Debra Pollock ♦ 60 Saint. Nicholas Ave ♦ New York, NY 10026
♦Tel: 646-423-9022 ♦ Email: [Send email using form at bottom]


EXPERIENCE  
Account Services Retention Specialist 
 Sprint Nextel, Elmsford, NY								 4/2008 - 1/2010

•	Received inbound calls to re-sell the benefits of product and services to
reduce customer churn while retaining business and individual customers through
rate plan analysis' and retention promotional offers to offer expense reductions.

•	Met and maintained required performance metrics such as retention sales
attainment, call volume of 30+ per day, call handle time, and issue resolve
scores achieved individually on daily and/or monthly basis. 
•	Addressed and resolved inbound calls relating to invoice billing
discrepancies, network coverage and service conflicts, and equipment issues; and
if necessary, communicating with other departments in efforts to achieve customer
resolution and satisfaction.  

Direct Resolution Representative
Broadview Networks, Rye Brook, NY							10/2007 - 4/2008

•	Respond to inbound requests (calls, emails and faxes) from Direct Sales
Representatives, Managers, and Directors regarding their Customer’s phone service
(long distance, local, international, calling cards, features, billing, DSL,
data, etc).   
•	Maintain accurate records of Customer troubles and provide timely updates to
both the Customer and the Direct Sales.  Representative of the status until the
problem is resolved. Work with the Customer and any third parties until
satisfactory resolution has been accomplished.

Information Specialist
Avon Products, Inc., Rye, NY								7/2006 - 7/2007

•	Responded to 70+ daily inbound calls utilizing Siebel systems for data input
and retrieval of account information and product availability.
•	Searched and located product line numbers for pricing inquiries and order
placements and communicated via email or fax usage instructions and policy and
procedures. 
•	Conducted follow-up calls to take action on calls/emails concerning complaints
relating to product usage.  Documented call type and steps taken to resolve
query.

Customer Relations Coordinator
Cablevision Systems Corp., Stratford, CT							3/2005 - 3/2006

•	Answered 80+ daily inbound calls to communicate with subscribers to provide
assistance with product availability, compatibility, and usage. 
•	Utilized CRM systems to update account information and retrieve account
related data to manage service requests, order placement, service appointments,
process payments, and addressed billing concerns to negotiate satisfactory
payment terms to avoid service interruptions. 
•	Offered pre-sales consultation on product usage and compatibility and
associated costs to achieve customer satisfaction and transition to sales team.
Provided troubleshooting assistance and manage customer complaints in a timely
and efficient manner.
 
(Cont’d)


Debra Pollock ♦ 60 Saint Nicholas Ave ♦ New York, NY 10026 ♦
Tel: 646-423-9022 ♦ Email: [Send email using form at bottom]


Account Services Representative
AT&T Corp., Atlanta, GA									2/2002 - 2/2005

•	Received and placed 60+ daily inbound and outbound calls from/to current and
prospective customers to consistently open new accounts & increase sales by
marketing and selling AT&T products and services by conducting current usage and
cost analysis to offer comparable savings.
•	Managed Siebel CRM applications and systems for product/incentive data
retrieval, sales order placements and processing of sales and service requests to
establish new customer accounts and the maintenance of existing customers to
evaluate their needs, and wants and determine fitting solutions such as benefits
of service, usability, and reliability associated costs.
•	Achieved daily, weekly and monthly sales/productivity quotas of 1 sale or 25
contacts per hour through direct sale, up-sale, cross-sale and customer retention
strategies for all targeted territories and products. Met and exceeded individual
sales goals and objectives by 80% every month. Successful monitoring and
transitioning to complete all sales transactions.

Legal Document Processor
Pitney Bowes Management Systems (NY)						2/1999 - 1/2002

•	Proofread documents to ensure completed work product was in accordance to the
client specifications, and confirmed and approved all completed jobs before
client distribution. 
•	Utilized Itrac and Etrac to input work orders and monitored work order
production status’ to ensure delivery of time-sensitive work products. 
•	Consulted with client’ and staff to negotiate appropriate delivery time to
meet client’s needs.

SKILLS
Data entry:  7800 ksph; Typing skills:  45 wpm.
Microsoft Office Suite – MS Word XP, MS Outlook Express, MS Excel
Lotus Notes 7, Internet Browsers

EDUCATION
A.A.S., Accounting, 1997, Borough of Manhattan Community College, New York, NY

AWARDS AND RECOGNITION
Customer Commendation Service of Excellence Award June and October 2008, March
thru July of 2009 for outstanding Customer Service and Issue Resolve
Performance for Excellence Award, June & November 2002, July 2003 and July 2004
Steps to Effective Order Recognition Award, November 2002 and February 2003
Customer Commendation Certificate of Excellence, January, 2004, November 2002
for providing outstanding customer service.