Customer Support Specialist

Posted on: 2008-12-06

838 Colt Lane Conyers, GA 30012 678-463-7179 [email protected] Tawanda McCoy Objective To obtain a challenging position and a career in which my diverse experience and training will be fully utilized with opportunity for continued growth with an organization. Experience 1997 to present Avaya Inc Norcross, GA Customer Support Specialist, Trainer, Team Leader  Served as a Team Leader of 14+ associates in the absence of the manager  Examined customer accounts and coordinated efforts of 14+ associates with customer inquires including monitoring adherence to schedule and call handling times of the associates  Answering 50+ incoming calls in relations to billing, payments and orders  Managed collections process of enterprise and small business customer accounts  Responsible for analyzing customer’s telecommunication requirements for new sales  Responsible for reporting and analyzing potential revenue for maintenance on customer systems  Responsible for collecting money that is over 90 days on dedicated accounts. Collection Rate Turnaround 96%  Responsible for creating manual in supplemental training classes  Responsible for training over 300 customer support specialists Mar 1996 to Dec 1996 ASI Norcross, GA Data Analyst  Create databases in Access and Alpha 4.  Create and perform data queries and analysis  Compiles extracted data into user-friendly reports, tables and graphs Summary of Qualificatons  Over 19 years of customer service support  Knowledge and experience in collection process  Knowledge and experience as a trainer and team leader  Goal oriented & Result focused  Solid communication, creative and problem-solving skills  SAP R4.6, HTML, JavaScript, Dreamweaver, Adobe Photoshop, MS Office 2003, Window NT 4.0, Window XP, Professional SP2, Window Vista, Maestro(Citrix Platform), Voyager(Project MGT Tool) Education 1988 Robert Morris College Carthage, IL Computerized Business System Diploma 1990 Midstate College Peoria, IL Associate Degree in Computer Science Professional Membership Georgia Real Estate Agent President, Clayton County Challenger (Special Needs Children Program) Volunteer, Rockdale Recreation for Special Needs Children