Arletha King
Dallas,TX
Summary
Detail-oriented and enthusiastic professional bringing 32 years of quality performance in customer support and supervisory roles. Skilled in mentoring team members to deliver exceptional service and team morale through effective communication and positive feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Exceptional abilities are displayed in conducting research, problem solving, prioritizing simultaneous tasks, and tactful and diplomatic communicator. Leverage resourcefulness, project management, critical thinking skills, and superior work ethic for top job performance.
Overview
21
21
years of professional experience
Work History
Customer Support Manager II
T-Mobile
06.2021 - 06.2023
- Responded to disruptive events due to service outages while using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Built strong relationships with field operations team to support business development opportunities and improve service and insulate customer from internal challenges.
- Created customer support strategy to increase customer retention by facilitating status meetings and customer communication.
- Developed activity logs and generated reports to reflect services and products for base of 70 customers.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to customers services.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
SR. Specialist, Wireline Billing Support
T-Mobile
02.2020 - 06.2021
- Interacts with assigned business customers (i.e., 5 - 10) and internal departments to resolve complex billing disputes, contract inquiries using multiple systems.
- Performs variety of complex customer service functions, project and matrix management, both proactive and reactive, for assigned business customers.
- Provides direction to peers on methods and procedures to ensure process and procedures are followed accurately.
- Reviews new/existing contract language to ensure terms and conditions can be properly supported, applied, and implemented for assigned customer base.
- Interacts with customer and internal organizations to manage contractual obligation customers in efficient and timely manner.
- Maintains regular (i.e., Weekly or Monthly) internal and external customer contact for resolution of complex billing problems, support of manual contract requirements, account changes, and reporting.
- Facilitates resolution of problems which cannot be handled with Billing Support with appropriate organization to ensure resolution of issue.
- Manage situations which require modification of response, extensive research, and advanced problem solving.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Attended training programs to deepen professional skillset and assisted in training fellow specialist on existing and new training programs
- Supported department leadership in implementing new policies, procedures and controls
- Modeled effective and constructive communication behaviors between departments and management to improve cross-functional collaboration
Billing Support Specialist II
T-Mobile
12.2002 - 02.2020
- Research, analyze. and verify billing data using multiple source systems and documents for business customer's while meeting and exceeding monthly metrics set within Care while supporting customers billing in excess of million per month.
- Functioned as key point of contact for billing data integrity matters for clients, vendors and various internal departments. Identify billing errors and work with internal groups for solution. implementation by actively developing relationships with partners.
- Identify and resolve issues with contract, tax, and media inquiries through coordination with internal teams.
- Maintain regular contact with customer's by attending conference calls (i.e., Weekly or monthly) and identifying opportunities to deliver value added service to client relationships.
- SME (Subject Matter Expert) for Project Team to develop process and presented this information to Sales Support organization.
- Developed and maintained courteous and effective working relationships internally and externally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Billing Support Specialist
Sprint
06.2002 - 12.2002
- Functioned as key point of contact for all billing data integrity matters for clients, vendors and various internal departments.
- Identified, researched and resolved billing variances to maintain invoice while supporting account base with over 20 customers via verbal and written communication.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Maintained Regular contact with customer and identified opportunities to deliver value added service by attending calls or sites visits.
- Created and maintained customer profile information and associated contractual reporting.
- Created record logs to detail findings and report root cause of errors to customer and implement corrective action.
- Guided and volunteered to assist peers with process and procedures changes or improvements.
- Assisted customers with requests for invoice copies, ledger details and explanation of accounts receivable amounts owed.
- Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers via verbal and written communication.
Education
Associate of Arts - Business Management
Eastfield College
Mesquite, TX12.2023
Computerized Office Administration - Computerized Office Administration
Video Technical Institute
Dallas, TX04.1987
Skills
- Communication
- Analytical
- Adaptability
- Curiosity
- Self Motivated
- Creativity
- Tenacity
- Organization
- Problem Solving
- Reporting and Documentation
- Project Management
- Rapport Building
- Collaborator
- Partnership Development
- Customer Contact
- Account Maintenance
Accomplishments
Winners Circle Recipient for TFB 2020
Circle of Achievement Nominee 2019
Monthly Crown Club Perks April 2019
SME BVR (Billing Validation Report) Process
Youth Coordinator - St. Luke Community United Methodist Church
Project Team Billing Resolution
CSM Knowledge Team
Timeline
Customer Support Manager II
T-Mobile
06.2021 - 06.2023
SR. Specialist, Wireline Billing Support
T-Mobile
02.2020 - 06.2021
Billing Support Specialist II
T-Mobile
12.2002 - 02.2020
Billing Support Specialist
Sprint
06.2002 - 12.2002
Associate of Arts - Business Management
Eastfield College
Computerized Office Administration - Computerized Office Administration
Video Technical Institute