Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst
FRANCES BURCH

FRANCES BURCH

Dexter City,OH

Summary

Hardworking Customer Service Billing Agent well-versed in data entry and trend tracking bringing superior Communication and Customer Service skills. Looking to leverage advanced abilities and more than 20 years' experience to take on dynamic new role with long-term potential and room for career advancement in a work from home customer service environment.

Overview

23
23
years of professional experience

Work History

Billing agent

Charter Communications
Zanesville, Ohio
03.2018 - 01.2020
  • Customer Service and Billing
  • Working with customers during difficult times through COVID 19 concerns
  • Remote work from home.
  • Pursued and processed payments for outstanding balances.
  • Updated accounts with latest personal details and payment information.
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Answered phone calls and provided friendly, knowledgeable service regarding Billing and account information.
  • Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
  • Applied more than 50 payments per week.
  • Responded to customer concerns and questions on daily basis.
  • Updated accounts with latest personal details and payment information

Owner Operator

The Elegant Bride
Dublin , Ohio
10.2016 - 03.2018
  • Operated high end bridal boutique with multiple employees
  • Raised Revenue by 120% in 2 years
  • Doing all buying as well as sales and management
  • Fully responsible for all Customer Service issues
  • Every issue came through myself when there were customer concerns
  • Performed statistical analyses to gather data and forecast team needs.
  • Managed day-to-day business operations.
  • Conducted target market research to discover customer needs and analyze competitor trends.
  • Discovered areas of improvement by generating quarterly operational and sales reports.
  • Generated revenues yearly and effectively capitalized on industry growth.
  • Aligned branding initiatives and sales strategies with client goals.
  • Prepared annual budgets with controls to prevent overages.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Maintained up-to-date administrative records to monitor operational conditions.
  • Trained and developed team members to build human capital.
  • Cultivated forward-thinking, inclusive and performance-driven company culture to lead industry innovations.
  • Introduced new methods, practices and systems to reduce turnaround time.

Sales Clerk

The Costume Vault
Lewis Center, Ohio
06.2012 - 10.2017
  • Helped customers complete purchases by moving heavy items, collecting payments and bagging purchases.
  • Readied items for sales floor stocking by affixing tags and preparing shelf labels.
  • Maintained current knowledge of shelf planograms and end cap plans to merchandise products.
  • Scanned merchandise and bagged using appropriate strategies for different items.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Created and constructed product displays to attract customers to new products, increasing total weekly sales 20%

Manager, Head of Sales

Green Blade Retail
Dublin , Ohio
08.2014 - 10.2016
  • Sales
  • Managing boutique that eventually purchased and managed all sales and staffing
  • Retail Sales
  • Cashier and Sales
  • Selling Costuming and helping sell and customize to customer exacting requests.
  • Helped grow commission structure as well as bonus programs for team
  • Reduced overage by 35% within first year of buying
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Supervised labor costs and departmental expenses to remain in line with budget.
  • Developed and maintained relationships with customers and suppliers through account development.

Education

High School Diploma -

Coshocton High School
Coshocton, OH
05.1995

Skills

  • Understanding Customer Needs
  • Creative Problem Solving
  • Upbeat and Positive Personality
  • Customer Retention Strategies
  • De-escalation Techniques
  • Issue and Complaint Resolution
  • Strong Communication and Interpersonal Skills
  • Merchandise Recommendations

Timeline

Billing agent

Charter Communications
03.2018 - 01.2020

Owner Operator

The Elegant Bride
10.2016 - 03.2018

Manager, Head of Sales

Green Blade Retail
08.2014 - 10.2016

Sales Clerk

The Costume Vault
06.2012 - 10.2017

High School Diploma -

Coshocton High School

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FRANCES BURCH