Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gwenette C. Miller

Aurora,CO

Summary

Dynamic and professional individual with a proven track record of leveraging analytical expertise, influential communication, and strategic account management to drive results. Extensive experience in customer service with Fortune 500 companies in the Telecommunications and Manufacturing industries. Skilled in account reconciliation, auditing, database management, and accounts receivable. Adept at enhancing operational performance and elevating customer experiences through innovative problem-solving. Committed to meeting deadlines, exceeding expectations, and delivering measurable improvements to business outcomes. Experienced with credit analysis, risk management, and customer service. Track record of improving credit processes and fostering strong customer relationships.

Overview

14
14
years of professional experience

Work History

Business Credit Specialist III

SPRINT / NEXTEL (T-MOBILE)
01.2017 - 01.2020
  • Applied expertise in sales models to efficiently process requests for Sprint services, streamlining workflows and enhancing customer satisfaction.
  • Delivered critical administrative support for credit application reviews and the onboarding of new customers.
  • Managed inbound calls from customers and sales teams, performing identity verification to prevent fraud and ensure compliance with security protocols.
  • Evaluated business credit files and regulatory alerts, executing independent credit approvals with precision and adherence to company policies.
  • Assessed credit upgrade eligibility, providing accurate and timely administrative support to optimize customer account management.

Interim Traffic Analyst

SPRINT / NEXTEL (T-MOBILE)
01.2016 - 01.2017
  • Managed daily forecasting spreadsheets for call centers in Las Vegas, Inverness, and Tucson, ensuring accurate projections for staffing and workload.
  • Communicated Credit Service Level requirements across all centers, coordinating alert levels to optimize staffing and meet service-level objectives.
  • Monitored CAT volume across multiple sites, making real-time schedule adjustments to maintain service levels, optimize occupancy, and align interval staffing.
  • Collaborated with supervisors and managers across locations to effectively schedule offline activities, including meetings and training sessions, without compromising operational efficiency.

Executive Escalations Response II

SPRINT / NEXTEL (T-MOBILE)
01.2013 - 01.2016
  • Managed high-level customer escalations, including cases directed to the Director or CEO of the Customer Advocacy Team, to ensure timely resolution and prevent cancellations or service terminations.
  • Conducted thorough investigations to determine appropriate resolution paths, ensuring efficient and effective problem-solving for escalated issues.
  • Provided immediate assistance by redirecting unresolved inquiries to leadership teams when resolution was not achieved within 10 minutes.
  • Assessed escalation details to identify the correct course of action, consistently closing cases within one hour of assignment to maintain customer satisfaction and operational efficiency.

Retail Cross Training

SPRINT / NEXTEL (T-MOBILE)
01.2012 - 01.2013
  • Provided on-site support to retail teams during weekends and holidays, expanding call center knowledge and enhancing cross-functional collaboration.
  • Utilized billing systems in-store to resolve customer inquiries, address billing issues, and perform general account maintenance efficiently.
  • Executed profit adjustments with approval from retail management, ensuring accuracy and adherence to company guidelines.
  • Acquired and applied knowledge of retail methods and procedures, adhering to policies to maintain operational consistency and support.

Payment Specialist III

SPRINT / NEXTEL (T-MOBILE)
01.2006 - 01.2012
  • Conducted soft collections to maintain customer retention, ensuring adherence to accounts receivable objectives and organizational goals.
  • Processed and analyzed data to identify collection opportunities, effectively managing and monitoring escalated accounts for resolution.
  • Negotiated and approved payment agreements with clients, successfully recovering past-due balances while fostering positive customer relationships.
  • Led evaluations, coaching sessions, and training initiatives to support agent development and achieve performance targets.
  • Completed special projects, including return payment adjustments, as directed by department managers, demonstrating flexibility and attention to detail.

Education

Bachelor of Science - Business Administration, Finance

Clark Atlanta University
Atlanta, Georgia

Skills

  • Telephone and email etiquette
  • Effective communication
  • Documentation review
  • Loan underwriting
  • Customer relations
  • Credit validations
  • Risk analysis

Timeline

Business Credit Specialist III

SPRINT / NEXTEL (T-MOBILE)
01.2017 - 01.2020

Interim Traffic Analyst

SPRINT / NEXTEL (T-MOBILE)
01.2016 - 01.2017

Executive Escalations Response II

SPRINT / NEXTEL (T-MOBILE)
01.2013 - 01.2016

Retail Cross Training

SPRINT / NEXTEL (T-MOBILE)
01.2012 - 01.2013

Payment Specialist III

SPRINT / NEXTEL (T-MOBILE)
01.2006 - 01.2012

Bachelor of Science - Business Administration, Finance

Clark Atlanta University

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Gwenette C. Miller