DENAYSIA CANNON

• Supported continuous improvement efforts by actively participating in code reviews and providing valuable feedback to developers.
• Managed time effectively while working on multiple projects simultaneously.
• Reduced production errors by conducting comprehensive End-to-End testing and Regression Testing.
• Collaborated with development teams to resolve defects and improve overall product quality.
• Increased collaboration between cross-functional teams through effective communication of test results and recommendations.
• Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing BRT perspective.
• Tested functional and compatibility of new programs or updates in comparison to existing applications.

· Works intimately with business owner/requestors or design architecture on understanding requirements and documenting requirements.
· Develops and documents billing solutions including process flows.
· Understands all order entry processes and procedures and business rules within the company.
· Works with Data Standards, requests data standard codes, and ensures we are following data standard guidelines.
· Performs analysis on billing systems, billing data, and processes in order to determine the best billing design and solution.
· Provides support for complex issues within our billing systems.
· Runs queries and pulls billing data to support analysis and billing design.
· Designs solutions for MEC (Master Enterprise Catalog) to support the Gateway system.
· Creates and documents billing system configuration guides.
· Perform other duties a requested by supervisor.

• Strategically schedule team members to maintain optimal staffing levels for expected customer loads.
• Help operators handle incoming calls and manage escalated needs with targeted resolutions.
• Preserve revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
• Evaluate customer information to explore issues, develop potential solutions and maintain high-quality service.
• Boost team spirit and performance by communicating clear service expectations and quality goals to each team member.
• Confer with senior management to handle and correct disciplinary or knowledge issues.
• Train, oversee and mentor new team members to strengthen performance and job expertise.
• Identify opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
• Plan schedules and workflows based on expected customer demands.
• Coordinate responses for key accounts, using business acumen and attention to detail to balance company and customer demands.
• Compile customer feedback and recommended service delivery improvements to management.

• Contributed to company achieving and holding industry-leading customer service ratings.
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
• Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
• Monitored employee performance and developed improvement plans.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.

• Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity
• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
• Managed high call volume with tact and professionalism
• Resolved service, pricing and technical problems for customers by asking clear and specific questions

• Time warner Cable - Charlotte Effectively managed a high-volume of inbound and outbound customer calls
• Addressed and resolved customer product complaints empathetically and professionally
• Gathered and verified all required customer information for tracking purposes
• Accurately documented, researched and resolved customer service issues
• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently