▫ Answer customer service calls, troubleshoot maintenance issues with residents to identified best means of resolution▫ Process service orders received via phone call, online or email ▫ Obtain and verify information to submit accurate service orders to vendors and SilverBay technicians ▫ Track service requests from initial contact to completion of repair, ▫Place follow-up calls to vendors and residents as needed, accurately noting work orders with updates and changes to ensure the maintenance issues are resolved to the resident’s satisfaction in a timely and cost effective way▫ Participates in meetings, using the information learned from team members to expand and improve job knowledge

*Was responsible for a wide variety of administrative functions with a focus on order processing and billing quality*Successfully managed an order validation process aimed at minimizing customer billing disputes and increasing customer satisfaction levels with AT&T billing by proactively identifying and correcting billing errors*Monitored identified billing errors to ensure adequate and timely resolution by providing coaching support to a team of 100+ Order Specialists by supplying corrective action plans and job aids.*Maintained the order validation database which assured accurate distribution of billing error notifications to the ordering teams*Distributed a weekly billing scorecard used by leadership to monitor team performance on error reduction*Conducted billing dispute analysis to identify the root causes and gaps within the ordering process *Acted as ID Coordinator which included processing ID requests for ordering system access, troubleshooting user ID problems, and completing quarterly Corporate compliance ID audits

*Successfully managed the implementation of customer service projects including data gathering, order processing and bill review which required significant organizational and time management abilities*Worked closely with customers and account teams tusing established company policies and procedures to set project expectations for service delivery and escalated situations through appropriate channels when needed to ensure on-time delivery of services*Conducted first bill reviews on all completed projects with a focus on ensuring accurate billing to obtain high customer satisfaction levels

*Dedicated customer and sales support for global and mid-market accounts, *Worked directly with customers and account teams to process service requests for basic and complex voice services*Investigated and resolved customer billing inquires. Followed company policies to process credit adjustments and refunds when required based on billing dispute investigations.