Kelli McPherson

Work History

Frontier Communications

04.2016 - Current

Participated in project management and tracking progress to meet Carrier goals.
Monitored project milestones and adjusted scheduling to meet due dates
Maintained open communication by presenting regular updates on project status to customers.
Scheduled and facilitated meetings to discuss upcoming projects with Carriers.
Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Escalated customer issues to management for appropriate action to be taken.
Proactively monitored TDM & Ethernet orders to ensure orders were not idle and updated Carriers weekly
Escalations manager for TDM expedite and due date improvement orders
Proactively pushed orders to meet requested due dates to bring in extra revenue
Calculated and tracker along with apply billing USOCS to individual expedite and ddi orders in M6
Tracked work orders in Varasset to provide update to Carriers on materials ordered, in stock and provide updates on construction jobs for engineer work orders
Worked on reports via APEX, Power Bl
Experience working in Excel & creating pivot tables

Frontier Communications

11.2002 - 04.2016

Processed day-to-day ASRs that ordered T1's, Switched & Ethernet circuits.
Handled customer inquiries and suggestions courteously and professionally on the ICSC status line
Responded proactively and positively to emails from Carriers.
Billed Carrier accounts

Frontier Communications

11.1999 - 11.2002

Handled customer inquiries and suggestions courteously and professionally.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered constant flow of customer calls with minimal wait times.
Answered questions customer telephone callers has regarding phone services.
Sold phone services to callers
Experience in CARS / DPI systems

HSBC Bank

09.1996 - 04.2000

Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
Processed customer transactions promptly, minimizing wait times.
Disbursed cash and checks accurately while maintaining security of cash drawers.
Responsible for back up of security cameras
Responsible for ordering money, replenishing & balancing ATM

Sally Beauty Supply

09.1994 - 09.1996

Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Worked flexible schedule and extra shifts to meet business needs.
Worked closely with shift manager to solve problems and handle customer concerns.
Assisted customers by answering questions and fulfilling requests.
Quickly and accurately counted drawers at start and end of each shift.
Increased sales by offering advice on purchases and promoting additional products.

Hair Zoo

04.1995 - 04.1996

Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
Developed loyal following of clients by providing high-quality services.
Demonstrated high level of customer service to increase retention and satisfaction.
Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
Attended regular trainings and workshops to maintain cosmetology license and stay current on technique and skills.