SUMMARY Loyal, dedicated Case Manager in the Executive Escalation Team with over 18 years of experience. Applied over a decade of multi-tasking and organizational skills to provide escalated dispute and conflict resolution for customer accounts. Resolved customer installation issues by rescheduling and dispatching technicians, involving high-level listening and communication skills utilizing email, phone, letters and face-to-face meetings whenever necessary. JOB SKILLS * Prioritize and organize dozens of customer issues on a daily basis Excellent customer service skills - 6 years on the Executive Escalation Team Multi-task between letters, email, phone, voice mail, and face to face meetings to resolve customer issues Communication skills - applied conflict resolution techniques for over 30,000 customer issues 10 years of scheduling and dispatching technicians to resolve normal and elevated customer issues. Microsoft Word and Outlook daily for 18 years occasional use of Excel

Highlights:

• Audit
• Back Office
• Computer Aided Software Engineering
• Email
• Install
• Microsoft
• Microsoft Excel
• Billing
• Communication Skills
• Customer Accounts