Tammy Robinson

• Managed vendor and client quotes, ensuring timely and accurate cost estimates for services.
• Ordered necessary materials to complete work orders, ensuring seamless project execution.
• Addressed customer inquiries and complaints with professionalism, providing effective solutions.
• Coordinated and ran technician schedules, optimizing workflows and minimizing downtime.
• Handled all incoming faxes, ensuring prompt action and communication.
• Scheduled and dispatched multiple technicians across various trades to job sites, aligning with customer requests and specifications through text, email, or phone.
• Verified technician schedules, confirming accurate work dates and times.
• Sourced, qualified, and recruited vendors to meet client needs, ensuring efficient service delivery.
• Coordinated repair schedules to restore service, maintaining operational continuity.
• Forecasted workload 2-3 days in advance, ensuring adequate staffing and resource allocation.
• Updated customer web-based portals, ensuring accurate and current service details.
• Provided detailed information on services offered, addressing client needs and inquiries.
• Prioritized urgent work orders, acting swiftly on status changes or service delays.
• Communicated work orders, messages, and updates to technicians and supervisors.
• Maintained accurate and comprehensive records of customer interactions, service requests, and inventory management.

• Supervised intake and discharge operations, maintaining 100% privacy compliance.
• Mentored staff in case management and client support, increasing service quality and retention.
• Supported residents in housing and employment, doubling independence metrics within two years.

• Assisted with serviceability verifications, ensuring accurate information for new and existing customers.
• Managed the request and upload of site surveys and Roes to SharePoint, maintaining accurate records for future reference.
• Uploaded and organized all contracts in Smartsheet and SharePoint for efficient tracking and management.
• Built and processed orders for new customers in the ICOMS Biller system, ensuring timely and accurate entry.
• Coordinated new pending construction orders, ensuring smooth transitions and communication throughout the process.
• Provided customers with regular updates on order statuses, ensuring clear communication and excellent customer service.
• Submitted phone ports to the technical support department through Ticket View and monitored progress.
• Requested and confirmed FOC (Firm Order Commitment) port dates for customer installations.
• Scheduled installation appointments for new customers, ensuring all necessary arrangements were in place.
• Coordinated and sent calendar invites for installation appointments, including reminders for VOIP phone and dedicated fiber installations.
• Collaborated with HOA Bulk Account Managers to facilitate phone orders for office equipment, clubhouses, security gates, pools, elevators, and static IP address requests.

• Developed RFP/RFQ templates.
• Translated technical requirements into customer-facing content, increasing collateral usage.
• Collaborated with engineering and sales to produce case studies and white papers.

January 1990 – December 2016

Held Multiple Positions

• Supervised the daily activities and performance of customer service personnel, ensuring the delivery of exceptional service and maintaining high customer satisfaction levels.
• Managed the hiring, training, and development of staff to drive high-level customer service and meet operational goals.
• Monitored and tracked telephone and email response times, ensuring timely and quality service delivery.
• Compiled and generated call center reports through Salesforce, tracking key performance indicators (KPIs) to improve operational efficiency.
• Trained and mentored sales teams and customer service representatives on Salesforce processes, enhancing team productivity and customer interaction quality.

Metro-E Ethernet Sales Support/Account Manager

• Renewed customer contracts, ensuring the retention and growth of existing revenue streams.
• Maintained regular account contact, aligning Comcast Business Services with assigned accounts and fostering long-term relationships.
• Collaborated with the Sales Department to resolve collections issues professionally and promptly, ensuring minimal disruption to business operations.
• Served as the primary escalation point for customer issues, providing timely resolutions and maintaining a high level of customer satisfaction.
• Estimated and quoted prices, contract terms, warranties, and delivery dates, ensuring transparency and accuracy in customer dealings.
• Acted as a liaison between customers and sales teams, delivering tailored solutions that meet customer needs.
• Worked closely with company executives to identify and pursue new business opportunities, contributing to company growth.

Business Service Product Retention Specialist

• Reviewed open accounts for collection efforts, identifying delinquent accounts and addressing collection needs.
• Made 90+ outbound collection calls in a professional manner, maintaining positive customer relations while resolving payment issues.
• Addressed client billing problems and worked to reduce accounts receivable delinquency through effective customer service and resolution.
• Ensured timely collection of customer payments in accordance with agreed-upon due dates.
• Identified underlying issues contributing to account delinquency, discussing solutions with sales management to implement corrective actions.