Sales Support Resume

OBJECTIVE:

Position allowing for application of demonstrated organization, customer service, communication, interpersonal, and project management skills proven by 12 years of results by utilizing positive management skills in a customer service environment.

SUMMARY:

Extensive experience as a customer relations professional.
Excellent analytical, organizational, negotiation and problem solving skills.
Consistently exceeded customer satisfaction goals.
Highly motivated team player that works well with customers, peers, and leadership .
Driven, personable professional with extensive experience in both customer service and telecommunications.
Seasoned in collaborating with some variety personalities in order to accomplish goals.
Diplomatic and tactful with professionals and non - professionals at all levels.
Accustomed to handling sensitive, confidential records.
Flexible and versatile under pressure.
Skilled at seeing multiple perspectives in a challenging situation and obtaining results that benefit the organization.

SKILLS:

Written and Verbal Communication Skills
Thorough attention to detail
Customer Service
Interpersonal negotiation skills
Adherence to procedures and polices while offering comfort and assistance to customers

TECHNICAL SKILLS:

Systems Knowledge: OM, SOA, CSG, Sigma, Nuestar, Sales Force and Various Local Exchange Data Bases

EMPLOYMENT HISTORY:

Confidential

Sales Support

Responsibilities:

Open Trouble Tickets with telecommunications vendors
Escalate network issues (VOIP, Confidential ) issues with Vendors
Bill Reviews: reviewing invoices with customer to make sure they are being bill properly
Pull Price Quotes from telecommunication companies for customers
Create and submit new orders to telecommunication companies for new, change or add services

Confidential, Chesterfield, MO

Student Loan Counselor

Responsibilities:

Received inbound calls from Student loan debtors
Qualified borrowers for Income Based Repayment plans
Assisted borrowers with Forbearance and Deferment applications
Answered all questions concerning the borrower’s loans
Submitted internal request to reapply payments, and to move borrows to other qualifying payment plans
Notated each account as to action taken and current status on loan.

Confidential

Charter Business LNP

Responsibilities:

Monitor work queues for orders requiring local number portability activities
Answer inbound calls Business and Residential to correct service issues
Process business Prime rate interface ( Confidential ) orders
Request and obtain Customer Service Record ( Confidential ) from Confidential as necessary.
Escalate porting issues to other Charter departments and Confidential as necessary
Monitor submitted orders to ensure Firm Order Confirmation ( Confidential ) is received within regulated timeframes
Resolve order rejects within a timely manner and escalate any jeopardy items within the Confidential and within Charter
Manage requests for changes, supplements, suspensions, and disconnects of products and services on ported telephone numbers and ensure LSRs/DSRs/LNP

Confidential

Trouble Ticket Manager

Responsibilities:

Perform complex troubleshooting and resolution of inbound telephone repair calls.
Provide advanced problem diagnosis, resolution and follow-up for inbound telephone customer reported issues.
Up sell products and services, including all three lines of business
Resolution and follow-up of escalated telephone customer service calls, as necessary

Confidential, St. Louis, Missouri

Service Support Specialist

Responsibilities:

Tracked and completed a consistent workload of 400 to 700 orders
Responsible for the disconnection of services of customers leaving Savvis, or upgrading existing internet services.
Responsible for coordinating with Savvis vendors in a timely manner to have all vendor services removed within thirty days of the original disconnect request.
Responsible to verify and confirm vendor stops billing Savvis on the correct interval date, and if not to forward a formal dispute request to the billing analyst department.
Responsible for the recovery of the original Savvis equipment sent out to the customer on the original install orders.
Responsible for resolving all customer Network disconnect disputes, from interruption of service to billing issues.

Confidential, St. Louis, Missouri

Long Distance Provisioner/Circuit Designer

Responsibilities:

Designed long distance fiber optic networks for Confidential, Confidential, multipoint and multidrop circuits.
Online troubleshooting with technicians, Confidential coordinators and customers resolving equipment and facility issues.
Ensured orders for install were completed in timely fashion

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