Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Cordaral A. Dunlap

Charlotte,NC

Summary

Service-focused Specialty Account Specialist bringing unparalleled skills in customer relations, task prioritization and time management. Brings excellent organizational skills and over 6 years of customer service, billing systems and order entry experience. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.

Overview

11
11
years of professional experience

Work History

Customer Service Billing Rep 1

Spectrum
Charlotte, NC
01.2022 - Current
  • Provide detailed customer service relating to service requests, update and adjust customer accounts and offering products and services
  • Accurately data entry for billing including pro-rates, non-pays, rate increases, adjustments, credits, discounts, collections, renewals and billing equations

Day of Job Rep 1

Spectrum
Charlotte, NC
05.2014 - 12.2021
  • Perform medium to complex level troubleshooting for all residential services
  • Investigate, resolve and escalate when required, on any technical issues that impair the customer's service or prevent installation
  • Provide medium to complex problem diagnosis, resolution and follow up for inbound voice, data and video reported tech issues
  • Support activation of additional services (per customer request) in telephone switch and/or network elements and ensure changes are captured by rescheduling the order or setting up a trouble call as needed.

Customer Service Representative 2

Spectrum
Charlotte, NC


  • Provide detailed customer service relating to service requests, update and adjust customer accounts and offering products and services
  • Accurately data entry for billing including pro-rates, non-pays, rate increases, adjustments, credits, discounts, collections, renewals and billing equations
  • Assist with tour guides for potential new hires and mentor new agents in nesting providing productivity standards, standard practices, and procedures
  • During tours, efficiently provide knowledge of departmental processes, procedures, guidelines and order entry tasks
  • Maintain customer accounts and work order entry for Legacy TWC and Spectrum conversion.

Customer Service Agent

Iqor/Sprint
Charlotte, NC
10.2011 - 05.2014
  • Service to customers in phone expertise, applications in phone setup, problem resolution to customer needs, expediting correction or adjustment and building customer rapport
  • Provide technical support through the intranet/internet system while updating customer records and account information
  • Maintain financial accounts to process payments, analyze customer information to in an effort to obtain soft collections.

Education

Bachelor of Arts - Recreation Administrations

North Carolina Central University
Durham, NC
2010

Skills

  • Calm and Professional Under Pressure
  • Efficient and Detail-Oriented
  • Data Entry and Maintenance
  • Customer Account Management
  • CRM Software
  • Multitasking and Prioritization
  • Proficiency in Microsoft Office and G Suite
  • Strong Analytical and Problem Solving Skills
  • Team-Oriented and Cooperative
  • Verbal and Written Communication
  • Order and Refund Processing

Accomplishments

  • Career Progression to Customer Service Professional II June 2016
  • Star Call Center Excellence Performer June 2016
  • First Call Resolution Star Performer February 2015

Timeline

Customer Service Billing Rep 1

Spectrum
01.2022 - Current

Day of Job Rep 1

Spectrum
05.2014 - 12.2021

Customer Service Agent

Iqor/Sprint
10.2011 - 05.2014

Customer Service Representative 2

Spectrum

Bachelor of Arts - Recreation Administrations

North Carolina Central University

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Cordaral A. Dunlap