U.S. Cellular's call center was purchase by Xerox and I maintained the same job responsibilities as a vendor partner

I respond to customer questions or concerns via Facebook, Twitter, Better Business Bureau, postal mail and by e-mail correspondence.I research and resolve escalated billing issues. I negotiate overages, miscellaneous charges, and monthly cost of services with customers. I was selected to work on a special project to help create a strong social media presence on Facebook, Twitter, and other social media outlets.I was involved with launching a new department and assisted with creating the job responsibilities for the Action Response Team. In this position, I processed surveys from customers who indicate a high level of dissatisfaction and reported their concerns to the appropriate stakeholders. I contacted customers who completed a survey by phone to help understand more about their complaint and to see what actions needed to be done improve their experience. I acted as a liaison between the company and the customer until their complaint was fully addressed.

I directly worked with customers to determine their wireless needs and recommended the appropriate products and services.

I enrolled in a comprehensive management training program that covered all aspects of retail management.

I created and developed a positive living environment designed to link a community of residents and faculty, often geared towards resolving conflict among peers.