Destini Berry

Advanced technical knowledge and deep understanding of how various ADT devices/systems interact with each other and produce alarm issues. Help to provide
sound/consistent resolutions. Recommended replacement parts and upgrade options based on customers' specific budgets and needs. Handled incoming issues and problems tickets from end-users to resolve device hardware and software issues. Complied with safety regulations relating to customer privacy and security. Deep understanding and utilization of various applications and tools such as NVR/DVR systems, Alarm.com, Alarmnet.com, 3PS, IT3, Pulse Admin, Informix, MasterMind, NICAD, Signal on Demand, and Geo Link systems is required to address alarm issues found onsite. Followed diagnostic and remediation policies, applying prescribed support methods to assigned tickets. Designed and conducted diagnostic protocols to detect and verify faults via remote testing methods. Follow-up and update customer status and information. Provide alarm history, update information as appropriate. Troubleshoot customer technical alarm issues effectively and completely over the phone and assist customer with questions and issues. Research payment history and billing to determine the source of a problem and provide immediate answer to the problem or inquiry. Update database files and customer account information to insure accurate account information is being processed and represented. Schedule a technician when necessary if over the phone troubleshooting cannot be resolved. Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention. Duties also include responding to third party callbacks, assisting customer with inquiries on alarm handling, updating of account information and clarification of alarmhandling instructions. Make the necessary and appropriate decision to dispatch an authorized service provider when on-site service is required. Effectively utilize customer service skills, technical abilities and ADT resources to satisfy our customer’s equipment needs. Provides quality service to increase customer satisfaction. Maintain individual performance relative to inbound phone answer rates, customer satisfaction and ADT quality standards. Monitored and dispatch on alarms as instructed based on business needs. Complete special projects as required by management such as PSG JOG, Arizona case projects, VSC White Glove, & Paling with new hire sidecars. Maintained authoritative knowledge through continued education and ongoing training.

Maintained a high volume of calls and met demands of busy and productive group. Worked in a call center environment handling manual and automatically dialed outbound calls. Achieved performance goals on a consistent basis. Negotiated payment plans with customers to prevent accounts from entering collections. Identified and contacted customers with overdue accounts to address payment status. Developed strong relationships with customers to foster timely payments and account resolution. Collected on delinquent accounts to reduce overdue balances. Delivered exceptional customer service on collection calls and maintained calm and professional demeanor. Collaborated with other departments to verify customer compliance with payment plans. Used scripted conversation prompts to convey current account information and obtain payments. Documented customer payment interactions and account statuses for future reference. Verified compliance with relevant laws, regulations and best practices related to customer account management. Regularly monitored accounts to identify overdue balances and potential areas of risk. Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions. Maintained a consistently high success rate of collecting on overdue accounts. Established relationships with customers to encourage payment of delinquent accounts. Processed debtor payments and updated accounts to reflect new balance. Researched billing errors and discrepancies to initiate corrective action. Worked with customers to create a debt repayment plan based on current financial conditions. Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers. Analyzed customer financial records to determine appropriate payment plan. Investigated customer credit references and approved credit lines. Developed and documented collection procedures and policies to comply with government regulations. Maintained accurate records of customer accounts, payments and payment plans.

Handled customer inquiries and suggestions courteously and professionally. Negotiate budget payments plans/settlements within department guidelines. Accurately enter transactions in a computerized system to maintain and track debtor records. Collected money from customers who were in debit or current/behind on their monthly payments. Responded to customer inquiries and requests, also resolved issues efficiently and professionally. Exercised strong interpersonal communication skills and department personnel. Accepted assignments, with an open, cooperative, positive and team-oriented attitude. Increase the customer experience by providing information on new products, rate plans, and services through up-selling opportunities. Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor. Answered constant flow of customer calls with minimal wait times. Answered customer telephone calls promptly to avoid on-hold wait times. Updated account information to maintain customer records. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Offered advice and assistance to customers, paying attention to special needs or wants. Clarified customer issues and determined the root cause of problems to resolve product or service complaints. Processed customer service orders promptly to increase customer satisfaction. Participated in team meetings and training sessions to stay informed about product updates and changes.

