Keesha Bowden Email & Phone Number

Responsible for resolving customer complaints and customer inquiries. Ability to manage issues quickly by researching and resolving problems in a timely manner.•Process new customer accounts; maintain and implement changes to existing customer accounts.•Troubleshoot with other departments to resolve potential customer issues.•Process and maintain extensive customer orders via phone, fax and email. Input orders in a timely fashion.

Temporary position at BE Aerospace

Responsible for the coordination and administration of new customer accounts, as well as maintaining existing customer relationships.•Processed Return Material Request via company email proxy within a 48 hour turn around time period.•Compiled and emailed quotes to existing clients for approval.•Data entry for aircraft lighting parts to be replaced or scrapped in system.•Answered customer inquiry that may arise by phone or email on a daily basis.

Gathered, classified and interpreted data to provide insight into potential business issues.•Developed recommendations and alternative solutions based on assessment and understanding of operating environments.•Facilitated implementation of recommendations for Billing Assurance (BA) projects.•Introduced and maintained processes and reports, eliminating revenue-impacting errors on customer bills.•Implemented filing system for account contracts, enhancing efficiencies for auditing purposes, enabling quick referencing when needed and improving functions and communication with bulk departments.Keesha Bowden kcb5982@gmail.com PAGE TWO(Cablevision con’t)•Developed and maintained 100% order quality reports, ensuring customers were billed appropriately according to service subscription.

Analyzed, researched and offered feedback error assessments. Gathered productivity, quality, error assessments and troubleshooting reports on representatives, delivering recommendations and training as needed.•Performed audits on each team member, ensuring 100% order quality to customers.•Handled and resolved escalation emails sent by internal departments.•Sent weekly team statistics and productivity reports, ensuring team members met goals or coached as necessary for improvement.

Explained customers monthly billing statement including charges, prorates, credits, install fees, late fees, non-sufficient funds fees, pay-per-view restrictions and equipment charges.•Ensured all employee accounts were 100% compliant to business policy, maintaining compliance of report bill suppression, customer types, serialized assets, free codes and discounted rate code usage.•Maintained employee database, performing new hire transactions, move transfers, change of services and credits within 48 hour expected deadline.•Collaborated with billing and collection department, ensuring special projects were completed within targeted deadlines.•Investigated and documented account fraud and referred accounts to system security department, minimizing risk to company.

Assisted supervisor with productivity reports of representatives; monitored individual handling of customers. Processed credit card payments, handled customer inquiries, billing and change of services. Charged with installing new sales, cable TV troubleshooting, answering heavy call volume, internet troubleshooting, adding deleting sub accounts, setting-up service calls, IP address configurations and verifying settings for internet users.Explained customer account questions and received payments, increasing customer satisfaction and positively impacting sales revenue.Handled disgruntled customers requesting supervisor involvement, diffusing critical situations while settling complaints with mutually agreeable resolutions.Ordered and received currency from bank couriers (BC), enabling all representatives to perform functions efficiently.Ensured all cash handling procedures were handled correctly.Promoted to cable store representative, handling all customer contact information, payments, exchanging equipment and installation of customer accounts

Assisted supervisor with productivity reports of representatives; monitored individual handling of customers. Processed credit card payments, handled customer inquiries, billing and change of services. Charged with installing new sales, cable TV troubleshooting, answering heavy call volume, internet troubleshooting, adding deleting sub accounts, setting-up service calls, IP address configurations and verifying settings for internet users.•Explained customer account questions and received payments, increasing customer satisfaction and positively impacting sales revenue.•Handled disgruntled customers requesting supervisor involvement, diffusing critical situations while settling complaints with mutually agreeable resolutions.•Ordered and received currency from bank couriers (BC), enabling all representatives to perform functions efficiently.•Ensured all cash handling procedures were handled correctly.•Promoted to cable store representative, handling all customer contact information, payments, exchanging equipment and installation of customer accounts