Frankie Terrell
Dallas,United States
Summary
Personable and dedicated Customer Service Representative with extensive experience in the telecommunications industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Inbound Phone Support Agent (Remote)
Securus Contact Systems
Happy Valley, OR
07.2022 - Current
- Document customer interactions and contact information into company database.
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Increase customer satisfaction ratings 98% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Respond to over 200+ calls per day while using multiple screens or navigate through applications.
- Assist with payment and payment arrangements.
- Provide customer service in a professional manner.
Dispatch Clerk /Customer Service Representative
B&F Transportation
Dallas, TX
03.2020 - 07.2022
- Tracked changes in computer system to keep records current and accurate.
- Answered customer requests with information about product availability, shipping information and status updates.
- Matched bills of lading and reconciled quantities to verify items shipped.
- Received and processed incoming calls (50 to 100+) from customers regarding orders and delivery status.
Revenue Management Representative
AT&T
Dallas, TX
04.2012 - 03.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified needs of customers promptly and efficiently.
- Assisted in the process of establishing and validating identity theft claims.
Revenue Management Representative
AT&T Call Center
Kansas City, MO
08.2008 - 04.2012
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Met demands of busy collections group by performing high volume of daily calls.
- Accepted and processed customer payments and applied toward account balances.
- Received payments and posted amounts to customer accounts.
- Negotiated credit extensions and waivers when necessary.
Accounts Payable Clerk
K Force
Overland Park, KS
08.2007 - 08.2008
- Verified accuracy of financial and transactional data to maximize operational efficiency.
- Checked payroll, vendor payments and other accounting disbursements for accuracy and compliance.
- Performed clerical functions such as filing, photocopying and faxing.
- Collaborated with customers and vendors regarding account issues.
- Coordinated receiving tickets and purchase orders.
- Coded invoices
- Able to process and enter 200 to 300 invoices a per week.
- Reconciled vendor statements.
- Maintained account payable files.
Education
Certificate Received - Computerized Accounting
Concord Career Institute
Kansas City, MOHigh School Diploma -
F. L. Schlagle High School
Kansas City, KSSkills
- Data Entry
- Customer relations/service
- Inbound and Outbound Calling
- Credit card payment processing
- Call Center Operations
- Office equipment proficiency
- Microsoft Office expertise
- Data collection
- Time Management
- Credit & Collections
Timeline
Inbound Phone Support Agent (Remote)
Securus Contact Systems
07.2022 - Current
Dispatch Clerk /Customer Service Representative
B&F Transportation
03.2020 - 07.2022
Revenue Management Representative
AT&T
04.2012 - 03.2020
Revenue Management Representative
AT&T Call Center
08.2008 - 04.2012
Accounts Payable Clerk
K Force
08.2007 - 08.2008
Certificate Received - Computerized Accounting
Concord Career Institute
High School Diploma -
F. L. Schlagle High School
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