TABATHA ANDERSON
telecom
Greenville,South Carolina
Summary
Adept at driving customer satisfaction and streamlining processes, my tenure at CASS INFORMATION SYSTEMS honed my expertise in documentation management and problem resolution. Leveraging skills in Microsoft Excel and effective communication, I exceeded productivity goals, ensuring seamless telecom service transitions and client delight. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
24
24
years of professional experience
Work History
CSSR Support Specialist
CASS INFORMATION SYSTEMS
Greenville, South Carolina
01.2022 - Current
- Provide support to CSR by engaging vendors to verify and facilitate payment arrangements
- Analyze allocation data for clients
- Support the implementation of new clients
- Engage telecom vendors for research of payments made
- Retrieve invoice copies when needed monthly for payments to be processed
- Provide reporting as requested by supervisor
- Crosstrain with other support positions in the office as needed
- Create and maintain organized documentation
- Supervise, execute, and create PayNows needed immediately to prevent any interruption of clients' services.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Completed day-to-day duties accurately and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Processed invoices using accounting software applications.
Specialist I Ancillary Team
WINDSTREAM COMMUNICATIONS
Greenville, South Carolina
01.2001 - 01.2021
- Efficiently built orders in specific systems (Metasol, MSS, NextGen, WinOM, Softspeed, BPMS, Neustar, Bandwidth, JIRA) for customers
- Problem solver in creating business and residential listings for customers, ensuring they were corrected
- Collaborated closely with ILECs and CLECs (AT&T, Verizon, Qwest, Frontier, etc.) to ensure customer listings in both business and residential updated in perspective books
- Processed and oversaw CNAM (caller id) for customers, making sure in systems (Bandwith and Neustar) correctly, and trained team members on CNAM
- Partnered with ILECs and high-profile customers and validated information with regards to listings (hospitals, universities, and government listings)
- Oversaw toll free numbers and used 8ms toll free system, putting in system as well as disconnecting
- Worked on LD (long distance) customers with regards to PIC
- Served as part of UAT testing (User Acceptance Training) for system and process updates to ensure everything transitioned properly and in timely manner
- Contributed as integral part of migration of Verizon to bandwidth and many other cost saving initiatives
- Managed and tracked telecom orders through their completion while documenting processes along with any issues
- Initiated and maintained vendor contacts to efficiently address any billing inquiries and/or disputes
- Worked with auditors when needed to ensure client satisfaction and resolutions were made in a timely manner
- Collaborated with different teams on high-profile projects
- Exceeded productivity goals in high-pressure situations
Disconnect Specialist I, Service Delivery Rep
NUVOX COMMUNICATIONS
Greenville, South Carolina
01.2001
- Validated customer information
- Submitted documents manually on behalf of customer to port or disconnect numbers
- Established relationships with other ILECs and CLECs for proper transition of service
- Demonstrated working knowledge of each ILEC systems
- Created LSRs for T-1 ports
- Developed close relationships with Bell South as well as other CLECs in order to facilitate porting of numbers for NuVox customers in a timely manner
- Utilized working knowledge of several systems, including TBS, LENS, NPAC, SOA, and ROAM
Education
BS - Marketing
RUTGERS UNIVERSITY
Newark, New JerseySkills
- MSS
- NextGen
- WinOM
- BPMS
- RevChain
- WinCare CRM
- TBS
- WISE
- JIRA
- Neustar
- Bandwidth
- DCRIS/CAMS
- Microsoft Excel
- SoftSpeed
- Problem resolution
- Effective communication
- Documentation management
- Invoice processing
- Data entry
- Remote support
- Attention to detail
- Customer relationship management
Timeline
CSSR Support Specialist
CASS INFORMATION SYSTEMS
01.2022 - Current
Specialist I Ancillary Team
WINDSTREAM COMMUNICATIONS
01.2001 - 01.2021
Disconnect Specialist I, Service Delivery Rep
NUVOX COMMUNICATIONS
01.2001
BS - Marketing
RUTGERS UNIVERSITY
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