Terra Robinson
AT&T
Warrensburg,IL
32
Years of experience
Results-driven Marketing Support Specialist focused on enhancing customer satisfaction and streamlining billing processes. Improved operational efficiency through effective relationship building and complaint handling. Delivered impactful team training and implemented best practices to elevate customer service.
Work History
Marketing Support Specialist
32 Years 5 Months- Resolved billing inquiries and discrepancies to enhance customer satisfaction.
- Processed payments and adjusted accounts accurately using billing software.
- Collaborated with cross-functional teams to streamline billing processes and improve efficiency.
- Led initiatives to optimize billing procedures, reducing errors and processing time significantly.
- Trained new representatives on billing systems and customer service protocols.
- Analyzed customer data to identify trends and recommend service improvements.
- Implemented best practices for handling escalated customer issues effectively.
- Developed training materials for staff, enhancing overall team performance and knowledge retention.
- Streamlined billing processes for improved efficiency and reduced errors.
- Provided comprehensive training to new hires on company policies and billing procedures, ensuring seamless integration into the team.
- Reconciled discrepancies between billed amounts and actual charges, improving overall accuracy of invoices.
- Actively participated in ongoing professional development opportunities, staying current with industry trends and emerging technologies related to billing systems.
- Maintained a strong knowledge of industry regulations and best practices relating to billing procedures, providing expert guidance when needed.
- Updated customer records with accurate billing information, preventing future disputes and delays in payment processing.
- Supported cross-functional projects focused on process improvements within the Billing Department, leading to increased operational efficiency.
- Enhanced customer satisfaction by promptly addressing billing inquiries and resolving disputes.
- Efficiently managed high-volume workloads under tight deadlines, consistently meeting performance expectations without sacrificing quality or attention to detail.
- Assisted in the development of departmental goals and strategies related to billing operations, contributing to overall business growth.
- Implemented electronic billing options for customers, reducing paper waste and promoting eco-friendly practices within the company.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
Customer Service
7 Years 4 Months- Delivered exceptional customer service, addressing concerns and resolving issues promptly.
- Delivered exceptional customer service, addressing concerns and handling returns professionally.
- Provided exceptional customer service while negotiating payment arrangements within company guidelines.
- Provided pre- and post-sales customer service and support.
Education
High School Diploma
Skills
Customer relationship management (CRM)
Payment processing
Customer engagement
Problem resolution
Order processing
Issue resolution
Administrative support
Issue resolution
Payment management
Client engagement
Call center management
Paperwork processing
Account management
Customer feedback analysis
Product expertise
Document management
Scheduling coordination
Order management
Administrative assistance
Customer engagement management (CRM)
Task prioritization
Conflict resolution
Rapport building
Dispute management
Account oversight
Retail assistance
Timeline
Customer Service
Kohl's
09.2017 - 01.2025Read More
Marketing Support Specialist
AT&T
04.1994 - 09.2026Read More
Warrensburg Latham High School
High School Diploma
Read More