Susan Julson
Watertown,WI
Summary
Customer Service Professional. Bringing accounting background with top-notch skills in oral and written communication. Friendly Service Representative with 30+ years of dedicated customer service experience. Expert in Microsoft programs with training in all services. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
36
36
years of professional experience
Work History
Service Representative-Project Lead
AT&T Communications-Wisconsin
Brookfield, WI
06.2012 - Current
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Described product highlights and benefits to help guide purchasing decisions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues and completed to maintain high standards of customer service.
Service Representative-Corporate Finance
AT&T Communications
Milwaukee, WI
10.2000 - 06.2012
- Audited AT&T Wholesale customer accounts that filed bankruptcy. Total worth of 5 Billion dollars.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Prorated accounts transferred monies on to dummy accounts & eventually possible write off of said accounts.
- Filed bankruptcy claims with Bankruptcy courts.
- Did bankruptcies for 22 states that AT&T provided service.
- Issued spreadsheets that AT&T Corporate Lawyers used for the bankruptcy proceedings.
- Resolved concerns with products or services to help with retention and drive sales
Service Representative-Small Business
AT&T Communications
Pewaukee, WI
06.1996 - 10.2000
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Sales and Services for small business customers.
- Resolved concerns with products or services to help with retention and drive sales
- Provided information about company products and services, and capitalized on upsell opportunities
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Service Representative-Consumer
AT&T Call Center
Milwaukee, WI
10.1994 - 06.1996
- Contacted and helped find solutions for customers with overdue payments.
- Assisted customers on phone and in-office with questions, concerns and product availability.
- Built lasting relationships with clients, customers and other team members based on trust and reliability.
- Delivered outstanding customer service through effective and timely resolution of various customer inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Directory Assistance Operator
AT&T-Wisconsin Bell
Waukesha, WI
10.1992 - 10.1994
- Accessed number directories to provide relevant information to callers.
- Completed and forwarded forms for listing corrections, incidents and emergency calls to correct personnel.
- Helped callers locate specific businesses, residences or public buildings with mapping assistance
Account Payable/Receivable
Wilde Automotive Group
Waukesha, WI
01.1989 - 12.1992
- Prepared vendor invoices and processed incoming payments.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
- Reconciled processed work by verifying entries and comparing system reports to balance numbers.
- Investigated daily variances and corrected errors to resolve discrepancies.
Small Business Co-Owner
Gas Lite On North
Milwaukee, WI
05.1987 - 11.1989
- Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
- Devised processes to boost long-term business success and increase profit levels.
- Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
- Outlined finances, goals and daily operations of company in detailed business plans.
- Monitored daily cash discrepancies, inventory shrinkage.
- Trained new employees on proper protocols and customer service standards.
- Hired and supervised training of over 25 employees
Education
Associate Degree in Accounting - Accounting And Business Management
Milwaukee Area Technical College
Milwaukee, WI06.1983
High School Diploma -
Whitnall High School
Greenfield, WI06.1981
Skills
- Accounting Background
- Expert in Microsoft programs
- Analytical problem-solving skills
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Interpretation and Translation Services
- Customer Account Management
- Responding to Difficult Customers
- Service Assistance 30 years of dedication
- Special Assignments
- Running Reports
- Employee Guidance
- Troubleshooting Components
Timeline
Service Representative-Project Lead
AT&T Communications-Wisconsin
06.2012 - Current
Service Representative-Corporate Finance
AT&T Communications
10.2000 - 06.2012
Service Representative-Small Business
AT&T Communications
06.1996 - 10.2000
Service Representative-Consumer
AT&T Call Center
10.1994 - 06.1996
Directory Assistance Operator
AT&T-Wisconsin Bell
10.1992 - 10.1994
Account Payable/Receivable
Wilde Automotive Group
01.1989 - 12.1992
Small Business Co-Owner
Gas Lite On North
05.1987 - 11.1989
Associate Degree in Accounting - Accounting And Business Management
Milwaukee Area Technical College
High School Diploma -
Whitnall High School