Stacy Malone

I started in GBS customer service and do to some changes in the business after just a month was asked to move to the Micro retention department. Here I am able to speak to our customers who are looking to cancel services. I inquire as to why they are looking to do that and find options to keep those services. When I am unable to find an alternative I do assist in getting that account cancelled. I also have the opportunity to explore my customers bills and look at rate reviews for them.

I listened to calls and ensured that the representatives were adhering to policy on the calls. I provided feedback on the calls, feedback was not only provided for the negative but also for the positive. I had weekly meeting with our partners to ensure that we were on the same page as far as the grading would go.

I answered incoming calls and questions about their plans and services. I scheduled their next service. I was also able to answer questions related to their billing and process those billing payments for them.

I had to opportunity and pleasure to work daily with one of the owners of the company. I cold called companies and explained a little of what Newave was and would set up an appointment for said owner to go out and give a full in dept discussion of what the company could do for them.

I took incoming calls and chats and relayed what was happing to our techs and sent them out on the calls. I also kept track of where the techs were as the day progressed for other jobs that would arise. I calculated their drive time hours for their payback. I took payments and collected mail payments and posted those and sent billings out. I was also fortunate enough to assist the HR director at different times in having discussions with employees and writing said employees up for disciplinary cause.

I took incoming calls and got to the bottom of why a customer was wanting to cancel their service. Tried to find a compromise to retain that customers service. If unable to do so I would cancel the service but if I could I would think outside of the box to solutions to benefit my customer to help them keep the service.

I took all payments and posted all as well as made all deposits. I sent out the invoices for the monthly accounts. I calculated the weekly payroll and the quarterly taxes. I waited on customers and answered the phone.