Tanya Wilson

Customer Sales and Services Professional with 34 years progressive experience in fast-paced, high-volume, call center, billing, international, and technical environments. Exceed customer & team expectations Expert procedures, programs, systems Input, edit, extract and calculate data Maintain multiple customer accounts Organization, team building, leadership Analytical, productive, self motivated Summary of experience Customer Service and Sales Interfaced effectively with customers in person, by phone, email, and written correspondence. Diffused angry customers, built confidence, actively listened, gave prompt attention to issues.

• Analyzed records, identified needs, proposed solutions, and sold products and services. Processed sales, wrote orders, activated features, and established billing. Demonstrated strong product knowledge by recommending appropriate features and service costs. Processed customer orders accurately, error free, in a timely manner, while minimizing call downtime. Managed daily work list, self-assign projects, and follow-ups to complete all pending work items. Exceeded all performance metrics for hold time, call volume, and quality. Project Coordination Determined, negotiated and obtained interval and critical dates for service order implementation. Coordinated action between customer and internal teams, project managers, and sales organization. Interacted with ordering, provisioning, management, access providers, and systems & support teams. Identified and reported database issues and updated team on status and procedural changes. As department Subject Matter Expert, coached team members in order process methods. Saved company over $50,000.00 in revenue annually by discovering account discrepancy. Administration and Office Management Referral source for all escalated customer calls during supervisor’s absence. Provide clerical support, filing, and prepare reports for management analysis. Administrative coordinator for monthly recognition events for a 50-member department. Maintained spreadsheets to track and ensure distribution balance of workload tasks. Collaborated with project managers, technicians, designers, business and residential customers. Extensive knowledge of shipping and receiving processes. Demonstrated organization, time management and multi-tasking skills daily. Wrote and edited accurate orders to successfully implement customers’ request.