Roberta Squire Email & Phone Number

Cleveland/Akron, Ohio Area

Provide Tier 1 support with Video, Internet and Home Telephone service. Not limited to assist with general billing, and or sales support. Handle the Daily Customer Satisfaction survey spreadsheet results to Management for further coaching to my peers. Also assist with order entry error including upgrade and downgrade of service.

Generated an average of 35 calls per hour, incoming and outgoing to customers who are delinquent on their accounts, took incoming payments and restored service when appropriate. Upgraded service to customers by selling additional products. Posted incoming payments and provided daily bank deposit slip. Applied adjustments to existing accounts and worked with credit agencies. Researched customers' accounts and worked with outside vendor to obtain needed information to collect Cox equipment on closed accounts, reducing company bad debit. Negotiated payment arrangements on delinquent accounts to ensure customer satisfaction while maintaining necessary quotas and meeting quality and productivity goals. Utilized the bankruptcy laws and worked closely with credit agencies, ensuring proper adjustments were placed on current and former customers' accounts.

Supported two Managers and Vice President of the Business Operations department. Prepared timesheets, vacation requests and/or other related requests for >30 employees. Arranged team meetings, department meetings and one-on-ones. Maintained all communication with outside branches on the launch of a new software upgrade. Prepared time studies to better implement efficiency for >30 associates. Assessed associate audits to analyze processes being utilized. Increased productivity and efficiencies for the bank and reduced overtime. Reduced amount of paper and storage for the department by first organizing over 200 banker boxes for transmittal to Iron Mountain software; subsequently trained the associates to transfer data to website and acted as website gatekeeper for the department. Acting as special liaison, reduced aging by >30% by creating a special email to trace correspondence between Bank and internal customers; consistently reported results captured on spreadsheet I created to VP of Business Operation. Assisted in the disaster recover plan for Business Operations department, while working closely on designing and implementing plans with other departments. Reduced the risk of losing all communication with other departments within the bank.

Maintained monthly spreadsheet on equipment, office supplies and other related items. Purchased daily needs of the operations to maintain all departments' needs and requirements. Handled daily bank reconciles. Prepared daily results of returned payments from customers.; Support Service Coordinator, continuedCreated and implemented a first time ever procedure for open and closed accounts that belonged to customers in Bankruptcy, impacting customer retention, ensuring revenue and creating critical efficiencies. Initiated and subsequently organized effort to create recycling within the organization by evaluating various vendors and presenting results to management; management approved project and it was implemented company-wide also recovering lost revenue. Provided backup to Executive Administrative Assistant to the General Manager and several Vice Presidents of various departments. Furnished travel arrangements, scheduled all meetings for General Manager. Highly trusted to maintain strict confidentiality regarding staff compensation/commission, human resource issues and sensitive business decisions. Acted as Captain to Employee Advisor Committee charged with creating activities to boost employee moral; achieved outstanding success and accolades from General Manager by managing a series of events that included "Day at the Zoo," "Casino Night" and "Ice Cream Socials." Analyzed and traced warehouse inventory on equipment by creating a complex Microsoft Excel spreadsheet ensuring accountability. Successfully initiated and managed records storage program that automated and restructured the process for the first time.

Purchased all office and warehouse supplies. Acted as Quality Assistant and Human Resources Administrative Assistant. Accounts Payable/Receivable. Prepared documentation for shipments to corporate office in Canada. Supported education by working for Tony Pinzone at the West Side Market

EDI and Internal Auditor. Acted as liaison between Northcoast and client companies. Processed daily billing, prepared sales quotes and followed up. Accounts Payable and Receivable. Prepared NAFTA Shipping Documents.