Veronica Carter
Charlotte,NC
Summary
Dedicated Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Adept in general accounting and finance transactions. Dedicated to identifying customer needs and delivering effective solutions to all problems. Excellent time management skills combined with a superior knowledge of the customer service industry, hardworking, and ready to join the team.
Overview
7
7
years of professional experience
Work History
Enterprise MACD Representative II
SPECTRUM ENTERPRISE
09.2023 - Current
- Effectively work types are accurate, complete, and compliant and entered CRM system
- Actively and consistently support all efforts to simplify and enhance customer experience
- Satisfy the needs of existing clients that are at risk of cancelling services or orders by processing orders, preparing correspondence, and addressing complaints
- Partner with clients to process requested move, add or change (MAC) activities, including Enterprise, small-to-medium business (SMB) and Resi-bulk product types that include upgrades.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
Enterprise Client Service Representative
SPECTRUM ENTERPRISE
01.2023 - 09.2023
- Assist clients with requests, including billing inquiries, credit adjustments, misapplied payments, authorized user updates and bill to changes
- Partner with order management and order fulfillment post-sale to ensure order entry activities are completed accurately and efficiently
- Conduct order management of post-sales and order entry activities to complete service orders
- Review and research client data to resolve client concerns and issues
- Identify discrepancies and request corrections to resolve contract and billing system inconsistencies
- Audit and update billing and CRM client data to ensure synchronous databases for reporting.
Billing Rep III
SPECTRUM
08.2017 - 01.2023
- Resolve client's billing-related questions while maintaining a peer average that meets or exceeds site goals
- Assist new hires as a progress partner
- Assist supervisor by helping with team meetings, and side seating with agents to provide guidance on how to meet their metrics.
- Promotion from Rep I to Rep II 02/21/20 - 02/18/21
- Promotion from Rep II to Rep III 02/19/21- 01/06/2022
Education
High School Diploma -
Bennett High School
Kingsport, TN06.2003
Skills
- Ability to Multitask
- Adaptability
- Teamwork
- Effective Time Management
- Communication Fast Learner
- Ability to Work Under Pressure
- Ability to Work in a Team
- Communication Skills
- Communications Management
- Research
- Microsoft Office
- Billing
- Case Management
- Salesforce
- CSG
- ICOMS
- JIRA
- New Hire Training
Languages
Spanish
Native or Bilingual
Timeline
Enterprise MACD Representative II
SPECTRUM ENTERPRISE
09.2023 - Current
Enterprise Client Service Representative
SPECTRUM ENTERPRISE
01.2023 - 09.2023
Billing Rep III
SPECTRUM
08.2017 - 01.2023
High School Diploma -
Bennett High School
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