Chuntel Anderson CSM

Experience

• 

  AT&T

  Sept 2000 - Oct 2015

  Customer Service Representative

  Team Lead, assisted team members with errors, orders, questions, and product knowledge.• Issued orders for simple and complex telecom services for the State of Louisiana, Large and Mid-Market Businesses customers.• Worked closely with other departments to process orders per customer's request. Negotiated billing inquiries, billing adjustments, customer complaints, and referrals of new billing services.• Conducted needs-based suggestions of AT&T products and services based on customer's requirements, including all documents needed to fulfill customer's specific requests. Show less

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  AT&T

  Feb 2016 - May 2024

  Delivered virtual coaching to agents throughout the Renz Organization through CREW chats.• Introduced Swivel Coaching, a comprehensive approach to order issuance and agent education, designed to enhance outcomes and boost overall customer satisfaction across all AT&T umbrellas, marking the first time such a comprehensive strategy had been implemented within the company.• Offered solutions to prevent repeated calls.• Facilitated meetings regarding processes and procedures to improve company guidelines.• Partnered with first level, second level and other CREW members to implement departmental changes.• Collaborated with workforce management to enter deviations and watch agent status in CREW. Show less SME for 40 plus reps in the office.• Increased company revenue to collect over $50,000.00 monthly!• Offered solutions to prevent repeated calls.• Exceed expectations daily and monthly by over 25% average!• Top collector!• Transfer rate less than 23% with company standards no more than 29%!• Facilitated meetings regarding processes and procedures to improve company guidelines.• Partner with first level M&P managers to implement departmental changes.• Partner with first and second level Loyalty man Show less

  • METHOD AND PROCESS PROJECT MANAGE

    Jun 2023 - May 2024

  • Collections Manager

    May 2021 - Jun 2023

  • Collections Representative

    Feb 2016 - May 2021