Customer Sales and Service Representative

Posted on: 2006-01-03

DEBORAH K. VAN BLAIR 2505 Oak Park Drive Belleville, Illinois 62221 (618) 233-4932 Objective: To utilize my knowledge and experience in a new and challenging arena. PROFESSIONAL WORK EXPERIENCE Responsibilities at AT&T, Illinois Bell and Ameritech: Ø Efficiently and accurately perform customer applications for new service, changes in service, moving service and disconnecting service through the computerized application process. Ø Probed customers with pointed questions to determine required and desired components of their service for a custom product. Ø Analyzed services or products that would benefit the customer given their responses. Ø Engaged customers to look beyond the obvious and persuaded them to purchase services they may not have intended to purchase initially by creating or illuminating a need. Ø Familiarized customers with new products and technology to which they might not yet be accustomed. Ø Convinced numerous customers to try VOIP (voice over internet protocol). Ø Acted as a liaison between technical groups, billing, other sales departments, repair, etc. and the customer based on their need or inquiry. Ø Demystified and evaluated customers’ bills. Explained what they were billed for and why. Ø Educated customers about government regulations and company practices. Ø Coached customers on ways to lower bills. Ø Facilitated bill credits when warranted or disallowed credits by following regulated procedures set by the Federal Communications Commission. Performance: Ø Earned “Paid for Performance” bonuses 75% of months eligible. Qualification for the bonus required making 116% or above of the sales target. Ø Garnered numerous, unsolicited customer commendations. Ø Invited often by various managers, not just my own, to attend focus groups that met with the Marketing Partners at AT&T Headquarters. Ø Interfaced in an unofficial capacity with our site liaison to apprize Headquarters of technical problems or complaints regarding goods or services. Ø Headed a committee that included management and non-management members whose purpose was to submit ideas on how to improve our jobs over a year-long project. Ø Chaired and conceptualized the first social committee to provided funds for office parties. Ø Started, wrote and edited a newsletter called “Bits and Pieces” that had statewide readership and was sponsored jointly by management and the Union of Communications Workers of America. Ø Sought out by managers to care for additional projects for them that required outstanding writing skills. Personal Self-Management: Ø Excellent written and verbal communication skills. Ø Flexible; work well as a team member and individually. Ø Hard worker; committed to efficient and productive operations. Ø Strong personal initiative; learn quickly to master job requirements and successfully accomplish assigned tasks. Ø Equally comfortable in mentoring and accepting ideas to improve myself. Ø Broad-minded; challenged by new ideas or ways of doing things. Ø Noted for exemplary attendance. Ø Creative; think “outside the box” and always looking for areas of improvement. Ø Self-aware but vigorously tolerant. Responsibilities at the Women’s Yellow Pages of Greater St. Louis: Ø Wrote and edited articles for bi-monthly newsletter, “The Catalyst.” Ø Researched information on the internet and from a variety of government agencies of interest and help for women business owners. Ø Wrote and edited articles, ads, and reference material contained in the annual publication of The Women’s Yellow Pages of Greater St. Louis. Ø Authored biographies of St. Louis area businesswomen spotlighted in the Women’s Yellow Pages. Ø Solicited ads from women business owners for inclusion in the Women’s Yellow Pages. Ø Co-hosted bi-monthly networking breakfasts for women business owners held at the Ritz-Carlton. Ø Arranged for dispersal of the newsletter and the annual publication; increased number of venders. EDUCATION Southern Illinois University at Edwardsville, Edwardsville, IL, Bachelor of Sciences in Mass Communication Belleville Area College (now known as South Western Illinois College), Belleville, IL, Associates of Arts in Psychology Belleville Township High School West, Belleville, IL, high school education WORK HISTORY 1978-2005 Customer Sales and Service Associate, AT&T, Town & Country, MO, 1999-2005 Junior Editor, Women’s Yellow Pages, University City, MO, 1997-1999 Operator Services and Customer Service Representative, AT&T/Illinois Bell/Ameritech (now SBC), Belleville, IL, and E. St. Louis, IL, 1978-1995 REFERENCES AVAILABLE UPON REQUEST