Marlon Hampton Email & Phone Number

Chattanooga, Tennessee Area

Company known by the quality of their customer relations. EPB relies on a group of dedicated individuals – with diverse experiences, perspectives and cultures – to provide excellent customer service and create sustainable value for our customers every day, every hour.- Maintain billing inquiries and service requests - Explaining electric and fiber optics charges to our customers - Offering service and energy conservation advice - Explaining company policies, procedures and government regulations as they relate to customer billing and service- Position EPB as provider of choice- Sell appropriate items during contacts with customers.- Perform quality analysis via telephone for EPB's voice, video and Internet services. Focus is on 100% customer satisfaction, and demonstrated through talking with customers, clients, contractors, and vendors about products and resolving their issues and/or problems

Increase departmental interaction between Local exchange carriers and whole resellers.- Help identify repair issues on local and long distance plans and services.- Make callbacks and follow-up in a timely manner. - Take incoming calls, maintaining an appropriate call volume in keeping with the standards for the departmentInput all information from calls into a trouble ticketing system.•Work with ILEC, other CLEC’s, customers, vendors, and internal departments to ensure service is restored in an expedient and satisfactory manner for all parties concerned•Provide technical and administrative assistance to field technicians and other interrelated departments.•Interface with customers and other departments, i.e. customer care, order management, dispatch and the NOC to ensure complete customer satisfaction and timely closure of service requests. Escalate issues with all carriers in resolving commitment dates.•Utilize exemplary customer interfacing skills during all interactions with customers•Ensure the customer service experience is completed accurately within company-defined time constraints and/or service level agreements (SLA). This includes the testing of ILEC facilities for the purpose of timely trouble isolation•Contact customer daily on every ticket worked.•Identify and isolate troubles to Access and or ILEC facilities in a timely manner.•Adhere to established Access and ILEC guidelines for trouble reporting and escalation procedures.•Strong knowledge in how to view Customer Service Records (CSR) and how they relate to the customers’ repair issues.•Strong knowledge of telephony voice features and how they work. (i.e. Voicemail, CallerID, Call Forwarding, Call Waiting, etc.)

-Takes orders by obtaining and verifying information. -Enters orders by transmitting information. -Provides product/service information by answering questions; offering assistance. -Maintains call center database by entering and verifying information; updating contact log. -Improves quality results by recommending changes-Trained all call center new hires in company polices, procedures, and sales-Manage call center and answer questions.-Take calls that your agents can't handle and be available when an agent appears to need assistance.-Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.-Motivate and encourage agents through positive communication and feedback -Effectively built a call center culture, responsible for on-the-floor activities, and was available to assist agents while they are "on-the-floor -Review the past week's events, including statistics, results and industry news.-Disseminate new product information to the agents.-Discuss a sales theme or point-of-interest topic for the agents.Introduce new staff members.-Present commendations and awards.-Communicate company information.

-Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas.- Work in one or multiple queues/skill sets over various customer contact channels.-Responsible for improving customer retention through programs and service provided to the customer.-Utilizes mechanized systems to initiate and complete service orders and handle customer requests.-Continually maintain working knowledge of all company products, services and promotions.Make recommendations according to customer's needs on features, accessories, upgrades and rate plans.-Utilize operational systems to process purchases of Covista products and services; i.e. collections, payments for telephone bills

Chattanooga, Tennessee Area

- Receives requests by mail, telephone, or in person regarding insurance claims/policies.- Responds to inquiries from policy holders, providers and/or others for information and assistance- Review and authorize payment to physicians, hospitals, pharmacies, and other medical providers of medical and pharmacy charges- Provide back-up support to the Provider Relations Representative as needed which includes processing payments for medical services and procedures submitted for employees involved in on-the-job injuries. Documents such in claims software.- Knowledge of medical billing, medical terminology and ICD-9 coding- Ability to understand and interpret policy provisions

Chattanooga, Tennessee Area

-Deliver customer service to internal and external customers by answering customer calls, customer issues, and selling leading edge entertainment products.- Maintain work performance in line with call center productivity and quality standards- Assist our Call Center in achieving required goals and industry requirements- Handled billing issues for consumers, took customer payment ,collections.- Met and exceed regular performance metrics, productivity goals, and quality standards.-Supervisor Lead for service department. - Troubleshoot cable data products; VOIP, Cable digital devices, modems, and routers.- Top Product sales Earner; HBO, Cinemax, Showtime, Starz

Knoxville, Tennessee Area

- Sold company products to customers- Avis, Alamo, Days Inn, Ramada Inn,etc-Membership programs: Comp-U-Card, Shopper’s Advantage,AutoVantage,Traveler’s Advantage-Responsible for managing the travel reservations of our clients from their initial request to completion-Arrange all elements of business travel and includes coordinating airline, hotel, car rental and other travel needs-Understands and communicates the company travel policy to ensure compliance.

Bachelor Of Business Administration (Bba), Business Administration And Management, General

Education record