Sengkeo Hill
Manassas,VA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
20
20
years of professional experience
Work History
Financial Call Center Support
PenFed Credit Union
06.2021 - Current
- Responds to member calls and emails to answer questions about products and services averaging 50 calls per day.
- Adheres to company policies and scripts to consistently achieve call-time and quality standards.
- Places outbound member service or member satisfaction calls to follow up on issues.
- Achieves 100% high satisfaction member rating through proactive one-call resolutions of member issues.
- Guides members through using online web portal access.
- Met customer call guidelines for service levels, handle time and productivity.
Billing Analyst
AT&T
05.2019 - 03.2021
- Responsible for implementing contracts changes to pricing and discounts, ensures accurate billing is on time.
- Maintained strict confidentiality with all personal data as per company guidelines.
- Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers and processed all billing changes.
- Researched and resolved customer disputes related to discounts, terms/conditions, and pricing.
- Updated over 30 or more contract pricing on orders monthly in system to promote invoice accuracy for special items, agreements, and substitutions.
Network Analyst Specialist
AT&T
07.2007 - 05.2019
- Troubleshot and maintained networking devices and infrastructure across enterprise.
- Monitored system logs for all company computers and devices to maximize uptime.
- Diagnosed system hardware and software problems using advanced root-cause analysis.
- Communicated with vendors to resolve network outages and periods of reduced performance.
- Worked extensively with Remedy Ticketing System to schedule and store trouble reports.
Network Engineer
Sprint
08.2006 - 02.2007
- Assisted with implementation and support of Sprint wireless development.
- Responsible for end-to-end testing (complete lifecycle of product) of Sprint devices, services and applications in production environment.
- Responsible for publishing Trial Issue Log regularly during trial period and producing Executive Summary of product trials. Create Tech Triage Guide for Tier 2 teams and, supply them documents prior to device launch.
- Provided technical / subject matter expertise to various groups (Product Development, Marketing, Pricing, CARE ) on product related projects / issues.
Customer Service Specialist
Wireless Matrix
02.2005 - 08.2006
- Provided support to all inbound Customer inquiries relating to trouble shooting, billing issues, returned equipment, status of orders and new purchase orders.
- Answered customer telephone calls promptly to avoid on-hold wait times average call daily is 20-30 calls.
- Facilitated inbound questions and leads regarding Wireless Matrix products and services.
- Provided second level support to Partners and escalate network issues to Engineering Documenting all Customer issues in Remedy trouble ticket system and monitoring issue until resolved.
Network Engineer
MCI WorldCom Technology Drive
04.2003 - 09.2004
- Provide technical support to National Local Installation teams with fault isolation and resolution of L2 configuration issues.
- Troubleshoot DS3, OC3, and OC12 circuits, IDN out-of-band management connectivity and provide test support .
- Performed troubleshooting for data, internet, and other communication services.
Education
BBA - Management
Strayer University
Ashburn, VA09.2022
Skills
- Microsoft Excel
- Time Management
- Strong Analytical and Problem-Solving Skills
- Call Control Skills
Timeline
Financial Call Center Support
PenFed Credit Union
06.2021 - Current
Billing Analyst
AT&T
05.2019 - 03.2021
Network Analyst Specialist
AT&T
07.2007 - 05.2019
Network Engineer
Sprint
08.2006 - 02.2007
Customer Service Specialist
Wireless Matrix
02.2005 - 08.2006
Network Engineer
MCI WorldCom Technology Drive
04.2003 - 09.2004
BBA - Management
Strayer University
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