Summary
Overview
Work History
Education
Skills
Timeline
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Adrianne Smith

Hephzibah,GA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the Telecommunication industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.

Overview

17
17
years of professional experience

Work History

Account Support Specialist

Vision Wireless/Motus
01.2015 - Current
  • Effectively communicate with department heads and employees, via email or phone, to address concerns and provide information
  • Balanced up to 10 accounts simultaneously, maintaining regular contact and professional relationships with each.
  • Liaison between the customer and the wireless carriers, AT&T, Verizon, T-Mobile, Rogers, and Bell Canada
  • Proactively identified potential problems or challenges faced by clients, offering solutions before they escalated into larger issues.
  • Provided exceptional customer service, consistently exceeding client expectations and building long-lasting relationships.
  • Confer with department heads on services, equipment, and customer specifications
  • Investigate and research issues to determine the cause and offer a resolution
  • Resolve escalated complaints and answer questions on policies and procedures
  • Developed strong relationships with clients, leading to higher retention rates and increased referrals.
  • Delivered prompt service to prioritize customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Investigated and resolved customer inquiries and complaints quickly.

Billing Analyst & Reconciliation Specialist

Vision Wireless, LLC
03.2010 - 08.2013
  • Verified the accuracy of billing data and revised any errors
  • Entered figures using 10-key calculator to compute data quickly.
  • Obtained and relayed account information
  • Maintained and updated rate plans, devices, and policies on customer wireless portals
  • Monthly reconciliation of the carrier account information with the Vision Wireless customer support portal
  • Maintained strict confidentiality with all personal data as per company guidelines.
  • Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of the billing process.
  • Enhanced customer satisfaction with timely and accurate billing information, resolving disputes promptly and professionally.
  • Conducted regular account reconciliations to verify invoice accuracy, resulting in reduced disputes and improved cash flow management.
  • Updated pricing on orders in system to promote invoice accuracy for special items, agreements, substitutions and unauthorized deliveries.
  • Researched and resolved billing discrepancies with wireless carriers to enable accurate billing.

Customer Service Representative

Vision Wireless, LLC
07.2007 - 03.2010
  • Maintained working knowledge of procedures and services to appropriately address customer issues
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Recorded details of interactions with customers to maintain up-to-date records of transactions
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Assisted customers in navigating the company website and placing online orders, improving overall user experience.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Education

ASSOCIATE'S DEGREE - MEDICAL CODING

Ameritech College of Healthcare
Provo, UT
05.2015

Skills

  • Gmail
  • Windows
  • Customer Satisfaction
  • Email Etiquette
  • Client Relationship Building
  • Customer Service
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Multitasking
  • Calm and Professional Under Pressure
  • Microsoft Office
  • Data Entry
  • Product Knowledge
  • Interpersonal Communication
  • Administrative and Office Support
  • Adaptability
  • Order Processing
  • Sales Support

Timeline

Account Support Specialist

Vision Wireless/Motus
01.2015 - Current

Billing Analyst & Reconciliation Specialist

Vision Wireless, LLC
03.2010 - 08.2013

Customer Service Representative

Vision Wireless, LLC
07.2007 - 03.2010

ASSOCIATE'S DEGREE - MEDICAL CODING

Ameritech College of Healthcare

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Adrianne Smith