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T Mobile Usa Inc - Solution Center Specialist Resume Example

Isabella Reed
XXX XXXXX XXXXX, Birmingham, AL 35209
Ph: XXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXX
Objective
Establish a career with one of the worlds most admired companies such as American Express. Assuring that quality customer care is provided, my expertise and genuine concerns will benefit mutual growth and success.
Skills
  • Avaya
  • Samson
  • Streamline
  • Remedy
  • Outlook
  • Microsoft Office Suite
  • Mainframe
  • Millennium
  • Web View
  • CRT
  • data entry
  • cataloging
  • excellent computer skills
  • customer service
  • office experience
  • problem solving skills
  • disputes resolution
  • personal balance
  • irate customers
  • self-motivation
  • willingness to learn
  • communication skills ( verbal, written, listening)
  • analytical/ research skills
  • flexibility/adaptability
  • managing multiple priorities
  • interpersonal abilities
  • planning/organizing
  • strong attention to detail
  • team player
  • honesty/integrity
  • dependability/responsibility
  • professionalism
  • self-confidence                                         
Experience
Solution Center Specialist Oct 2013Present T-Mobile USA Inc Hoover, Al
  • With direction from the SC Leadership, the Solution Center Specialist assesses highly escalated customer issues and present dynamic resolutions on short/unprepared notice. 
  • Help identify call handling opportunities and provide feedback/best practices to prevent future escalations. 
  • The resolution expert within the center. For that reason, all customer concerns escalated to the SCS must be fully researched and completely resolved, whether in the customer's favor or in protection of the company.
  • Possess knowledge/skill in all areas/departments within the company to ensure that the customer's questions are answered both efficiently and accurately. 
  • Required to assist with a customer resolution/escalation outside of normal business hours, so they must be flexible with their schedule and able to make changes in order to accommodate an urgent customer request.
  • Interact one-on-one with site leadership to address and resolve customer's concerns, also are responsible for interface and communication with Solution Center Specialists across the enterprise.  
  • Responsible for resolving complaints that are forwarded back to the center by local or national teams. 
  • Have the ability to divert from company policy in order to resolve a customer's concerns. Additionally, SCS may provide vital input surrounding change to company policy, and provide numerous reports to determine if a specific policy benefits the company and the customers. 
  • Responsible for tracking issues resulting from policy gaps/escalations  
Financial Care Representative May 2012Oct 2013 T-Mobile USA Inc Hoover, Al
  • Provides customer satisfaction through effective and timely resolution of a variety of customer inquiries and billing disputes. Builds customer loyalty through timely and effective one call resolution
  • Collects payments on past due accounts and negotiates payment arrangements.
  •  Uses resource documentation for reference and the automated and training tools provided to deliver exceptional customer service. 
  • Meets department productivity and quality standards.
  • Appropriately disburses adjustments and account credits in accordance with T-Mobile policy. 
  • Completes training requirements to stay current on existing and new systems and products, to grow skills,and to maintain proficiency on company values and organizational requirements. 
Customer Care Professional Apr 2008Jul 2010 Sitel Birmingham, Al
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
  • Solicit sales of new or additional services or products.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Customer Care Professional Mar 2006Aug 2007 Teletech Fairfield, Al
  • Calculate premiums and establish payment method.
  • Explain features, advantages and disadvantages of various policies to promote sale of insurance plans.
  • Confer with clients to obtain and provide information when claims are made on a policy.
  • Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Review insurance policy
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Education
High School Diploma May 2005 E.B.Erwin High School Birmingham, AL
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Resume Details

This is a real resume for a Solution Center Specialist in Birmingham, Alabama with experience working for such companies as T Mobile Usa Inc, Sitel, Teletech. This is one of the hundreds of Solution Center Specialist resumes available on our site for free. Use these resumes as templates to get help creating the best Solution Center Specialist resume.

Previous Companies:

  • T Mobile USA Inc
  • Sitel
  • Teletech

Previous Job Positions:

  • Solution Center Specialist
  • Financial Care Representative
  • Customer Care Professional

Schools:

  • E.B.Erwin High School

Level of Education:

  • High School Diploma

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