Administrative Support Agent - Pyramid Consulting (AT&T) - Richardson, Texas
(2025-07 - 2026-05)
- Maintained accurate records, reports, budget information, and workflow documentation to support operational efficiency.
- Generated comprehensive reports and processed vouchers to streamline administrative operations.
- Entered and updated data for schedules, reports, charts, and correspondence.
- Managed employee time reporting and record keeping requirements.
- Coordinated schedule updates for overtime, vacations, and appointments to ensure optimal staffing and resource allocation.
Customer Service Agent - Shield HealthCare - Carrollton, Texas
(2024-08 - 2025-07)
- Facilitated ordering of durable medical equipment and healthcare supplies for customers, ensuring timely delivery.
- Confirmed insurance coverage for Medicare, Medicaid, and private insurance, aiding in seamless customer transactions.
- Processed prescription renewals and authorization requests with providers and insurers.
- Coordinated inbound and outbound customer communications, adhering to quantity guidelines to enhance service efficiency.
Payroll Clerk - AT&T Mobility - Farmers Branch, Texas
(2014-09 - 2023-07)
- Maintained accurate payroll records and timecards for 250 employees, ensuring compliance and preventing payroll discrepancies.
- Processed PTO, unpaid leave, FMLA, disability, and leave of absence documentation, facilitating employee access to benefits and maintaining accurate records.
- Utilized Kronos, Sharepoint, IEX, VOA, and Infor systems for payroll administration.
- Ensured timely and accurate employee timekeeping compliance, supporting payroll accuracy and timely disbursement of wages.
Credit and Collection Analyst - AT&T Mobility - Farmers Branch, Texas
(2013-04 - 2014-09)
- Collected payments on delinquent wireless accounts and restored suspended services.
- Explained billing statements and processed account credits and adjustments.
- Consistently met monthly performance metrics and attendance expectations.
Life Line Processor Team Lead - DPI Teleconnect /Tag Mobile Compliance - Carrollton, Texas
(2008-06 - 2013-01)
- Led team of 10 employees, coordinating daily operational assignments to ensure seamless workflow.
- Conducted compliance audits and approved high-volume application processing.
- Managed weekly reporting and facilitated team meetings to enhance communication and streamline customer recertification activities.
- Oversaw multiple department projects, maintaining workflow accuracy to support operational efficiency.
Agent Relations Representative - DPI Teleconnect /Tag Mobile Compliance - Carrollton, Texas
(2007-06 - 2008-06)
- Provided technical support and account assistance to agents.
- Submitted trouble tickets and resolved account and payment issues.
- Assisted with wireless phone activations, airtime support, and payment processing.
Technical Support Representative - XO Communications - Dallas, Texas
(2006-12 - 2007-04)
- Managed technical support tickets for business communication systems, ensuring timely resolution of customer inquiries.
- Resolved customer issues with phone and credit card machines, enhancing user experience and satisfaction.
Customer Service Representative - Caremark - Richardson, Texas
(2005-07 - 2006-11)
- Assisted customers with prescription refills, claims status, billing inquiries, and payments.
- Updated customer profiles and maintained accurate records to support efficient account management and service delivery.
Customer Service Representative-Collections - Capital One Auto Finance - Plano, Texas
(2003-09 - 2004-04)
- Contacted customers to resolve delinquent auto loan accounts and facilitate payment arrangements.
- Updated customer records and coordinated seamless transfers to collections teams to ensure accurate account handling.
- Assisted customers with inquiries and resolved issues promptly.
- Managed customer accounts and facilitated payment processing efficiently.
- Educated clients on financing options and auto loan products thoroughly.
Customer Service Representative Team Lead - Telvista Call Center - Plano, Texas
(2000-08 - 2003-05)
- Lead customer service teams handling account setup, escalations, and training.
- Monitored calls and coached employees on systems and procedures.
- Supported customer retention and quality assurance initiatives.
