Debra G Carnahan Saunders

• Assists customers questions and concerns on all products and services offered by AT&T through research and resolution using various tools and systems.
• Handles telephone customer contacts.
• Coordinates with all sales channels for retention efforts on existing customer base.
• Sell products and services offered by AT&T.
• Collect past due balances.
• Processes credit applications and activates service.
• Maintains appropriate records, prepares required reports, and updates customer accounts.
• Support and backup the sales and store operations, i.e., take customer payments and programming of handsets.

• Connect with medical provider offices to build relationships and facilitate the retrieval of medical charts to transfer charts to insurance companies for the dual purposes of risk adjustment and quality assurance
  
• Resolved conflicts and negotiated mutually beneficial agreements between parties
• Managed over 50 customer calls per day

• Performed inbound telephone support for Sprint customers by basic and advanced troubleshooting, investigating and resolving customer questions and problems with Sprint products and services with objective of one call resolution
• Provided empathetic, courteous, quality customer service in accurate and timely manner in accordance with Sprint protocols as well as maintaining positive, problem-solving approach in spirit of cooperation in team environment

• Assisted Comcast Field Technicians with provisioning modems for voice service and activated voice using proprietary software
• Helped technicians with complex provisioning and troubleshooting issues with modems for high-speed internet and WiFi service
• Improved customer interface experience by simplifying login process

• Assisted Comcast Field Technicians with installations and changes of service according to customers' needs by changing and correcting rate codes for video, voice and high-speed internet service and equipment
• Provisioned cable boxes and modems to activate equipment
• Adjusted technicians' work assignments to increase efficient workflow and scheduled customer trouble calls and surface wire bores using proprietary software
  

• Assisted Delta Dental members with customer service issues such as enrollment, explanations of claim status and coverage, payment processing, and forwarding customer identification documents
• Utilized critical thinking skills to serve as liaison between customer and claims department for reprocessing of disputed claims
  

• Received 17 Customer Kudos Awards for exceptional customer service and Perfect Attendance Award
• Assisted Verizon Wireless customers with explanations of bills and recommendations for service plans
• Activated phones and recommended upgraded devices
• Performed tier one technical support through creative troubleshooting
• Assisted customers with assuming liability of another wireless account by merging multiple accounts.
  

• Received Recognition Award in appreciation for valuable contributions and efforts toward excellence in customer service
• Performed electronic filing of absence reports and auto, home, liability and disability insurance reports for insurance customers in claims reporting center using Unix-based software

• Earned highest quality score ranking of all Duke Energy Account Managers, with consistent scores of 100% on call evaluations.

• Designated Retention Award Achiever with subsequent incentive bonus for dedication, commitment to excellence, and service.

• Received 32 Customer Compliment and Wow Call Award bonuses in recognition and appreciation of outstanding customer service in building customer loyalty.

• Assisted customers with credit and customer service issues such as bill explanations and high bill analysis, outages and estimated restore times, credit arrangements and due date extensions, and restoration of service for delinquent customers.

• Defused contentious calls while maintaining dignity of customer.