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Carolyn Anderson

Expertise In: Neurology,
Name : Carolyn Anderson
Experience : 7
Specialty : Neurology,
Location : Redford,MI
Description :

Professional Summary:

  • Detailed-oriented client service representative with strong written and oral communication skills
  • Successfully cultivated and maintained client relationships in a call center environment
  • Focused on resolving customer conflicts by demonstrating empathy and intent listening abilities
  • Researched and resolved customers’ issues to prevent customer churn, improve customer satisfaction, and exceed company operational metrics
  • Managed inbound escalation calls, complex billing questions, coverage and network concerns by applying company principles and guidelines
  • Reconciled disputes and escalation requests, which included account modifications, fraud, discretionary credits, promotional and equipment issues
  • Consistently met CSAT requirements by providing exceptional client support and service
  • Educated clients on the functionality of the company’s products and services
  • Placed outbound calls to clients to discuss rate plan promotions, contract terms and product updates
  • Trained and mentored new-hire representatives on company processes
  • Served as single point of contact to customer with complete ownership and accountability for matrix management of the customer lifecycle
  • Worked directly with customer, outside vendors, sales, network and operations departments to create solutions for the customers’ changing demands
  • Exceptional interpersonal, customer service, liaison and follow-through skills
  • Self-directed and able to prioritize and meet multiple deadlines
  • Focuses on solving conflicts and listening to others without interrupting
  • Utilized company’s proprietary databases and Microsoft Office Applications, such as Word and Excel to produce company and client reporting

Work Experience:

1. Sprint Communications, Farmington Hills, MI
    Duration: 2006 - Oct. 2013
    Designation: Dedicated Care Representative

2. Sprint Communications, Farmington Hills, MI
    Duration: Dec. 2013 - Present
    Designation: Sr. Sales Escalation Representative

3. Sprint Communications, Farmington Hills, MI
    Duration: Dec. 2012 - Aug. 2013
    Designation: Sr. Specialized Care Representative

4. Sprint Communications, Farmington Hills, MI
    Duration: Aug. 2011 - Sep. 2012
    Designation: Special Project Representative

5. Sprint Communications, Farmington Hills, MI
    Duration: Dec. 2009 - Dec. 2013
    Designation: Retention Representative


  • Graduated from Cooley High School, Detroit, MI
  • College Preparatory

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