PATRICIA SCHMID

Universal Service Executive 5/2015 - 7/2021

AT&T Service Manager Customer Relations 3/2007 - 5/2015

• Supports AT&Ts more complex account modules with higher revenue.
• Acting as the pivotal team member on all customer crisis issues, this position is held accountable for all customer issues while simultaneously concentrating on process improvement and customer satisfaction.
• This position serves as primary contact for customer exec staff and is charged with resolving customer issues with the independent authority to escalate to whatever level as necessary to expeditiously resolve customer complaints.
• Uses online tools to extract, analyze and customize data for stewardship reports that include provisioning, maintenance and billing items. Analysis of performance data drives the actionable items to support customer need.
• Responsible for bringing resolution to issues, engaging other departments and being champion for status reports back to customer and leadership.
• Promote use of on-line servicing and billing tools with the customers as an alternative approach to resolve customer issues. Educate customer on use of servicing tools and leads customer training sessions.

• Managed high-volume order entry while maintaining exceptional attention to detail, contributing to a reduction in errors and subsequent returns or exchanges.
• Ensured compliance with company policies when handling sensitive customer information during the order entry process.

• Responsible for ordering, stocking, and providing requested equipment on a timely basis while maintaining proper control over inventory in order to minimize losses.

• Helped large volume of face to face customers every day with questions, complaints and billing inquiries.
• Responded to customer needs through competent customer service, a positive attitude and prompt problem-solving focused on customer satisfaction.