Allison Baxter Christian
Vestavia Hills,AL
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Account Manager
AT&T
12.2021 - 09.2025
- Oversee Federal, Government, Educational, Medical Accounts.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Streamlined internal processes for better efficiency in account management tasks.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
- Leveraged CRM tools to maintain accurate records of client interactions and transactions.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Customer Service Representative
Social Security Administration
05.2019 - 12.2021
- Interviews beneficiaries, inquirers or their representatives to determine the nature of their problem or interest. Explains technical provisions, elicits relevant facts and resolves problems with payments or eligibility. Provides beneficiaries with information, advice or instructions about eligibility and benefits being paid under retirement, survivors, disability and Medicare insurance programs; the Black Lung program and Supplemental Security Income. Also furnishes information to inquirers about work incentive provisions, compliance with the various beneficiary reporting requirements and submits appropriate reports to continue, suspend or terminate monthly payments. Receives requests for waiver of overpayment in Title XVI cases. Completes Request for Waiver and Recovery Questionnaires. Verifies allegations as necessary. Determines if individuals are without fault in causing over-payments and if other waiver provisions are met. Documents decisions and generates notices of decision and appeal rights. Initiates contacts with beneficiaries or others to obtain omitted reports and clarify inconsistent or incomplete reports. Investigates and resolves system-identified discrepancies and questionable situations. Makes routine as well as complex systems inputs to correct or change records of entitlement and eligibility.
- (FULL-TIME)
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Account Receivable- Team Lead
AT&T
02.2000 - 12.2017
- I handle incoming and outgoing telephone contacts with Business and Residential customers in the pursuit of collecting company revenue.
- I handle adjustments as appropriate for resolving discrepancies, facilitating payment arrangement negotiations and extension of credit.
- Collections of delinquent bills by making outbound telephone calls to customers or by written correspondence when appropriate.
- Records data, notation, and completes forms via on-line computer system while talking with customers.
- Computes and quotes adjustments, credit/security requirements, balances, amounts billed and/or rates to customers.
- Works with Outside Collection Agencies.
- I make decisions that will promote customer satisfaction and reinforce company goals for revenue protection.
- As a Resolution Specialist I handle irate customers to come to a mutual agreement and provide excellent customer satisfaction and ensure revenue for the company.
- I handle offline issues, billing disputes, adjustments, and payment claims. I receive incoming billing disputes and adjustments for the entire Southeast and handle them accordingly.
- (FULL-TIME)
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Service Assistant
AT&T
02.1998 - 02.2000
- Received and processed trouble reports from customers and employees via automatic call distributors. Based on analysis provided via mechanized resolution system screened and resolved customer problems and trouble reports.
- Advised of actions to be taken, gathered pertinent information for resolving customer troubles, followed system testing to resolve problem or route to appropriate center for clearing.
- I was a Teamlead and assisted customers with complaints and special request to expedite repair issues.
- I explained features and service operation procedures, documents customers’ complaint, and enters trouble report into mechanized system.
- (FULL-TIME)
Education
Certificate - Medical Billing And Coding
Jefferson State Community College
Birmingham, AL07-2021
High School Diploma - undefined
SHADES VALLEY HIGH SCHOOL
BIRMINGHAM, AL05.1996
Skills
- I am a dedicated loyal employee
- I am skilled in Time Management and well as have great communication skills
- I have years of experience in problem management and ability to handle and resolve issues
- I take initiative and look for ways to learn new information and processes
- I am a competent employee, I work well with others and I have the capability of working self-directed
- I ensure results and handle all processes through completion
- Account management
- Goal oriented
Certification
- Certification from National Healthcare Association (NHA)
- Certification #G3X87H9F8
Timeline
Account Manager
AT&T
12.2021 - 09.2025
Customer Service Representative
Social Security Administration
05.2019 - 12.2021
Account Receivable- Team Lead
AT&T
02.2000 - 12.2017
Customer Service Assistant
AT&T
02.1998 - 02.2000
High School Diploma - undefined
SHADES VALLEY HIGH SCHOOL
Certificate - Medical Billing And Coding
Jefferson State Community College
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