Educated customers about product features and benefits to aid in selecting best options for each individuals' needs. Provided first-rate service to all customers and potential customers. Built rapport with customers and assessed needs to make product recommendations and upsell. Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns. Demonstrated product features, answered questions and persuasively overcame objections. Showcased product features to customers and discussed technical details to overcome objections and lock in sales. Drafted, finalized and submitted paperwork to complete sales. Interacted with approximately 50 customers daily to provide personalized product guidance, resolve issues and open new accounts. Created and implemented sales strategies to successfully meet company targets. Supported retail distributors, dealers and customers through in-person and telephone support. Partnered with marketing teams to provide insight about development of product pitches, boosting sales projections 75%. Retained excellent client satisfaction ratings through outstanding service delivery. Managed customer accounts to secure customer satisfaction and repeat business. Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations. Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals. Met with existing customers and prospects to discuss business needs and recommend optimal solutions. Trained and mentored new sales representatives.

Negotiated contracts with clients and developed relationships with key personnel. Used customer insights to develop innovative sales strategies to increase sales. Developed and implemented sales strategies to increase profits. Developed and delivered engaging sales presentations to convey product benefits. Developed and implemented marketing plans to increase brand awareness and drive sales. Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.

Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases. Contributed to team objectives in a fast-paced environment. Informed customers of promotions to increase sales productivity and volume. Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor. Performed effectively in a self-directed work environment, managing day-to-day operations and decisions. Set and achieved company defined sales goals. Maintained current knowledge of evolving changes in the marketplace.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions. Took payment information and other pertinent information such as addresses and phone numbers to place orders. Achieved high satisfaction rating through proactive one-call resolutions of customer issues. Resolved concerns with products or services to help with retention and drive sales. Complied with company policies and procedures by encouraging a positive and effective work environment among employees. Provided primary customer support to internal and external customers. Maintained and managed customer files and databases. Offered internal and external customers first-rate customer service to maximize satisfaction and business success. Applied basic sales strategy to engage customers and present solutions to suit individual needs. Reinforced established quality control standards and followed procedures for optimal customer interactions.
Developed customer service improvement initiatives to decrease customer wait times. Handled customer inquiries and suggestions courteously and professionally. Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor. Answered customer telephone calls promptly to avoid on-hold wait times. Updated account information to maintain customer records. Answered constant flow of customer calls with minimal wait times. Processed customer service orders promptly to increase customer satisfaction.

Completed clerical tasks such as filing, copying, and distributing mail. Interacted with customers by phone, email, or in-person to provide information. Maintained and updated office records, both digital and physical. Welcomed office visitors and alerted staff to arrivals of scheduled appointments. Managed daily data entry and kept clerical information accurate and up-to-date.

Collaborated with various departments to complete assigned tasks. Ordered office supplies and kept the office stocked with needed resources to operate smoothly. Prepared and edited documents to produce precise, accurate and professional communication. Delivered clerical support by handling a range of routine and special requirements. Created purchase orders and tracked invoices to avoid missed or delayed shipments.

Scheduled and coordinated travel arrangements for office staff members. Submitted employee payroll documentation weekly to avoid errors and kept employees paid accurately and on time. Organized events and meetings to maximize capacity and keep event venues running smoothly. Assisted with budgeting and financial management to keep the office operating within budget. Monitored security to help maintain equipment, data and information safety. Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff. Input data into spreadsheets and databases. Reviewed files, records and other documents to obtain information to respond to requests. Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff. Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depletion. Utilized office management software to record and track customer information. Processed incoming and outgoing mail and packages according to established procedures. Edited and proofread documents for accuracy and completeness. Coordinated and scheduled meetings and appointments.

Compiled and analyzed data to produce reports.