Donna Williams
Flint,TX
Summary
Maintain a career as a client success coordinator. Great ability to communicate effectively and clearly. Easily adapts to change. Results-oriented person skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends bridging business success.
Overview
22
22
years of professional experience
Work History
New Build Analyst
Optimum
07.2020 - Current
- Customer quote and project management for new infrastructure cable builds
- Responsible for presenting construction quotes, receiving, and sending construction access agreements and invoicing
- Frequent customer follow up and feedback
- Enterprise Applications
Accounts Payable Specialist
Optimum
06.2020 - 07.2020
- Aiding with payment research for external and internal customers, posting payments for
- IDA and RB customers
- Payment suspense research
- Logging payment data for corporate accounting.
Collections Specialist
Optimum
12.2011 - 06.2020
- Collecting company AR debt for a wide range of accounts
- This includes our high end carrier accounts, multi dwelling unit accounts
Sales Support Rep
Optimum
05.2010 - 12.2011
- Processing business customer's phone contracts, loa(s), and other paperwork
- I also work along side our voice ops team to rectify any situations that may prevent a customer's phone order from processing
- I print change required reports for our team in an effort to resolve the situation and as a daily tracking tool so that no cases are left unattended
- I am also POC for team as needed and/or requested
- I also handle escalated issues if other staff members are out.
Billing Supervisor
Optimum
02.2009 - 05.2010
- Assisting seasoned/new billing agents as needed with their calls, handling escalated issues, coaching agents, monitoring calls, interviewing potential new hire billing agents
- I would also assist with special projects as needed with the company I assisted with the new HR hiring process
- This job consisted of a numerous amount of duties and a strong ability to multitask.
Customer Care Representative
Optimum
11.2008 - 02.2009
- Providing accurate assistance with customers' billing needs, aiding new/seasoned agents via communicator, and POC as needed by supervisor.
Quality Assurance Analyst
Optimum
05.2006 - 11.2008
- Call monitoring, occasional coaching, identifying trends within the call center based on calls monitored, call calibration, assisting on the floor when needed(providing team lead assistance), & filtering work order discrepancies to improve QC process.
Call Center Support Coordinator
Optimum
11.2005 - 05.2006
- Provide departmental support to other customer care personnel by assisting with research and information to solve customers issues, provide assistance toward customer care consistency by coaching, mentoring, and problem solving, provide feedback to customer care representative to achieve first call resolution, assisted with escalated customers, participated with employee command center by answering, logging, and notifying proper resources of employee absenteeism, and performed a variety of data entry related to the QC process.
Customer Care Representative
Cox Communications
08.2004 - 05.2006
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
AT&T
08.2004 - 11.2005
- Providing accurate assistance with customers' billingneeds, aiding new agents on the phone by walking the floor andshadowing, and performing tier 1 technical support., Services, assisted with inbound calling by setting up AT&T
- Services
TCIM Services
06.2004 - 08.2004
- Call Center facility, assisted with marketing of Citibankproducts and services.
West Telemarketing
09.2002 - 09.2003
- Call Center facility, assisted with marketing
Cox Communications
02.2002 - 08.2002
- Providing accurate assistance with customers'billing needs, aiding new agents on the phone.
Education
Some College (No Degree) - General Studies
Tyler Junior College
Tyler, TXA+ Certified - Computer Networking
Border Institute of Technology
El Paso, Tx2003
Skills
- Experienced typing and communication skills
- Proficient in problem Solving
- Rounded in other several such as excel, Microsoft, and salesforce
- Strong ability to multitask, and pick up very quickly on new roles
- Accreditations
- A Certified
- College Courses in Microsoft, Networking
Timeline
New Build Analyst
Optimum
07.2020 - Current
Accounts Payable Specialist
Optimum
06.2020 - 07.2020
Collections Specialist
Optimum
12.2011 - 06.2020
Sales Support Rep
Optimum
05.2010 - 12.2011
Billing Supervisor
Optimum
02.2009 - 05.2010
Customer Care Representative
Optimum
11.2008 - 02.2009
Quality Assurance Analyst
Optimum
05.2006 - 11.2008
Call Center Support Coordinator
Optimum
11.2005 - 05.2006
Customer Care Representative
Cox Communications
08.2004 - 05.2006
AT&T
08.2004 - 11.2005
TCIM Services
06.2004 - 08.2004
West Telemarketing
09.2002 - 09.2003
Cox Communications
02.2002 - 08.2002
Some College (No Degree) - General Studies
Tyler Junior College
A+ Certified - Computer Networking
Border Institute of Technology