April Petty

Premier Service Consultant

AT&T

05.2022 - Current

The Premier Service Consultant (WFH) assists customers with questions and concerns on all products and services offered by the Company through research and resolution using various tools and systems. Handles telephone and virtual customer contacts while working remotely from home. Coordinates with all sales channels for retention efforts on existing customer base. May sell products and services offered by the Company. May resolve inquiries received via telephone, e-mail, e-care, correspondence, TTY, and on-line chat. Customer interaction may result from a variety of contact methods, including but not limited to direct calls from customers, transferred callers or the resolution of trouble tickets. Responsibilities within the Premier Service Consultant (WFH) role may also include those that require additional training in other areas within the broad duties of general customer care once competency has been demonstrated. By way of example, these may include but are not limited to sales, saves, retention, high value customers, billing and adjustment teams, advanced technical support, and/or collections work. Exhibits in-depth knowledge of all products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues. Develops a proven track record of resolving issues and retaining customers.

Answers customer/client requests or inquiries concerning services and products and reports problem areas.
Utilizes various systems and tools to initiate to assist and service customers.
Continually maintains working knowledge of all company products, services, and promotions.
Make recommendations according to customer’s needs.
Utilizes operational systems to process purchases of all products and services.
Handles inquiries from customers related to billing, rate plans, features and services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, etc.
Handles credit checks, service activations and changes, and receivables management/collections.
Sell all services and products offered by the Company; handles inquiries on data products, services, billing and troubleshooting.
Handle WLNP, relocations, combined bill support, after hours inquiries, pre-paid service.
Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning, and billing.
Provides support for products and services offered by the Company.
Assists customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications.
Handles less routine & repetitive matters and more complex troubleshooting scenarios.
Identifies, tracks & trends issues to assist in root cause elimination.
Proactively engages T3 support (network and IT) to address & resolve issues.
Engages third party vendors and suppliers as needed to address service faults & provide customer resolution.
Remains proficient in all billing, rate plan and feature matters.
Able to communicate effectively, both verbally and in writing.
Ability to engage virtually with management as needs of the business require.
Responsible for credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required.
Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
Provided information about service procedures and expected timelines.

Senior Chat Support (Tier 4)

DISH Network

03.2023 - 03.2024

Use advanced problem-solving skills to address unique or challenging situations.
Successfully managing and resolving an average of 20 customer chat messages daily.
Monitor and assess customer interactions to ensure quality and adherence to established service standards.
Create and maintain documentation for common issues, resolutions, and best practices.
Communicate customer needs and feedback to relevant departments to drive improvements in products or services.
Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
Established strong rapport with customers, fostering long-term relationships and repeat business.
Self-motivated, with a strong sense of personal responsibility.
Worked effectively in fast-paced environments.

Customer Service Representative

TTEC

03.2018 - 04.2022

Inbound calls
Assisted customers with unlocking their card.

-Customer Service Rep

Assisted customers with fraudulent activities on their account.
Assisted customers with activating new cards.
Assisted customers with ordering a new card.
Assisted customers with filing a claim.
Assisted customer with billing questions.

-Bank of America- Senior Chat Advocate

Assisted agents with questionnaire to help customers through chat.

-Bank of America- Trainer

Trained agents with knowledge of fraud
Trained agents on how to navigate through multiple tools.

-Kaiser- License Administrator

Updated agents License profile & call to verify their licenses.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Summary

Overview

Work History

Premier Service Consultant

Senior Chat Support (Tier 4)

Customer Service Representative

Education

Master of Science - Criminal Justice

Bachelor of Science - Criminal Justice

High School Diploma -

Skills

Certification

Timeline

Senior Chat Support (Tier 4)

Premier Service Consultant

Customer Service Representative

Master of Science - Criminal Justice

Bachelor of Science - Criminal Justice

High School Diploma -

Similar Profiles

Elda BenitezElda Benitez

MURICEO FELIXMURICEO FELIX

Brandon GrissomBrandon Grissom

Kathy ValladaresKathy Valladares

SAVANNAH MEYERSSAVANNAH MEYERS