At Barnes and Noble Booksellers I was promoted within 6 months to Supervisor and worked in that capacity for over 4 years. I managed upwards of 20 employees at any given time and was responsible for new employee training and development. Additionally, I was responsible for department sales goals, cash handling, shipping and receiving and community relations.
I began working at Alltel Wireless in a Customer Care/ Tier 1 Tech Support role in a high volume call center environment. Alltel Wireless was later acquired by Verizon Wireless and I became a Senior Customer Service representative under their mantle. As a Senior Customer Service Rep I would assist my supervisor and serve in a team lead capacity as necessary. I also handled employee mentoring, coaching and escalations.
At AT&T I was part of the inbound sales team. My objective was to turn service calls into sales opportunities. I worked closely with other departments to help resolve technical issues beyond Tier 1 and helped interpret and explain complex billing issues to clients in a sensitive and tactful manner. I provided technical assistance on POTS, Telco, U-verse, DSL and other related products. I met all my sales goals consistently while providing excellent service to customers.
At ACS Xerox I was promoted to the position of Floor Support. As Floor Support, my main responsibilities were to mentor and coach new employees who were moving into production from training. I was to monitor their adherence to company policy and ensure that they could perform all duties required by their position by monitoring their call quality and by providing feedback and coaching. Other relevant skills included, complex bill interpretation, customer retention, financial services and tier 1 and tier 2 support.
At Muir Enterprises I provided customer service to local food service professionals and chef's. I took orders via phone, fax and email and handled governement POs as well. I resolved issues with products and ocassionally performed general warehouse labor if needed. I served as dispatch for all drivers on duty. I resolved customer complaints and worked directly with the company's salesforce to ensure customer satisfaction and source hard to find inventory.
At Apex EDI I worked as an account manager in charge of providing onboarding and software support to helath care professionals and their staff. I worked to ensure that all EDI transactions were HIPAA compliant and secure by ensuring that all claims were sent using appropriate encryption standards. As part of the onboarding process,I trained clients to become self sufficient in managing their claims and resolving issues with denied claims. I helped resolve and all technical issues.
At Boostability I work as a website consultant/project manager. I serve as a single point of contact for all website builds and guide the client through the design, build, content and launch process of the project. I act as a liaison between the design and development team. Additionally, I provided client training on the Wordpress CMS and do website maintenance including the implementation of changes to the HTML & CSS as needed.