Summary
Overview
Work History
Education
Skills
Timeline
Generic

Beverly Fields

Rock Hill,SC

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.

Overview

27
27
years of professional experience

Work History

RSC SOUTH Rep 1

Charter Spectrum
05.2021 - 08.2024
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Streamlined internal processes for improved efficiency, reducing overall costs for organization.
  • Collected, arranged, and input information into database system.
  • Maintained database systems to track and analyze operational data.
  • Worked SMART Tasks on daily basis consisting of ALL Past Pending, Positive Billing Assurance, Drop Bury, Aged TC and ETD's.
  • Apply all business rules, to ensure integrity of the work order in an effort to increase completion.

Sales Support Coordinator III

Charter Spectrum
04.2018 - 09.2019
  • Updated internal databases with accurate customer contact information, ensuring effective communication channels were maintained throughout the sales process.
  • Developed strong relationships with clients through consistent communication and personalized service.
  • Enhanced customer satisfaction by addressing inquiries, resolving issues, and providing timely solutions.
  • Facilitated cross-functional collaboration among various departments to streamline workflows for greater operational efficiency within the organization.
  • Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Paid attention to detail while completing assignments.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Successful at multitasking daily, working 50-60 Nobel Biz leads ND 25-30 tasks.
  • Completed for the month aa the highest in Oracle Cloud completing over 300 Chats.

Sales Support Coordinator II

Charter Spectrum
05.2014 - 04.2018
  • Enhanced customer satisfaction by addressing inquiries, resolving issues, and providing timely solutions.
  • Soley managed oracle weekly from 9pm-12am at the Greenville SC site.
  • Manage inbound calls related to order cancellations, past pending tasks and order fall out for customers and any additional follow-up needed before installation of services.
  • Soley managed oracle weekly from 9pm-12am at the Greenville SC .site.
  • Displayed leadership among peers by assisting as a floor walker, answering questions regarding departmental tasks, procedures, for Sales Support Voice, Past Pending , and CHAT.
  • Efficient in CSG, ICOMS, SMART, SMART Lite and Oracle Cloud.

Workforce Coordinator II

Charter Spectrum
11.2009 - 05.2014
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
  • Assist in administration of schedule adherence, exception time management and real time call routing, though the utilization of workforce management software (Aspect e-Workforce Management Software).
  • Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
  • Collaborated with legal and compliance teams to review paperwork, obtain feedback, and procure available information for new training processes.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Optimized schedules, forecasts and other tools to present to management.
  • Created training materials for new employees to provide information about attendance guidelines.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Maintained accurate records of headcount changes over time, providing valuable trend data for future planning purposes.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Worked with 400+ employees per 8 hour shift

Inbound Sales Representative

Charter Communications Inc
06.2007 - 11.2009
  • Developed and maintained working knowledge of products and services to deliver timely, accurate information.
  • Implemented upselling techniques effectively, driving additional revenue streams for the company.
  • Managed high call volume efficiently, maintaining a professional demeanor under pressure.
  • Assisted customers with troubleshooting issues related to purchases, demonstrating exceptional problem-solving skills and empathy towards concerns.
  • Performed work in compliance with established regulations, policies and standard operating procedures.
  • Increased product knowledge through continuous training, resulting in improved sales performance.
  • Boosted customer satisfaction by addressing and resolving inbound sales inquiries promptly and professionally.
  • Opened new accounts and documented personal, demographic, and payment information in system.
  • Utilized automated systems to log and retrieve information.
  • 100+ inbound calls per 8 hour shift, with a goal of 20 sales per shift.

Back Office Specialist-CSR III

MCI TELECOMMUNICATIONS, INC
06.1997 - 06.2006
  • Back Office Specialist, specifically handling estimated 40 to 50 escalated issues per day dealing with provisioning issues
  • Assisted all floor supervisors and managers with daily operation of a call center
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided information about company products and services, and capitalized on upsell opportunities.
  • Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.

Education

High School Diploma - General High School Curriculum

Jenkins County High School
Millen, GA
05-1981

Skills

  • Customer Support
  • Goal-oriented mindset
  • Customer Relations
  • Data entry proficiency
  • Administrative
  • Call Center
  • Forecasting
  • Real Time Reporting
  • Routing and Scheduling
  • Time Management
  • Process Improvement
  • Time Management

Timeline

RSC SOUTH Rep 1

Charter Spectrum
05.2021 - 08.2024

Sales Support Coordinator III

Charter Spectrum
04.2018 - 09.2019

Sales Support Coordinator II

Charter Spectrum
05.2014 - 04.2018

Workforce Coordinator II

Charter Spectrum
11.2009 - 05.2014

Inbound Sales Representative

Charter Communications Inc
06.2007 - 11.2009

Back Office Specialist-CSR III

MCI TELECOMMUNICATIONS, INC
06.1997 - 06.2006

High School Diploma - General High School Curriculum

Jenkins County High School

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