Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lynn Brunnett-Gubbins

Rome,NY

Summary

Reliable employee seeking position. Offering excellent communication and good judgment. Experienced Customer Service Rep. with over 24 years of experience in Telecom Industry. Excellent reputation for resolving problems and improving customer satisfaction. To seek and maintain part-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

32
32
years of professional experience

Work History

Fiber Customer Support Analyst

Verizon
East Syracuse, NY
08.2008 - 07.2022
  • Provided timely follow-up and status updates for customer service and technical support requests.
  • Evaluated current processes to develop improvement plans.
  • Produced detailed and relevant reports for use in making business decisions.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Managed up to 30 customer calls per day.

Order Control Group

Verizon
East Syracuse, NY
08.2009 - 06.2015
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Improved quality processes for increased efficiency and effectiveness.
  • Updated quality control standards, methods and procedures to meet compliance requirements.
  • Increased customer satisfaction through adherence to quality standards and customer requirements.
  • Rejected defective products and approved correct products.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties
  • Carried out day-to-day duties accurately and efficiently
  • Used coordination and planning skills to achieve results according to schedule

Collection Account Representative

Verizon
East Syracuse, NY
06.1998 - 08.2008
  • Entered client details and notes into system for interdepartmental access and review.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.

Oneida County Social Welfare Examiner

Oneida County Department Of Social Services
Utica, NY
01.1996 - 06.1998
  • Conducted applicant interviews and determined eligibility for public assistance programs.
  • Managed caseload of numerous applicants, consistently reviewing income eligibility via statewide verification system.
  • Reviewed application process with applicants and assisted in preparation of documents to apply for state benefits.
  • Completed thorough investigations for state to minimize fraud, waste and abuse of welfare program.
  • Collaborated with other state program offices to provide applicants with additional supports to meet needs.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately

Education

Associate of Applied Science - Human Services

MVCC
Utica, NY
05.1997

Skills

  • Customer Satisfaction
  • Problem Resolution
  • Documentation Support
  • Inbound Phone Calls
  • Maintenance Requests
  • Customer Inquiries
  • Confidential Records Management
  • Handling Customer Complaints
  • Customer Accounts Management

Timeline

Order Control Group

Verizon
08.2009 - 06.2015

Fiber Customer Support Analyst

Verizon
08.2008 - 07.2022

Collection Account Representative

Verizon
06.1998 - 08.2008

Oneida County Social Welfare Examiner

Oneida County Department Of Social Services
01.1996 - 06.1998

Associate of Applied Science - Human Services

MVCC

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