Donna Cromer
Rowlett,TX
Summary
To obtain a managerial position where I can support the growth and development of a progressive organization which acknowledges the values of its workforce as a key ingredient to long term success.
Overview
15
15
years of professional experience
Work History
manager
- Managed a group of 15 reps
- Assisted team of reps with achieving monthly stats
- Analyzed key metrics to ensure optimal staff performance
- Coached reps on key areas to achieve satisfactory performance month over month
- Perform calibration calls to ensure managers and QA teams can effectively evaluate agent performance and improve customer service
- Manage support queue (ADP)
- Train return to work agents
- Train agents on refresher courses as well as monthly credit advisories
- Assist reps via support queue with daily job functions
- Responsible for analyzing portfolio risk of the corporate account receivable asset for Business and, or Consumer accounts
- Performs comprehensive studies to determine the magnitude of risk and recommend solutions to minimize credit risk while improving profitability
- Studies include analytically devised risk models
- Credit analysis includes studies of product specific risk performance for the development or enhancement of credit policy and sales policy guidelines
- May also include working with sales to implement credit policy changes
- Performs collection strategy analysis and maintenance to improve efficiency and effectiveness in treating delinquent accounts
- Perform model validation on internal credit data
- Uses skills as an experienced professional to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors
- Demonstrates good judgment in selecting methods and techniques for obtaining solutions
- Assist other departments with fraud activity
- Update fraud databases based on fraud investigation findings
- Investigate fraud alerts and make decisions based on findings
- Perform credit investigations
- AR/AF/ Omni trained
Premier Service Consultant Team Lead
AT&T Mobility
Richardson, TX
01.2019 - Current
- Take escalations / manager callbacks
- Investigate and collaborate with other departments to resolve customer’s issues
- Responsible for making the customer’s experience as seamless as possible and re-establishing the customer’s loyalty
- Provide credits to customer’s accounts as needed
- Use multiple company systems to investigate
- Assist reps with achieving monthly stats
- Analyzed key metrics to ensure optimal staff performance
- Coach reps on key areas to achieve satisfactory performance month over month
- Manage support queue (MI60)
- Train return to work agents
- Train agents on refresher courses as well as monthly credit advisories
- Assist reps via support queue with daily job functions
- Assist customers with placing orders and order status
- Assist customers on returns and exchanges
- Assist with billing inquiries
- Assist customers with best offers
- Assist with improvement of M&P processes
Credit Analyst
AT&T Mobility
Richardson, TX
01.2016 - 01.2019
Customer Service Rep
AT&T Mobility
Farmers, TX
01.2014 - 01.2016
- Answer customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas
- Required to work in multiple queues/skill sets over various customer contact channels
- Responsible for improving customer retention through programs and service provided to the customer
- Utilizes mechanized systems to initiate and complete service orders and handle customer requests
- Continually maintain working knowledge of all company products, services and promotions
- Make recommendations according to customer's needs on features, accessories, upgrades and rate plans
- Utilize operational systems to process purchases of AT&T products and services; i.e
- Collections, payments for Wireless bills
Inside Sales Representative
TurboChef
Carrollton, TX
01.2011 - 01.2014
- Process Purchase Orders
- Price Equipment Competitively to win business
- Up-sale products
- Work closely with outside reps and Regional sales directors to ensure customer needs are met
- Research & Resolve Purchase Order Disputes
- Work with customers to resolve accounts receivables issues
- Receive Incoming Calls from customers inquiring about order status
- Receive Incoming Calls from customers inquiring about part #’s
- Provide Invoice Copies to customers
Mortgage Servicing Specialist
Bank of America
Richardson, TX
01.2010 - 01.2011
- Request title reports from abstractors
- Request lien reports from County
- Open & Close O&E reports
- Follow up with abstractors on O&E reports
- Adhere to production and quality and control guidelines
Inside Sales Representative
AT&T DataComm
Richardson, TX
01.2006 - 01.2009
- Worked with Government, Education and Medical Texas accounts (JPS, THR, GPISD, Dallas County, Plano ISD, etc.)
- Worked with teams of Account Managers, Sales Managers, RVP's, Application Specialist, Technical Sales Executives, AT&T corporate affiliate program, and E-Rate Projects
- Provided customer ready quotes and RFP's to team members and customers direct
- Met with customers face to face regarding large projects
- Provided CPE/ Service/ Maintenance quotes to customers requiring CPE/Data network products including Cisco, Nortel, 3Com as well as Distribution Channels, Telcobuy, Westcon, Tech Data and Ingram Micro
- Processed Cisco Maintenance Renewals
- Priced equipment and services competitively to win business, while keeping company margin guidelines in mind
- Received signed contracts from customers, in order to create new accounts in DPSS that included MSA/ESA, signed SCOW's, and tax exemption forms
- Processed PO's direct from customers
- Entered ECRM opportunities, credit checks, and set up new ECRM accounts
Education
Business
Grayson County College
Skills
Proficient inMicrosoft Office, Microsoft Outlook, Word, Excel, and PowerPoint Proficient in DPSS Mainframe, AS400, Lotus Notes, Access, Great Plains, IAP, GFMS, Clarify, RIO, MyCSP, Telegence, Opus, CallVU, Etracs, BUS, System Integrator, START, AR Process Tool, Lexus Nexus/Risk Research, Right Now Tool, U-verse/CRM, ASI Project Management and E-Rate projects Excellent verbal and written communication skills, excellentCustomer Relations skills, strong time management skills, multi-tasking and excellent interpersonal skills and decision maker Work independently with little supervision Top notch organizational skills, self-motivated, detail oriented and team player Type 65wpm
Additional Information
- Accomplishments: , Member of Circle of Excellence Award for SBC Top 5% Performer in C&A Multi Winner of C&A Winner’s Circle Award Multi Winner of C&A Monthly Go for Gold Award Selected as Top Performer of 2020
Timeline
Premier Service Consultant Team Lead
AT&T Mobility
01.2019 - Current
Credit Analyst
AT&T Mobility
01.2016 - 01.2019
Customer Service Rep
AT&T Mobility
01.2014 - 01.2016
Inside Sales Representative
TurboChef
01.2011 - 01.2014
Mortgage Servicing Specialist
Bank of America
01.2010 - 01.2011
Inside Sales Representative
AT&T DataComm
01.2006 - 01.2009
manager
Business
Grayson County College