Shelly Ann Forde

Resolve customer inquiries about overdue payments.

Maintain customer engagement via preferred communication channels.

Collect necessary data from customers to complete payment investigations.

Leverage diverse billing and payment systems for payment research.

Engage in dialogue with internal and external stakeholders.

Managed payment activities, including refunds and reconciliations.

Address and handle escalated customer payment concerns.

Utilize different systems for researching payment allocations.

Develop solutions to payment issues, and test system enhancements for accuracy.

Document process changes to enhance operational efficiency.

Identified underlying causes of problems to enhance accuracy and efficiency.

Swiftly detect system problems affecting production environments.

Leverage multiple billing systems, including Ivison, Payment Hub ACSS, Marvo, and GPS.

Managed and monitored the monthly shrink budget in coordination with area operations.

Ensured timely completion of reporting tasks, projects, and assignments.

Executed strategies based on time-based metrics for improved efficiency within the center.

Educated incoming employees on efficient time management strategies.

Collaborated with leaders to optimize the use of resources including IEX, National Reporting, Metrics and Smart Forms.

Trained leadership teams on resource utilization for information gathering.

Ensured accurate use of shrink codes in response to exceptions.

Monitored and reported on TYS performance along with attendance/shrink trends to guarantee consistent and accurate information delivery.

Ensured efficient staffing coordination by working closely with National Command Center.

Collaborated with leadership to optimize resource utilization, including IEX and National Reporting.

Instructed new leadership on resource utilization for information gathering.

Arranged sessions for discussing team discrepancies and staffing matters.

Researched labor laws, regulations and other applicable guidelines to ensure compliance with relevant standards.

Oversaw management of 50 government accounts, contributing to $50 million in annual revenue.

Contributed to acquiring additional government subscriptions, boosting annual earnings by $1.5 million.

Developed strategic plans targeting opportunities for boosting account portfolio health.

Advised clients to create effective action plans targeting significant projects for Verizon and partners.

Achieved quarterly net promoter scores of 99.9%, surpassing company-wide target of 82%.

Delivered financial analysis and savings initiatives across healthcare, education, and public safety sectors totaling $10 million during 2015.

Oversaw AR reports to confirm all customer payments were correctly recorded.

Supported the implementation of 1500 smartphones with enterprise activation for the State of New Jersey, resulting in $650K annual revenue.

Developed presentations and data models to provide cost savings recommendations for internal and external customers.

Utilized team strengths to enhance efficiency and meet daily service levels.

Organized face-to-face meetings for clients.

Strengthened partnerships across teams to deliver seamless support for customers.

Handled service requests for Federal agencies, managing communications through Workflow.

Collaborated with Sales, Financial Services, Legal, and Marketing teams.

Created strategic action plans to achieve reliable results.

Empowered employees to make informed business decisions, reducing customer escalations.

Analyzed customer feedback to identify areas for improvement in products and services.

Coordinated with other supervisors, combining group efforts to achieve goals.

Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.

Maintained knowledge of company products and services to promptly resolve complaints and concerns.

Led extensive projects utilizing management disciplines and tools.

Analyzed reporting trends to assess performance metrics.

Acted as central interface for daily operational support for General Electric business units.

Suggested optimized solutions tailored to specific business needs.

Served as subject matter expert addressing all elements of invoicing and reporting issues.

Scheduled, assessed, and executed tasks linked to yearly account rate plan reviews.

Maintained customer profiles to aid segmented database management.

Handled intricate assignments with expertise.

Coordinated, planned, implemented, and tracked diverse major marketing efforts simultaneously.

Negotiated cellular service terms to existing customers and recommended adjustments to accounts.

Performed call calibration for quality assurance, achieving 100% on weekly monitors.

Developed positive relationships with customers through friendly interactions.

Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

Recommended improvements in products, service and billing methods to management to prevent future problems.

Developed strong customer relationships to encourage repeat business.

Promoted available products and services to customers during service, account management and order calls.

Informed customers about billing procedures, processed payments, and provided payment option setup assistance.

Adjusted bills and refunded money to resolve customers' service or billing complaints.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.