Charline Smallwood
Windsor,NC
Summary
Driven Account Specialist with a proven track record at CenturyLink, enhancing customer satisfaction and retention through expert account administration and exceptional problem-solving abilities. Skilled in Microsoft Office and customer relationship development, consistently achieving high client satisfaction levels. Demonstrates strong decision-making and active listening, ensuring balanced and accurate accounts.
Overview
9
9
years of professional experience
Work History
Account Specialist
Brightspeed
08.2015 - 07.2024
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Completed routine and complex account updates to resolve problems.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Set up new customer accounts and updated existing profiles with latest information.
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
Retention Specialist
CenturyLink
08.2015 - 07.2024
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Assisted product development to build exciting customer offerings, increasing repeat business.
Education
High School Diploma -
Bertie High School
Windsor,NC06.1994
Skills
Account Administration
Customer relationship development
Document Management
Microsoft Office proficiency
Customer Engagement
Account updating
Billing resolutions
Client Engagement
Documentation skill
Recordkeeping abilities
Report Writing
Schedule Coordination
Advertising and marketing
Research proficiency
Due diligence
Issue investigations
Processing payments
Excellent Communication
Account Servicing
Decision-Making
Cash Handling
Team building
Point of sale operation
Teamwork and Collaboration
Problem-solving abilities
Multitasking
Reliability
Active Listening
Self Motivation
Goal Setting
Order Processing
Accomplishments
- Achieved Top Seller in Sales, Saves and listening to my clients and making them comfortable with any decisions that is made by completing all goals and task presented with accuracy and efficiency.
Timeline
Account Specialist
Brightspeed
08.2015 - 07.2024
Retention Specialist
CenturyLink
08.2015 - 07.2024
High School Diploma -
Bertie High School
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