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[2016]
[Charter
Communications]
Charlene Stokes
Ability to adapt to changing situations with the discernment
Proven ability to work with all levels of staff
Extensive Customer Service experience in various settings
Exemplary communication skills, both written and verbal
Highly organized with an enthusiastic & positive attitude
Proven ability to work under pressure and meet deadlines

Charlene T. Stokes
212 Two Gait Lane Simpsonville, SC 29681 Bloomingsummer1981@gmail.com 864-329-5415
PersonalStatement:
I am a friendly, loyal and dedicated individual that acts as a role model by demonstrating strong
communication skills, work ethics and sound judgment in the application of policies, procedures and
guidelines.
Am able to work independently and make decisions in a team-focused environment. I am seeking a position
where I can develop myself to be a betterleader and drive others to their fullest potential.
Work Experience:
Sales Support
Charter Communications Greenville, South Carolina (October 2013 – Present)
Sales Support main goal is to do everything we can to allow the customer to have a better customer experience with
Charter which includes, but not limited, to the following:
 Managed testingcycles, includingtestplan creation,developmentof scriptsand coordinationof user acceptance
testing.
 Entered numericaldatainto databases in atimely and accuratemanner.
 Produced monthly reports usingMicrosoftOffice.
 Organized forms, madephotocopies, filed recordsand preparedcorrespondenceand reports.
 Cross-trainedand backed up other customer servicemanagers.
 Assumed ownership over teamproductivity and managed workflow to meet or exceed quality servicegoals.
 Facilitated inter-departmentalcommunicationto effectively providecustomer support.
 Trained staff on operating procedures and company services.
 Identified individual development needs with appropriatetraining.
 Followed-through on all critical inter-departmental escalations to increase customer retention rates.
 Resolved associate, tool and service delivery issues revealed by statisticalreports.
 Effective liaison between customers and internal departments.
 Cancelation of past pending orders.
 Completion of installed orders.
 Add/remove necessary fees to customer account as needed for billing corrections.
 Become mediator between customer and dispatch to resolve any quota/construction issues.
Sales Representative
Charter Communications Greenville, South Carolina (Nov 2012 – Oct 2013)
Maximize sales opportunities by effectively answering and handling inbound sales calls in an effort to acquire new
customers, and solicit existing customers by selling them additional products and services
 Establish and maintain a high level of customer satisfaction, professionalism and courtesy during all sales
transactions.
 Consistently meet or exceed weekly and monthly sales activity goals by utilizing sound telephone based
selling techniques.
 Respond to inbound sales calls promptly and efficiently, as outlined by the required call handling metrics, to
include productive time, schedule adherence, handle time, after call work, etc.
 Effectively and efficiently sell products and services to prospectivecustomers and maximize additional
revenue from existing customers by selling incremental products and services through use of recommended
sales techniques. Identify and maximize up selling and cross selling sales opportunities.

 Ability to learn and master order processing billing systemregarding all aspects of new sales order entry,
order inquiries, and other tools and functions as they relate to the inbound sales function.
 Have a full understanding of and consistently demonstrateproficiency at explaining all products and services
to existing and prospectivecustomers.
 Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging and products in an effort to
discuss side by side comparisons of Charter’s and competitors’ products and services. Promote and
communicate current marketing campaigns and promotions.
 Work with other departments, as necessary, to resolve customer issues.
 Perform other duties as required by supervisor.
Retention Representative
Charter Communications Greenville, South Carolina (June 2009 – Nov 2012)
Care for and retain Charter customers by responding to inbound disconnect/downgrade calls in a continuous effort to
retain customers. Job duty includes, but not limited to, the following:
 Responds to inbound disconnect calls promptly and proficiently.
 Provides high level customer service in a courteous manner.
 Retains products and services for existing customers.
 Answers questions pertaining to billing disputes and service complaints of voluntary disconnects, customers
surveyed or otherwise contacted by telemarketing.
 Process orders for new service, existing service, and saved accounts. Process credit card payments. Tracks
and reports results of retention efforts.
 Performs other duties as requested by supervisor.
Senior Customer Service Representative
Verizon Wireless Greenville, South Carolina (Jan 2002 – Feb 2008)
The primary responsibilities of this position are inclusive but not limited to:
 processing of customer name changes, along with handling varying call types fromthegeneral care 800#, as
business needs require our support
 work together with other representatives to promote an environment of offering 100% customer satisfaction
and the ability to handle large volumes of work while maintaining the focus on the customer
 explain wireless service to existing and/or prospective customers and recommend changes to accounts
 maintain accurate billing records and process changes accordingly
 provide necessary follow-up on customer accounts/issues
 provide Tier 1 Voice/DATA troubleshoot callers as well as support customers who usewireless data products
and services
 giving customer service to irate customers while maintaining a professional attitudeand getting them to
retain their services
Education:
High School Diploma (Aug 1995 – June 1999)
Wade Hampton High School Taylors, South Carolina
Achievements:

I have done UAT Testing for CSG/Adrenaline to see that Adrenaline is receiving the orders through the fulfillment
flow as required. Have had a helping hand with approvingpolicies and procedures for thecompany for EMTA Testing
for converged modems as well as order entry for the swap process.Received experience in being acting supervisor
when they are not available such as floor walking, taking escalation calls, and assisting representatives with questions
that may arise. I am captain over a team of 6 whom comes to me for assistance with back office issues and still
maintaining to do my daily work. Also have submitted coaching feedback to assure representatives and some
supervisors in different departments are aware of the correct policy and procedures.
I was October MVP for back office winning with 33% of thevotes from the Team. Some of the feedback left by my
peers was:
o Great leadership skills. First priority is the Company’s needs
o Never complains about helping despiteher getting called in 10 different directions
o Exceeds expectations of leadership
o Takes time out of her day to train
o Always tryingto find the answers when needed, even if she doesn’t have it available
Skills and Key Competencies:
o verbal and written communication skills
o listening skills
o problem analysis and problem solving
o customer service orientation
o organizational skills
o attention to detail
o judgment
o adaptability
o team work
o stress tolerance
o resilience
o MSOffice

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