Summary
Overview
Work History
Education
Skills
Timeline
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Shirley M. Pettway

Lilburn,GA

Summary

Customer-oriented sales professional with several years of experience building relationships, cultivating partnerships and growing profit channels. Strategic-thinking leader with expertise in expanding network connections, persuasively introducing products, territory development, and revealing customer needs to deliver solutions.

Sales Representative with a solid record of consistently achieving customer retention goals through relationship building and advanced product knowledge

Overview

20
20
years of professional experience

Work History

Sales Consultant/Retention Specialist

AT&T
Atlanta, GA
11.2013 - Current
  • Retain customer business, negotiating discount promotions, improving their experience while upselling additional products.
  • Educate customers while answering billing inquiries and/or adjustments, other concerns, and complaints.
  • Consult with customers to recommend and sell AT&T Internet, U-Verse, DirecTV, DirecTV Stream, AT&T Mobility, AT&T Telephone, Long Distance, optional feature service, and DSL products.
  • Negotiate service order requests from customers and input orders via online system for installation, removal, or change of services.
  • Processed credit card and check payment, and/or payment arrangements.
  • Handled customers billing issues for U-verse (TV, Internet & Voip), Landline and Broadband DSL Residential services, including data investigation, conflict resolution related to billing, ordering, provisioning, etc.

Consumer Retail Support

AT&T
Atlanta, GA
03.2020 - 11.2021
  • Support Retail and Authorized Retail stores, and In-Home Experts.
  • Input/update and correct orders via online systems for installation, removal, or changes of AT&T Internet, VoIP, U-verse TV, and residential DSL and telephone service.
  • Handle Retail Agents' billing questions for Broadband AT&T Internet, Voip, U-verse TV, and residential DSL telephone service, conflict resolution related to ordering and provisioning of services at customer premises.

Customer Service Lead/Relieving Manager

AT&T
Atlanta, GA
06.2010 - 10.2013
  • National Back Office Process Improvement Team Members
  • Held training on a special project for the Mid-West regional work.
  • Facilitated and coordinated weekly team meetings to present compliance training status and performance.
  • Assisted manager with Human Resources activities, such as employee scheduling, time submittal, and vacation requests.
  • Involved with coaching team members in the absence of the manager to ensure workloads were completed in a timely manner.
  • Trained and assisted agents on special work projects.

DSL Billing

AT&T Call Center
Atlanta, GA
02.2005 - 06.2010
  • Handled customer billing and service issues for DSL Residential, including data investigation, conflict orders, and problem resolution. Orders not completing via online systems.
  • Process payments and payments arrangement.
  • Monitored call observation to ensure guidelines are met.
  • Assisted team members with escalation resolution to resolve customers' issues and concerns in a timely manner.

Education

Some College (No Degree) - Business Management

Dekalb Technical Institute
Clarkston, GA

Skills

  • Customer liaison
  • Demonstrations
  • Product and service knowledge
  • Community Networking
  • Industry Trends
  • Persuasive Communication
  • Customer Relationship Management
  • Account Reconciliation
  • Sales Strategies

Timeline

Consumer Retail Support

AT&T
03.2020 - 11.2021

Sales Consultant/Retention Specialist

AT&T
11.2013 - Current

Customer Service Lead/Relieving Manager

AT&T
06.2010 - 10.2013

DSL Billing

AT&T Call Center
02.2005 - 06.2010

Some College (No Degree) - Business Management

Dekalb Technical Institute

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Shirley M. Pettway