ANTHONY HUDAK-CAVE

Applicable Rise Billing Experience:

- Many times in Sales we receive billing related inquires in which we have to present solutions instead of selling a customer

Examples below:

- Reading/understanding the ledger and being able to communicate adequate charges/credits and current balance to customers (Due dates, Payments, Credits, NSF fees, Chargebacks, Charge offs etc..)

- Educating customers on past due balances and calculating what would be owed for a customer to restore services or to exhaust a pending non-pay disconnect

- Escalating a customer to CBA through leadership who is in collections with CMI to confirm whether or not their payment has posted to move forward with a restart opportunity

- Often times when customers are miseducated/uneducated on billing practices, this can cause extreme levels of escalation. It is very important to efficiently advise the customer of accurate information while presenting a solution that makes them feel reassured and heard. In addition to this, the education piece is the most important to set them up for a solid understanding of our billing processes and structure.

Jumpstart Experience:

- During JS Mentorship opportunities not only do you have to full understand all elements of the ledger, you have to adequately be able to train new agents on these processes (Due dates, Payments, Credits, NSF fees, Chargebacks, Charge offs etc..)

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Billing Resolution Example:

-Issue: A time when a customer had multiple data overages and they were escalated due to having a very extreme balance owed.

Resolution:
- Walking the customer through the difference between standard and unlimited date to first explain the data overage received.

- Offered to credit the data overage charge due to the customer not being educated on this difference/process
- Upgraded the customer to an unlimited data plan while covering due dates and billing expectations moving forward.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.
• Developed strong working relationships with staff, fostering a positive work environment.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.