Monica Finnell
Elizabeth City,NC
Summary
Corporate customer service professional with track record of delivering exceptional customer support and resolving issues promptly. Committed to team collaboration and achieving high standards of service. Known for adaptability and reliability in meeting dynamic business needs, with strong communication and conflict resolution skills.
Overview
13
13
years of professional experience
Work History
Corporate Customer Service Representative
Cox Communications
Chesapeake, VA
08.2024 - Current
- Provided comprehensive product information to enhance customer understanding and satisfaction.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Analyzed customer feedback to identify trends and recommend service improvements.
- Efficiently resolved escalated complaints from dissatisfied customers, ultimately preserving long-term business relationships.
Receivables Management Specialist III
Cox Communications
Chesapeake, VA
01.2018 - 06.2024
- Coordinated with various departments to ensure adherence to compliance standards and support operational efficiency.
- Analyzed customer feedback and financial data to drive improvements in retention rates and decrease instances of bad debt and equipment losses.
- Executed transaction processing from audit reports and oversaw customer account management through accounts receivable and back office operations.
- Maintained comprehensive knowledge of Fair Debt Collection Protection laws to support ethical collection practices.
Receivables Management Specialist II
Cox Communications
Chesapeake, VA
09.2014 - 01.2018
- Runs standard daily reports to identify accounts that require attention and obtain information from bank websites and other sources required to perform transactions
- Performs various transactional support activities for commercial and residential customer accounts
- Early Termination Fee (ETF) compliance and management Tax exempt maintenance Field collection processing/Home Security EFT processing.
Account Services Representative
Cox Communications
Chesapeake, VA
12.2012 - 05.2014
- Handles incoming customer calls with the intent of providing customer satisfaction and retention; may introduce and sell new or additional products and/or services
- Works in conjunction with outside sales representatives to provide pre-and/or post-sales support
- Reviews customer inquiries, problems, requests, and suggestions; determines appropriate solutions and/or responses
- Negotiates customer claims, initiates billing adjustments, arranges product substitutions and returns
- Assesses customer needs and suggests/promotes alternative products or services
Education
A.S. - Human Services
Tidewater Community College
Norfolk, VA12.2011
B.S. - Human Services
Old Dominion University
Norfolk, VASkills
- Call center experience
- Complaint handling
- Assertiveness
- Escalation management
- Problem-solving
- Multitasking and organization
- Team collaboration
- Active listening
- Decision-making
- Relationship building
- Customer relations
- Data entry
- Complaint resolution
- Professional telephone demeanor
Timeline
Corporate Customer Service Representative
Cox Communications
08.2024 - Current
Receivables Management Specialist III
Cox Communications
01.2018 - 06.2024
Receivables Management Specialist II
Cox Communications
09.2014 - 01.2018
Account Services Representative
Cox Communications
12.2012 - 05.2014
A.S. - Human Services
Tidewater Community College
B.S. - Human Services
Old Dominion University