed aging reports to identify accounts 30 60 and beyond 90 days overdue. Leveraged skip tracing credit bureau information background checks loan documentation and other resources to accurately locate clients. * Reviewed terms of sale and loan documents to identify amounts owed on accounts.

Highlights:

• Sales
• Billing
• Customer Service
• Fraud
• Skip Tracing
• Documentation
• Email
• Past Due Accounts