Description
PROFILE Strategic, client-focused, and results-driven professional, offering experience in providing optimum client and administrative support as well as in assessing and solving complaints. Equipped with strong people management, communication, and problem-solving skills. Effective at proposing corrective action plan toward profitable outcomes and enhanced customer experience. Proficient with Microsoft Office Suite (Word, Excel, and Outlook) and Windows operating system. Commended for publishing revised diagrams and part numbers as equipment in pest control magazines. Served as the driving force in resolving bad debts amounting over $500K. Greenville Health System Greenville, SC Played a vital part in setting up the user access and security through MobileIron used in company emails, contacts, and calendars on mobile devices. * Took full charge of merging duplicate user accounts and ensuring the security of the user. * Exhibited talents in examining and providing on-time and substantive solution to client inquiries and complaints. Obtained recognition by employing strong dedication in providing superior service to clients. * Rendered expert management to various customer service and administrative functions toward conflict resolution. * Earned the Operations Division Achiever of the Month as well as nomination for eliminating more than $40K annual in unnecessary cost from telephone service as well as highest marks for customer satisfaction. * Drove efforts in the project to save an additional $40K amount per year. Nuvox/Windstream Greenville, SC Customer Account Analyst Oct 2007 - Jan 2010 * Aided with the billing issues and service inquiries of clients and imparted knowledge on contract terms, guidelines, and procedures. * Conducted in-depth research of ticket information for billing outages credit, incorrect billing credits and debits, as well as refunds, payments, and disputes used in auditing approvals to resolve client billing issues. * Communicated with various departments to provide corrective action on client issues and needs. * Thoroughly assessed and verified the accuracy of appropriate contract pricing in billing systems. Career Highlight: * Guaranteed optimum client experience by acknowledging inquiries and forwarding phone call messages to appropriate individuals and departments. Optimized information inflow and outflow by conceptualizing and formulating the first resource book with more than 1000 pages used by B&G clients, dealers, and internal staff. * Contributed significant insights in creating the resource book used for order parts utilization and equipment repair. * Led the design and production of termite tools and cheat sheets to allow seamless access on Microsoft Excel for clients, dealers, sales, and client service representatives. * Took part in the production of new exploded diagrams on dozens of equipment products to eliminate part number and rendering errors. * Strategically produced the Return Material Authorization system to check returns based on design issues, manufacturing defects, shipping damage, and client product misuse. * Devised and instituted new accessory kits for equipment products which led to company development and profitability. Earlier Position Held: Carolina Handling Greenville, SC and Tucker, GA Customer Service Coordinator Dispatcher Parts Coordinator
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