Heather L Barton

2303 S. Vaughn Way Cell: 303-356-6712

Aurora, Colorado 80014 Heather.Barton@yahoo.com

Professional Customer Service Representative offering:

* 10+ years of experience providing customer support in busy call center environments.

* An unwavering commitment to customer service, with the ability to build productive relationships,
resolve complex issues and win customer loyalty.

* Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively,

and use tact and diplomacy to find common ground and achieve win-win outcomes.

Santander USA (Chrysler Capital), Centennial, CO 07/2017 – Present

Early Stage Collections
 Take inbound calls to set up payment arrangements, take payments and answer account questions.
 Make outbound calls to collect on past due payments.

Convergent (Verizon), Highlands Ranch, CO 12/06/2016 – 06/23/2017

Customer Service Representative
 Take inbound calls to answer billing questions, resolve billing inaccuracies, take payments.
 Find resolutions to unmet expectations, connect with appropriate internal departments for issue
resolution.
 Provide account information, analyze best plan options, provide service feature suggestions.
 Offer preliminary technical support, connect with appropriate internal departments for issue resolution .

Sprint, Englewood, CO 08/2005-04/2016

Customer Service Representative
 Give self-help options for enquiries and provide information about goods & services.
 Answer questions about account to help better understand the services being billed.
 Make payment arrangements for customers and handle billing disputes.
 Research and follow up to resolve customer complaints and increase satisfaction.

Sprint, Englewood, CO
Back Office
 Review and provide proper placement of automatically generated reports associated with phone orders
or account changes.
 Process requested account changes.
 Issue credits to business accounts for contractual discounts on products.

Sprint, Englewood, CO
National Sales Support
 Take calls from dealers and internal departments seeking assistance for customer with account.
 Resolve concerns about company products & services.
 System troubleshooting of cell phones with regards to proper activation and receiving of the network
service.
 Computer system resolutions for customer equipment and company software.

First Horizon Merchant Services, Englewood, CO 02/05 – 07/05

Appointment Setting

 Assigned to contact new clients to schedule an appointment to install a new credit card machine
to allow the business to process credit card sales.

MCI, Denver, CO 06/03 – 01/05

Fraud Credits Coach

 Process claims of reported fraudulent activity regarding customer phone accounts.

 Investigate and verify reports of unauthorized activity.

EDUCATION

Littleton High School

Littleton, CO

I have added experience in Retail as Cashier Sales, handling, when necessary, returns after sales that
has given me face to face customer service experience.