Business Care Manager

Posted on: 2006-07-12

Gwendolyn Hughes 35 Elliott Place East Orange, NJ 07018 973 673-1958 Home 973 668-7442 Cell [email protected] Objective Obtain a professional appointment that can utilize the knowledge and skills of a customer relations manager. Experience 2003-Present Cingular Wireless New York, NY Business Care Manager Manage large corporate accounts and oversee any billing, escalations or outstanding problems through to completion. Train new systems for self support to the customer(i.e. Premier, Win-CD)on face to face premise visits. Provide support for the sales team. Single point of contact for customers. Handle account projects for my assigned accounts regarding international service, rate plan changes, migrations. International Wireless Care/Technical Support Assist Cingular’s International Business/Corporate and Private Customers with their international traveling and dialing needs with specialized use of technical troubleshooting techniques, adding and removing features. • Daily management of client account inquiries such as billing, features and services. Analyze error reports to correct problem accounts. • Trainer for new hire classes providing specialized training for international services with a focus on international geography, trouble shooting techniques, Cingular international features. Using a strong focus on phone skills and customer service mastery. Utilized a variety of techniques to make the training period an enjoyable place to allow the students a comfortable learning environment. Trained in Roamware/White List processes for Country to Country calling. 1998–2003 Verizon New York, New York Internet Provider Specialist/Billing Manager :Enterprise Solutions * Manage accounts ranging from small businesses to multi-million dollar industries by overseeing the timely and accurate problem/resolution of varying billing issues. * Serving as a Single Point of Contact for my assigned Internet Providers for all of their business needs, such as, provisioning/repair and billing issues, ensure that outstanding customer service was provided to them. * Created and implemented the method and procedures that are currently being used for the set up and maintenance of Internet Provider accounts. * Manage special projects by analyzing large amounts of data using the extensive spreadsheets and forms that I created * Team Lead support and system maintenance. * Train and assist managers and associates on various Microsoft Office Systems, intra-company systems such as: CRIS, BOSS (NJ/NE/VA), express TRAK and Ebiz. As well as some IT administrator work. Residential Consumer Sales * Strong sales with a proven track record for stimulating new business growth, increasing revenues and profits. Managed over 250 consumer sales accounts across the New Jersey footprint on a daily basis. Customer account management * Extensive training in sales and marketing 1996–1997 Comcast Union, NJ Customer Account Executive * Perform opportunity screening, due diligence investigations to ensure the customer was satisfied. Extensive troubleshooting of problems to resolve system issues, to save the consumer money and time on installation visits. * Train/assist new associates in transitioning into the fast paced call center. 1995–1996 Pompton Nursing Home Suppliers Pompton Plains, NJ Medicaid Account Manager * Promoted to Medicaid Manager within three weeks of being hired. * Facilitated the successful reorganization of a division that was a loss leader. Restructured and implemented a new central focus of the Medicaid division and restored profitability. * Interviewed, hired and trained staff * Proficient in cost containment, strategic planning and market plan execution. 1994-1995 National Prescription Administrators East Hanover, NJ Pharmacy Enrollment Manager * Manage and enroll the legal contractual agreements into the Third Party Insurance Network for all of the pharmacies within the Continental United States and Puerto Rico. * Worked as team lead on special departmental projects. * Help desk support for 24 hour call center. * Review and processing of Insurance claims. * Extensive research capabilities for problem cases. Education Vernell University Middletown, NY Business Management, B.S. Essex County College Newark, NJ Pharmacy Technician Training, Certificate Synergistic Computer Learning Center, Certificate River Edge, NJ Microsoft Office Training Computer Skills Fully trained in MS Office applications such as Word, Excel and Power Point. Experienced in Lotus Notes, PeopleSoft, Netscape, Internet Explorer. Some IT experience.