Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

ELAINE J BUCKNER

Minneapolis,MN

Summary

Skilled Customer Service Representative with extensive experience at AT&T and BellSouth, adept in CRM tools and Microsoft Office 365. Strong blend of basic technical support, data entry, billing & escalation management, resulting in enhanced customer satisfaction and retention.

Overview

46
46
years of professional experience

Work History

Customer Service Representative

AT & T Mobility
Bloomington, MN
09.2011 - Current
  • Process 40 to 80 accounts with multiple updates on each account per day in Telegence, CRM, Clarify data systems includes researching accounts in CRM Tools, MAVRO, OPUS, Telegence, EDGE applications. This includes research to determine bill credits, debits & apply those credits to each account with up to 1500+ lines.
  • Providing timely & accurate support to customers, external & internal when handling inbound calls concerning questions & problems with billing, account updates, product & services, general questions
  • Place & assist customers with ordering products & services through research and problem solving using various systems & tools
  • Assist customers with basic IT Support with problems using self service and online options offered by the company
  • Assist and Coordinate with different company channels, Managers, Office Of The President to research and resolve high priority escalations and assist with retention efforts with existing customers

Customer Service Representative

AT&T/BELLSOUTH TELECOMMUNICATIONS
Tucker, Ga.
01.1997 - 01.2009
  • Company Overview: National provider of circuit installation from small to national Local Exchange Carriers, Broadcasting and Television stations covering entertainment, sports and local events
  • Processed requisitions for various circuit requests provided by this national provider of circuit installation
  • Served as Telephone expert for the 9 State Southeast Region on a daily basis handling up to 40 incoming calls while recording all data via on-line system
  • Initiated numerous outgoing calls to insure circuit installations met with company guidelines and customer commitments
  • Coordinated with Engineers, Circuit Designers, Inside/Outside Technicians, Management with all verification, questions, discrepancies, problems with requisitions
  • National provider of circuit installation from small to national Local Exchange Carriers, Broadcasting and Television stations covering entertainment, sports and local events

Customer Service Representative

BellSouth Advertising and Publishing Corp.
Tucker, Ga.
01.1995 - 01.1997
  • Handled major requisitions for 18 assigned accounts via on-line system for advertising for major sales accounts for national firms
  • Assisted sales representative from initial order request to published product by ensuring that ads meet customer request and company commitment
  • Determined and negotiated billing adjustments for errors in advertising with sub-contractors

Customer Service Representative

BellSouth Advertising and Publishing Corp.
Tucker, Ga.
01.1993 - 01.1995
  • Served as Telephone expert to customers advertising in the BellSouth White and Yellow Page directories
  • Assisted and advised customers with requirements for orders, changes or cancellation of advertising
  • Recorded all data, notations, conversations and forms on customer via on-line system

Directory Clerk

BellSouth Advertising and Publishing Corp.
Tucker, Ga.
01.1979 - 01.1993
  • Clerical positions dedicated to Sale's Department to handle all editing and proofreading of all advertising for flagged accounts
  • Handled all incoming calls to collections, directing calls to Collection Reps
  • Formatted layout of listings and ads for the white and yellow page directories

Education

AT&T Communication/AT&T Mobility
07-2024

Mac Basic Principles

Chantilly High School Adult Education
09-2004

Basic Electricity

Communication Workers Of America
03-2004

Frame Relay Circuits

Communication Workers Of America
04-1999

Basic Electronics

Dekalb Technical School
03-1999

Basic Adobe Acrobat Application

Dekalb Technical School Adult Education
09-1997

Public Speaking

Dekalb Technical School Adult Education
01-1997

Military -

U.S. Air Force
12.1983

High School -

West Fulton High School
Atlanta, Ga
01.1978

Skills

  • ARMS
  • Assistant Edge Application
  • Basic Technical Support
  • Basic Word Processing
  • BEST
  • Billing Adjustments
  • BOCABS Billing Data Base Utilization
  • BOCRIS Data Base Utilization
  • CRM Tools
  • Call Center Operations
  • Clarify Application Utilization
  • Clerical Support
  • Collection Systems
  • Credit Adjustments
  • Dispute Resolution
  • Escalation Management
  • Internet Search Capabilities
  • MacIntosh OS X 1041
  • MAVRO Application
  • Microsoft Office 365(Word, Outlook, Excel)
  • OPUS Application Payment Processing
  • Record Keeping
  • Remote Desktop Support
  • START Application
  • SOCS Data Base Utilization
  • TIRKS Data Base Utilization
  • Telegence 20
  • Quality Assurance
  • WFA Data Base Utilization
  • Windows 98, NT, XP up to Windows 11 Enterprise version 21H2

Accomplishments

  • Multiple Quality, Accuracy & Attendance awards since 2015 to the present.
  • Earned 3 Higher Achievement Awards from BellSouth Advertising & Publishing Corp from 1989 to 1993 for exceeding departmental standards resulting in attending 2 Corporate Sales Banquet which included weekend trips.
  • Earned 11 Simply The Best Certificates from 1998 thru 2009 from Management at AT&T/BellSouth Telecommunications for exceeding departmental goals, excellent customer service and team work.
  • Received several letters from customers showing appreciation for courtesy, expediency in resolving their problems and kindness.

Timeline

Customer Service Representative

AT & T Mobility
09.2011 - Current

Customer Service Representative

AT&T/BELLSOUTH TELECOMMUNICATIONS
01.1997 - 01.2009

Customer Service Representative

BellSouth Advertising and Publishing Corp.
01.1995 - 01.1997

Customer Service Representative

BellSouth Advertising and Publishing Corp.
01.1993 - 01.1995

Directory Clerk

BellSouth Advertising and Publishing Corp.
01.1979 - 01.1993

AT&T Communication/AT&T Mobility

Mac Basic Principles

Chantilly High School Adult Education

Basic Electricity

Communication Workers Of America

Frame Relay Circuits

Communication Workers Of America

Basic Electronics

Dekalb Technical School

Basic Adobe Acrobat Application

Dekalb Technical School Adult Education

Public Speaking

Dekalb Technical School Adult Education

Military -

U.S. Air Force

High School -

West Fulton High School

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ELAINE J BUCKNER