Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Vanessa Howard

Dallas

Summary

Professional with extensive experience in customer service. Strong focus on team collaboration and achieving results. Adept at handling inquiries, resolving issues, and adapting to changing needs. Reliable with excellent communication and problem-solving skills.

Overview

11
11
years of professional experience
1
1
Certification

Work History

CSR - Customer Service Representative

Alorica
10.2024 - Current
  • Answer incoming calls, chats, or emails from customers regarding products, services, orders, or accounts.
  • Assist with product or service inquiries, billing questions, order status, returns, or technical issues.
  • Enter and update customer orders, returns, or account details in the system.
  • Investigated and resolved accounting, service and delivery concerns.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Implemented and developed customer service training processes.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Billing Specialist

Spectrum Communications
07.2023 - 09.2024
  • Generate and issue invoices based on contracts, sales, or service records.
  • Ensure all billing information is accurate and complete.
  • Apply appropriate rates, taxes, and discounts as applicable.
  • Monitor incoming payments and match them to customer accounts or invoices.
  • Reconcile billing accounts, resolve discrepancies, and ensure accuracy in records.
  • Post payments and update financial records in accounting or ERP systems.
  • Respond to customer inquiries about invoices, payments, or account status.
  • Assist with resolving billing errors or disputes in a timely and professional manner.
  • Follow up on overdue accounts or outstanding balanc

Retention Agent

ETech Communications
09.2021 - 06.2023
  • Enhanced customer retention by implementing targeted follow-up strategies for at-risk accounts.
  • Prevented potential account cancellations by addressing customer complaints effectively and efficiently.
  • Reviewed account histories and analyzed trends to anticipate potential attrition, proactively taking action when needed.
  • Implemented upselling techniques based on client preferences, generating additional revenue opportunities without compromising satisfaction levels.
  • Initiated proactive outreach to customers at risk of cancellation, leading to increased loyalty.
  • Analyzed customer behavior and data to identify trends and develop customer retention strategies.

Product Support Representative

Thomson Reuters Corporation
03.2019 - 09.2021
  • Provided expert product support, resolving customer inquiries and technical issues efficiently.
  • Collaborated with cross-functional teams to enhance product knowledge and service delivery.
  • Develop in-depth knowledge of the company’s products or services.
  • Stay informed about product updates, features, specifications, and benefits.
  • Serve as a go-to resource for product-related questions from customers or internal teams.
  • Gather customer feedback and report issues, bugs, or suggestions to the product development team.
  • Collaborate with R&D or engineering teams to suggest improvements based on customer insights.
  • Participate in product testing or pilot programs.

Customer Resolution Specialist

Bank of America
10.2014 - 03.2019
  • Respond to customer inquiries via phone, email, chat, or in person.
  • Identify the root cause of the issue and offer effective solutions.
  • Escalate complex issues to supervisors or other departments if needed.
  • Investigate customer problems using internal tools and databases.
  • Coordinate with other departments (e.g., billing, technical support, logistics) to resolve issues.
  • Follow up with customers to ensure resolution and satisfaction.
  • Log customer interactions and resolutions accurately in CRM or ticketing systems.
  • Report trends in customer complaints to management to help improve products/services.
  • Resolved customer inquiries and complaints efficiently, ensuring high satisfaction levels.
  • Analyzed customer feedback to identify trends and implement improvements in service delivery.
  • Provided exceptional support to customers by thoroughly understanding their needs and offering tailored solutions.
  • Utilized CRM software to track interactions and maintain accurate customer records.
  • Developed and maintained comprehensive knowledge of products and services to assist customers effectively.
  • Conducted follow-up communications to ensure resolution of issues and foster long-term relationships.
  • Identified and assessed customer's needs quickly and accurately.

Education

Associate of Science - Business Administration

Everest College
Dallas, TX
11-2018

Diploma -

North Dallas High School
Dallas, TX
05.2013

Skills

  • Excellent verbal and written communication
  • Problem-solving and multitasking
  • Proficiency in call center software and CRM tools
  • Attention to detail and data accuracy
  • Typing skills 60 Wpm
  • Knowledge of billing software (eg, QuickBooks, SAP, NetSuite)
  • Understanding of basic accounting principles
  • High attention to detail and accuracy
  • Analytical and problem-solving abilities
  • Team collaboration and relationship-building
  • Strong communication and customer service skills
  • Time management and organizational skills

Certification

  • Sales Manager Certificate
  • MCAS - Microsoft Certified Application Specialist

Languages

English
Full Professional

Timeline

CSR - Customer Service Representative

Alorica
10.2024 - Current

Billing Specialist

Spectrum Communications
07.2023 - 09.2024

Retention Agent

ETech Communications
09.2021 - 06.2023

Product Support Representative

Thomson Reuters Corporation
03.2019 - 09.2021

Customer Resolution Specialist

Bank of America
10.2014 - 03.2019

Associate of Science - Business Administration

Everest College

Diploma -

North Dallas High School

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