Donna Cromer
Summary
Highly organized and customer-centric administrative assistant with work experience. Seeking to leverage remarkable communication, problem-solving, and time management skills to deliver exceptional customer service, streamline administrative procedures, and ensure smooth organizational operations. Adept at multitasking and prioritizing tasks to meet deadlines while maintaining a high level of accuracy and attention to detail. Proven ability to adapt quickly to new environments and technologies, contributing to increased efficiency and productivity.
Overview
19
19
years of professional experience
Work History
Premier Service Consultant (WFH)
AT&T Mobility
10.2022 - 07.2024
- Assist customers with questions and concerns on all products and services offered by the Company through research and resolution using various tools and systems
- Handles telephone contacts while working remotely from home
- Resolve inquiries received via telephone, e-mail, e-care, correspondence, and on-line chat
- Customer interaction may result from direct calls from customers
- Sell products and services offered by the Company that include upgrades, addling wireless lines and internet services
- Customer interaction may result from a variety of contact methods, including but not limited to direct calls from customers, transferred callers or the resolution of trouble tickets
- Responsibilities within the Premier Service Consultant (WFH) role may also include those that require additional training in other areas within the broad duties of general customer care once competency has been demonstrated
- By way of example, these may include but are not limited to sales, saves, retention, high value customers, billing and adjustment teams, advanced technical support, and/or collections work
- Exhibits in-depth knowledge of all products, services, rate plans, feature bundles, and offers to provide best solution options and totally resolve customer issues
- Develops a proven track record of resolving issues and retaining customers
- Handles inquiries from customers related to billing, rate plans, features and services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments
- Utilizes various systems and tools to initiate and complete orders and service customers
- Continually maintains working knowledge of all company products, services and promotions and makes recommendations according to customer's needs.
Premier Service Consultant Team Lead (MI60)
AT&T Mobility
01.2021 - 01.2022
- Take escalations / manager callbacks
- 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
- 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
- Chat support.
Credit Analyst
AT&T Mobility
01.2016 - 01.2021
- Backfilled as 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.
Customer Service Rep I
AT&T Mobility
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
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
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
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
Denison, TX01.1990
Skills
- Proficient in Microsoft 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, Customer Connect, Smartchat,ASI Project Management and E-Rate projects
- Excellent verbal and written communication skills, excellent Customer 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
- Ability to make independent decisions
- Excellent public relations
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 (WFH)
AT&T Mobility
10.2022 - 07.2024
Premier Service Consultant Team Lead (MI60)
AT&T Mobility
01.2021 - 01.2022
Credit Analyst
AT&T Mobility
01.2016 - 01.2021
Customer Service Rep I
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
Business -
Grayson County College