Grace Wheatley
Sales Support And Order Activation Specialist
San Antonio,TX
Summary
The varying careers in which I have excelled illustrate my diversity as an employee. Throughout my areas of employment, my persistence, dedication, customer-focused attitude, honesty, integrity, and performance at the highest level of excellence remain consistent.
I am a dedicated Spectrum Sales Support professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
Sales Support Specialist
Spectrum
San Antonio, TX
03.2018 - Current
- Universal Agent/Order Completion, Current duties,skills, and responsibilities :
- Schedules orders for small businesses/Currently evaluating OTM and BAE orders for successful installations
- Proficient in four Icoms Billers: East, Midwest, Brighthouse and KC
- Proficient in two CSG Billing programs: Legacy TWC and Charter
- Keys orders and modifies all orders on behalf of Sales reps and Customers
- Proficient in SOM(Sales Order Management)
- Utilizes OMSe and OSM in order to determine flow of orders to Provisioning for phone services and ports
- Communicates efficiently and effectively with Sales Reps and fellow Reps regarding information needed for successful installation
- Meets and Exceeds expectations with regard to daily processing of orders in 02 and SMART programs
- Sends and responds clearly and concisely to internal and external emails regarding information needed for successful order installation
- Continually makes efforts above and beyond expectations in order to achieve proficiency and accuracy in every order
- Forward and proactive thinking continually utilized with regard to uncommon issues with regard to successful installation
- Positive attitude and always open to change in the workplace and with regard to alternative direction
- Utilizes Charter Verify and Voicelog proficiently with regard to install success
- Fully proficient in SalesForce for National, VAR, and Direct orders
- Processes ETD/AIM/TMS/UCM tickets
- Professional ,positive, and respectful relationships with representatives of all department
- Order Management/Scheduling
Sales Support(Contracted With Spectrum)
Pyramid Consulting
San Antonio, TX
06.2017 - 02.2018
- Scheduled appointments for installation of coax services for small to medium businesses
- Proficiently navigated through ten+ programs regarding billing/notation and keying new or amended orders for coax cable, video, and phone products
- Accurately and efficiently keyed in coax orders for installation
- Evaluated and corrected presented orders for accuracy
- Ability to quickly adjust to an ever-changing environment and changing leadership
Customer Service Representative (CPS Energy)
West Business Services
San Antonio, TX
01.2015 - 07.2015
- Processed calls from customers in a high-call volume setting:
- Process Move-ins, Move-outs and service transfers for Residential CPS Energy customers in a timely manner (4-6 minute call time average)
- Conduct Accurint(Lexis-Nexis) identification verification on customers starting new billing with CPS Energy
- Answer questions from customers regarding consumption and usage
- Answer billing related questions and place customers on installment plans
- Reconnect residential electric and gas services
- Issue service and message notifications within CPS Energy
- Adhere to metrics regarding call handle time(AHT) and average talk time(ATT)
- CSS Representative Fiber to the Building Order Processing
Order Processing (AT&T Fiber)
West Business Services
San Antonio, TX
03.2013 - 12.2014
- Processed complex orders for Fiber Optic phone and ethernet services for small businesses:
- Proficiently and accurately send emails to sellers, customers, and associates daily regarding the varying statuses of the customer's orders
- Navigate through multiple programs in order to submit orders and obtain current notes and assignments regarding orders
- Technical knowledge of ethernet services, phone services, and circuits
- Enter complex data regarding orders into Excel spreadsheets
- Create Word documents with site-specific information crucial to the installation of fiber optics to new and existing sites
- Maintaining organization in a self-paced environment
- Adaptability to ever-changing and improving procedures with minimal training
Claims Customer Service Representative
Nationwide Mutual Insurance Company
San Antonio, TX
04.2009 - 11.2012
- Processed insurance claims for automobile, home, and commercial policies:
- Proficiently navigated 8 separate programs for claim processing and updating information
- Advised policyholders, Insurance Agents, and representatives of the claim process and coverages
- Actively participated in philanthropic ventures with the company, such as contributing time and funds to United Way and local charities
- Assisted coworkers and team members by giving instructions and tips of work performance enhancement
- Promptly competed required training classes and thoroughly reviewed system updates
- Provided excellent customer service skills, always putting the caller's needs first and making all extra efforts to ensure customer satisfaction
Customer Service Representative
Centralized Showing Service
San Antonio, TX
10.2007 - 01.2009
- Scheduled property showings for Real Estate Agents:
- Utilized privacy procedures regarding lockbox codes
- Scheduled showings for properties in 12 states
- Made outbound calls to Agents, property owners, and potential buyers regarding appointment times
- Thoroughly noted pertinent information in systems for the benefit of coworkers and agents
Loss Prevention Associate
Target Corporation
San Antonio, TX
10.2006 - 03.2007
- Eliminated loss due to theft or shrink in retail store and ensured safety of employees and guests:
- Made daily checks of sensors and equipment pertaining to the prevention of theft
- Operated cameras and surveillance tapes and equipment
- Monitored exits and loading docks to ensure safety of employees and to comply with OSHA
Production Operator I
Motorola Incorporated
Seguin, TX
05.1993 - 01.1998
- Assembled, tested, repaired, packed and shipped various engine control modules and cellular phones
- Implemented four separate process improvement procedures which Produced higher production, cost savings, and ergonomic benefits
- Proficient in OSHA procedures and MSDS requirements
- Attended 40 hours of team building and improvement classes per year of employment
Laboratory Assistant/Phlebotomist
Seguin Clinical Laboratory
Seguin, TX
06.1991 - 01.1994
- Performed many duties involving specimen collection, specimen testing, documentation, billing, and delivering of laboratory reports:
- Collected blood specimens from patients via venipuncture
- Performed blood chemistries, HCGs, and AAB government-required proficiency testing and familiarity of OSHA guidelines and regulations
- Promptly delivered lab reports to physicians and medical offices
- Filed lab reports and Medicare claims
- Cleaned, sterilized, and organized work areas
Education
Associate of Arts - English
San Antonio College
Bachelor of Science - Interdisciplinary Studies
Texas A&M University - San Antonio, TX, US
San Antonio 08.2019 - Current
Skills
- Decision-Making
Timeline
Bachelor of Science - Interdisciplinary Studies
Texas A&M University - San Antonio, TX, US
08.2019 - Current
Sales Support Specialist
Spectrum
03.2018 - Current
Sales Support(Contracted With Spectrum)
Pyramid Consulting
06.2017 - 02.2018
Customer Service Representative (CPS Energy)
West Business Services
01.2015 - 07.2015
Order Processing (AT&T Fiber)
West Business Services
03.2013 - 12.2014
Claims Customer Service Representative
Nationwide Mutual Insurance Company
04.2009 - 11.2012
Customer Service Representative
Centralized Showing Service
10.2007 - 01.2009
Loss Prevention Associate
Target Corporation
10.2006 - 03.2007
Production Operator I
Motorola Incorporated
05.1993 - 01.1998
Laboratory Assistant/Phlebotomist
Seguin Clinical Laboratory
06.1991 - 01.1994
Associate of Arts - English
San Antonio College
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