Toni Collins
Customer Service Rep/Retention Specialist
Troy, MI
Work Experience
Administrative Assistant
March 2011 to Present
•Maintain on-site accounts by keeping track of the incomes and expenses
•Perform basic office duties filing, faxing and phones
•Ability to prepare estimates for future projects
•Responsible for hiring sub-contractors
Customer Service Rep/Retention Specialist
January 2009 to January 2011
Warren, MI
Customer Service Rep/Retention Specialist
• Consistent retention rate of 70 percent of clients with cancellation request
• Received 70-80 calls from current customers wishing to discontinue their Onstar service
• Addressing specific questions customers may have regarding service or their bill
• Using product knowledge and charisma to convince customers to keep services active
• Navigating through multiple screens and following necessary steps to log each call
• Always performing with a high level of integrity and professionalism with each and every call
• Updating customer accounts and new subscriptions
Customer Service/Sales Rep
June 2005 to January 2008
Generated repeat business through successful client follow up • Worked with new customers in the development of new accounts and the implementation of new systems
• Utilized SAP to perform routing audits to insure timely delivery and reschedule routes when necessary
• Accounts receivables, collections and billing
Education
Bachelors of Science in Business
Skills
Proficient in Microsoft Office Suite; Outlook ; SAP, 3.0, CCTS, OPCV4, ACRM, Resolving customer complaints and concerns, Developing strong rebuttal strategy, Product research. Customer service areas: Large office, Call Center and Retail, Ouick books, Construction Estimator and Structural Graphics Software.
