Terri Harris
Glendale,AZ
Summary
Cox Communications Professional Profile Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
29
29
years of professional experience
Work History
SR. IMPLEMENTATION SPECIALIST
Cox Communications
10.2019 - Current
- Conducted pre-checks and quality checks on orders to ensure pricing and contract accuracy.
- Communicated effectively with customers to keep them informed throughout the process.
- Managed projects to ensure the timely arrival of equipment and accurate on-site work completion on the first attempt.
- Provided comprehensive sales support through education and training, improving team performance and customer engagement.
- Assisted technicians with on-site installations, ensuring smooth and efficient service delivery.
- Educated customers on billing processes, handled credit adjustments, and processed refunds, enhancing overall customer satisfaction.
CLIENT IMPLEMENTATION SPECIALIST
Cox Communications
05.2017 - 10.2019
- Managed and processed order management tasks for both commercial customers, including new orders and modifications.
- Provided comprehensive sales support through education and training, improving team performance and customer engagement.
- Assisted technicians with on-site installations, ensuring smooth and efficient service delivery.
- Educated customers on billing processes, handled credit adjustments, and processed refunds, enhancing overall customer satisfaction.
ROC SPECIALIST
Cox Communications
06.2013 - 05.2017
- Created and updated telephone book directory listings in the White Pages.
- Revised and incorporated Local Network Provider guidelines into the department training manual.
- Reviewed and processed documentation for the porting of telephone numbers to other providers.
- Maintained and updated departmental records quarterly to reflect process changes and improvements.
COMM CENTER SPECIALIST II
Cox Communications
03.2011 - 05.2013
- Skillfully forecasted and mapped daily routes for field technicians to ensure optimal efficiency and coverage.
- Modified work orders as necessary to accommodate changes and updates.
- Provided real-time assistance to technicians via chat, telephone, and email, facilitating equipment provisioning and troubleshooting.
- Accurately mapped pedestal and telephone room locations on-site to support seamless installation and maintenance operations.
E-CARE SPECIALIST
Cox Communications
05.2008 - 03.2011
- Expertly addressed customer inquiries via email and live chat, ensuring prompt and accurate responses.
- Processed online work orders for new services, changes, and disconnections with precision.
- Educated customers on monthly billing charges and adjustments, enhancing their understanding and satisfaction.
- Efficiently managed the distribution of documents for customer signatures when required, ensuring compliance and completeness.
EASYPAY (REFUNDS) SPECIALIST
Cox Communications
05.2005 - 03.2008
- Proficiently managed payment processing operations, encompassing lockbox, chargebacks, non-sufficient funds, refunds, and long-distance charges.
- Conducted quarterly updates of method and procedure manuals for the department, ensuring compliance and efficiency.
- Led monthly meetings with peers and vendors to discuss changes in payment procedures, fostering collaboration and staying abreast of industry developments.
CUSTOMER CARE REPRESENTATIVE
Cox Communications
11.1995 - 05.2005
- Proficiently managed a high call volume of customer inquiries, ensuring prompt resolution and customer satisfaction.
- Facilitated accurate order entry for new installations of cable, internet, and telephone services, adhering to company procedures.
- Conducted thorough troubleshooting of customer equipment issues, providing effective solutions and minimizing downtime.
- Skillfully resolved monthly billing concerns, charges-offs, and credits, while educating customers on billing processes to enhance understanding and satisfaction.
Education
Associate Degree in General Science -
Rio Salado Community College
Skills
- Communications Skills
- Order Management
- Quality control
- Sales support/education
- Microsoft Office (Word, Excel, Power-Point)
- Project Management
- Telephone and email etiquette
- Customer Service
- Microsoft Windows and Office
- Problem-solving abilities
- Reliability
- Team building
- Professionalism
- Online Chat Support
- Multitasking
Timeline
SR. IMPLEMENTATION SPECIALIST
Cox Communications
10.2019 - Current
CLIENT IMPLEMENTATION SPECIALIST
Cox Communications
05.2017 - 10.2019
ROC SPECIALIST
Cox Communications
06.2013 - 05.2017
COMM CENTER SPECIALIST II
Cox Communications
03.2011 - 05.2013
E-CARE SPECIALIST
Cox Communications
05.2008 - 03.2011
EASYPAY (REFUNDS) SPECIALIST
Cox Communications
05.2005 - 03.2008
CUSTOMER CARE REPRESENTATIVE
Cox Communications
11.1995 - 05.2005
Associate Degree in General Science -
Rio Salado Community College
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