Summary
Overview
Work History
Education
Skills
Timeline
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Essence Douglas

Charlotte,NC

Summary

Forward-thinking Operations Specialist bringing 9years of expertise in Customer Service for Communications sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in MS Office.Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

9
9
years of professional experience

Work History

Sr Account Marketing Rep

Genesis Business Consultants
12.2023 - Current
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Developed customized account plans for clients to help them achieve their business goals.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Reduced time-to-fill rates for open positions by proactively sourcing and engaging with qualified candidates.
  • Collaborated with department managers to better understand job requirements and tailor recruitment efforts accordingly.
  • Managed a diverse pool of applicants, ensuring fair consideration and equal opportunity for all candidates.
  • Assisted in developing employee retention programs aimed at reducing turnover rates within the company over time.
  • Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
  • Spearheaded the development of new training materials, resulting in higher trainee satisfaction scores.
  • Facilitated cross-departmental collaboration to ensure consistent training standards throughout the organization.
  • Streamlined account management processes, improving overall efficiency and productivity.

Billing Specialist

Spectrum
09.2022 - 11.2023
  • Handling customer complaints
  • Enhanced customer satisfaction with timely and accurate invoice generation.
  • Collaborated with the collections team to recover overdue payments from clients.
  • Strengthened client relationships through effective communication regarding billing issues and concerns.
  • Providing peer to peer support
  • Handling 50+ customer accounts daily.
  • Improved billing accuracy by implementing a streamlined invoicing process.

Customer Service Specialist

Verizon
08.2018 - 07.2022
  • Providing top tier customer service
  • Proficiently utilizing multiple systems simultaneously
  • Bill analysis
  • Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
  • Collaborated with team members to create effective strategies for improving overall customer experience.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Providing floor support
  • Handling escalated high value customers
  • Maintained up-to-date knowledge of products and services to provide accurate information to customers.
  • Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
  • Providing Tier one tech support.

Teller

PLS Check Cashing
10.2021 - 12.2021
  • Improved customer satisfaction by providing efficient and accurate transaction processing.
  • Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
  • Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
  • Assisted customers with account inquiries, resolving issues promptly and professionally.
  • Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
  • Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.

Retention Specialist

Sprint
03.2015 - 05.2018
  • Team leading and floor Support
  • Increased customer retention rates by developing and implementing effective loyalty strategies.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Reached department metrics and goals while promoting sales and upgrades
  • Provided phone tech support with detailed equipment
  • Assisted with promotional needs and phone support and upgrades
  • Taking 40+ calls daily.

Education

Bachelor of Arts - Business Administration And Management

University of North Carolina At Charlotte
Charlotte, NC
12.2016

High School Diploma -

Heide Trask High School
Rocky Point, NC
06.2013

Skills

  • Sales (3 years)
  • Customer Relations
  • Client Relationship Building
  • Account Servicing
  • Performance Tracking
  • Retention Strategies
  • Guest Services
  • Upselling
  • Technical Support
  • Typing
  • Help Desk (4 years)
  • Computer Operation
  • Account Management
  • Computer Networking
  • Troubleshooting
  • Customer Support

Timeline

Sr Account Marketing Rep

Genesis Business Consultants
12.2023 - Current

Billing Specialist

Spectrum
09.2022 - 11.2023

Teller

PLS Check Cashing
10.2021 - 12.2021

Customer Service Specialist

Verizon
08.2018 - 07.2022

Retention Specialist

Sprint
03.2015 - 05.2018

Bachelor of Arts - Business Administration And Management

University of North Carolina At Charlotte

High School Diploma -

Heide Trask High School

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Essence Douglas