Tonicka Prince

-Ensure accurate and timely provisioning, maintenance, and updates of Tier 3 clients.
• Provide sales support for Tier 3 clients.
• Contact customers to discuss/clarify requests for services and manage email requests by processing.
• Liaise with Service Managers and Account Managers to validate, assess, and analyze service requests and where necessary make amendments to service requests.
• Acknowledge receipt of orders by way of returning call or email to customer/Account Manager.
• Initiate requests for contract renewals (ICT and GSM) for Tier 3 clients.

• Prepare invoices for the post office distribution.
• Prepare sales orders for handsets and create quotations for handset sales.
• Process handset sales in Transact and issue handsets if required.
• Maintain customer contract files by organizing and storing all customer contracts in a systematic and accessible manner.
• Provide support during internal and external audits by supplying necessary contract documentation.
• Provide regular updates to the external team for bank statements reconciliation.
• Verify and process online payments.
• Monitor and prioritize incoming department service desk tickets to ensure timely resolution
as agreed by SLA.
• Prepare receipts for online payments.
• Log helpdesk tickets for payment reversals of incorrect payment applications.
• Perform any other job-related duties that may be required.
• Updating of customers’ details for corporate customers.
• Payment uploads to modules as mandated by the Finance Department.
• Processing customer payments for ICT, GSM services and any other business
solutions product in the Guyana market

• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Utilized ticketing system to track customer requests and prioritize urgent needs.
• Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
• Provided technical support for troubleshooting analytics and reporting issues.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Cross-trained and provided backup support for organizational leadership.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Trained new personnel regarding company operations, policies and services.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.