Amy Sprague
Dearborn Heights,MI
Summary
Driven professional with extensive experience in customer service and billing, notably at Lumen Technologies. Excelled in complaint handling and dispute resolution, enhancing customer loyalty through meticulous attention to detail and empathetic communication. Skilled in Microsoft Office, demonstrating exceptional analytical thinking and teamwork. Proven track record of improving service quality and efficiency.
Overview
24
24
years of professional experience
Work History
Billing Customer Care II
Lumen Technologies
07.2015 - 04.2024
- Facilitated smooth communication with customers and account management teams.
- Maintained a high level of professionalism when addressing sensitive financial matters with customers.
- Managed escalated calls calmly and professionally, demonstrating empathy while resolving customer disputes efficiently.
- Developed strong relationships with both internal teams and external partners to improve overall service quality.
- Assisted customers in understanding their premium bills, promoting transparency and trust in company services.
- Resolved premium billing discrepancies for improved customer relations and loyalty.
- Assisted with training of new employees.
Customer Service Associate
Kohls Department Store
12.2014 - 09.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Balanced safe, prepared tills, and prepared register bags for next sales date.
- Prepared bank deposits, ensuring proper accounting practices were followed for secure fund transfers.
- Investigated discrepancies of cash register and POS System totals to resolve errors.
- Enhanced cash handling accuracy by conducting cash office audits and reconciliations.
- Identified potential fraudulent activities through vigilant observation and prompt reporting, minimizing financial losses.
- Trained new employees on proper cash routines, procedures, and requirements.
Order Management
Avaya Inc
11.1999 - 04.2014
- Ensured data accuracy by meticulously reviewing and validating order information before entering it into the system.
- Reduced errors in orders by implementing thorough review processes prior to submission.
- Established best practices for order processing and documentation, ensuring a consistent approach across the team.
- Supported sales team for increased revenue generation by efficiently managing orders and maintaining customer satisfaction.
- Reviewed orders for accuracy, errors and omissions to minimize revenue assurance errors.
- Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics.
- Manage Enterprise Project orders to verify accuracy through project closure.
Education
High School Diploma -
Horizon High School
Brighton, CO05.1993
Skills
- Call center experience
- Complaint Handling
- Policy understanding
- Dispute Resolutions
- Microsoft Office experience
- Customer Engagement
- Month-end closing procedures
- Research and due diligence
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Reliability
- Excellent Communication
- Microsoft Office
- Self Motivation
- Billing and Invoicing
- Analytical Thinking
- Time management abilities
Timeline
Billing Customer Care II
Lumen Technologies
07.2015 - 04.2024
Customer Service Associate
Kohls Department Store
12.2014 - 09.2020
Order Management
Avaya Inc
11.1999 - 04.2014
High School Diploma -
Horizon High School