Beth Eads Farrey
Ada,MN
Summary
A highly experienced Customer Service Professional with 34 years of expertise in a global Fortune 10 Company. Proven track record of delivering exceptional customer service, managing projects, formulating and implementing contracts, resolving disputes, and effectively leading teams. Consistently surpassing goals and executing organizational strategies to ensure an outstanding customer experience.
Overview
29
29
years of professional experience
Work History
SR Specialist Technical Business Management
AT&T Corp.
09.2021 - Current
- Process team project lead for new initiatives and products
- Conducted Root Cause Analysis, managed resources including Front Door, oversaw workflow and work entry, and estimated project scopes
- Responsibilities include Compliance/Assurance, encompassing audit and compliance reviews, calibration, vendor management, vendor relations, as well as disaster recovery and business continuity planning
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals
- Identified areas in need of critical improvement and designed and implemented strategies to achieve targets through consulting and collaboration
- Offer ongoing support for Critical Issues in Billing, Sales, and sales support teams, as well as the Office of the President, showcasing a keen sensitivity to each customer's needs and an exceptional ability to de-escalate situations involving challenging customers
- Provided ongoing mentorship and support for colleagues who transitioned into management roles in Q4 2021 and Q3 2023.
Manager- Billing Operations
AT&T Corp.
11.2015 - 09.2021
- Immediate Supervisor of to a team of 15-23 occupational associates responsible for delivering billing dispute and inquiry support for retail accounts
- Through monthly associate reviews, balanced performance feedback was delivered, success plans developed and future goals communicated to ensure each associate meets or exceeds business unit goals
- Promoted out-of-the-box thinking to solve problems immediately
- Achieved departmental goals by developing and executing strategic plans and performance metrics
- Offered continuous and direct leadership support for partner teams, during the center consolidation in 2019 ensuring a smooth transition and promoting a "best practices" success model for the work center resulting in reduced escalations and faster dispute resolution times
- Provided support to the Office of the President team to assist with customer satisfaction and complaint resolution with 100% of cases in 2019 and 98% of cases in 2020 resolved per target SLA
- Implemented worklists management plan which reduced aging claims over 80% in 2018
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization
Manager – Billing Operations
AT&T Corp.
01.2015 - 01.2019
- Immediate Supervisor to a team of 12-23 occupational associates responsible for resolution of billing disputes and inquiries for retail accounts
- Evaluate and maintain daily workflow and coordinate activities to meet cycle time requirements
- Supplied feedback, coaching and development, deliver monthly results and established success plans to ensure current appraisal standards are being met
- Implemented a work list management plan which reduced aging claims over 80% in 2018
- Provided continuous and direct leadership support for partner teams, during the center consolidation in 2019 ensuring smooth transition and promoting a 'best practices' success model for the work center resulting in reduced escalations and faster dispute resolution times
Global Customer Service Specialist
AT&T Large Business Customer Service Center
01.1996 - 11.2015
- Facilitated billing, ordering, and troubleshooting support for voice and data telecommunications products and services for Fortune 500 Global Business customers
- Maintained excellent order and accuracy while meeting critical customer due dates through effective time management
- Managed large projects from start to completion
- Identified and resolved complex contract and billing issues to ensure customer satisfaction
- Served as a liaison between customers and account team members
- Created a video training series to assist agents with entering and resolving multiple account disputes to provide a one touch resolution for all identified issues
- Recognized as an excellent peer coach and subject matter expert
Education
High School Diploma -
Guilford High School
Rockford, ILSkills
- Innovation management
- Analytical thinking
- Documentation management
- Root-cause analysis
- Proficient in Microsoft Office (Word/Excel/PPT)
- Complex Dispute Project Management
- Process Innovation & Automation
- Technical communication
- Continuous improvement
- Vendor and Customer relations
- Problem-solving
- Time management
Accomplishments
- Regularly served as a peer coach and mentor assisting in the education and development of new and seasoned employees.
Awards: Recipient of the AT&T Connection Award (2021, 2022, 2023, 2024)
I have been honored with the AT&T Connection Award 4 years consecutively for my contributions to enhancing efficiency, reducing costs, streamlining processes, and providing ongoing mentorship and support to peers and teams.
Timeline
SR Specialist Technical Business Management
AT&T Corp.
09.2021 - Current
Manager- Billing Operations
AT&T Corp.
11.2015 - 09.2021
Manager – Billing Operations
AT&T Corp.
01.2015 - 01.2019
Global Customer Service Specialist
AT&T Large Business Customer Service Center
01.1996 - 11.2015
High School Diploma -
Guilford High School
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