Summary
Overview
Work History
Education
Skills
Accomplishments
Training
Timeline
Generic

Janice Tull

Stone Mountain

Summary

Dynamic sales professional with a proven track record at AT&T, excelling in customer retention and complaint management. Adept at resolving complex billing issues and driving performance metrics, I leverage strong analytical skills and effective communication to enhance customer satisfaction and achieve operational goals. Committed to delivering exceptional service and fostering lasting client relationships.

Overview

25
25
years of professional experience

Work History

Inbound Sales Consultant

Cable ONE
Phoenix
07.2024 - 05.2025
  • Maintained accurate records of all sales activities including contacts, follow-ups, quotes, orders.
  • Responded to customer inquiries regarding products, services, and pricing.
  • Ensured customer satisfaction by providing timely support after the sale was completed.
  • Built strong rapport with customers through active listening and understanding their needs.
  • Adhered to company policies and procedures when engaging with customers throughout the sales process.
  • Demonstrated a thorough knowledge of company products and services in order to effectively promote them to prospects.

Sales/Retention Specialist/Team Lead

AT&T
Atlanta
02.2000 - 05.2022
  • Identified root cause of call and corrected system issues and process failures that may have led to customer's services being disconnected in error.
  • Achieved operational objectives by contributing information and recommendations to preparing and completing action plans.
  • Responsible for handling and resolving customer complaints before reaching presidential escalations.
  • Responsible for retaining and generating new services in excess of $500,000.00 per year.
  • Examined, analyzed, adjust and explained complex billing on client accounts.
  • Monitored team progress and enforced deadlines.
  • Drafted action plans and led meetings with department representatives to review project status and proposed changes.
  • Maintained up-to-date Knowledge of AT&T policies and procedures for payments, activations, and disconnections.
  • Responsible for training agents on systems and procedures.

Sales Specialist

Orkin
Atlanta
  • Identified root cause of call and assist customers with the correct treatment to resolve their concern.
  • Set up appointments for specified pests.
  • Assist customers with additional services when necessary.
  • Assist customers with billing inquiries when necessary.
  • Listen to customers concerns and assisted accordingly.

Customer Service/Sales Specialist

Comcast
Dover
  • Supervised and coordinated the activities of employees recommending measures to improve performance and increase efficiency.
  • Provided quality customer service to ensure customer satisfaction.
  • Confer with management to identify, plan and develop methods and procedures to obtain greater efficiency.
  • Scheduled appointments and helped identify customer's needs.
  • Examined and resolved rate issues pertaining to disputed balances.
  • Provided customers with satisfactory conflict resolution regarding their services.

Education

Accounting

Woodridge Business Institute

Business Management

Bowie State University

Skills

  • Project Management
  • Customer retention
  • Billing resolution
  • Complaint management
  • Effective communication
  • Active listening
  • Product knowledge
  • Goal oriented
  • Performance metrics
  • Positive attitude
  • Microsoft office
  • Excellent written and oral communication
  • Problem solving
  • Analytical skills
  • Administrative background
  • Vendor management
  • Marketing and sales support
  • Customer Service
  • Account and customer billing
  • Advanced MS Office Suite Knowledge
  • Complex problem resolution

Accomplishments

  • Assisted with implementation of new processes and procedures which resulted in more cost-effective service.
  • Investigated and analyzed client complaints to identify and resolve issues.
  • Successfully trained staff in office systems and databases, policies and procedures while focusing on minimizing errors and generating superior results.
  • Exceeded corporate target for customer satisfaction for 7 months in a row, managed and assisted customers using AT&T call flow for each customer per 8 minutes.
  • Attended and completed Six Sigma green belt and rapid improvement events each in 30 days.
  • Demonstrated proficiencies in telephone, e-mail, fax and office activities within high volume environment.
  • Served as a Team Lead for 4 years.
  • Served as Acting Supervisor for 1 year.

Training

  • Six Sigma Green Belt Training
  • Six Sigma White Belt Training
  • Six Sigma Yellow Belt Training
  • PeopleSoft Training
  • BOCRIS, CPSOS, CCS Training
  • SYSTEM X, I STORE, TELEGENCE, CRT, CCTOOL, Training
  • RNS, SIEBEL, CRM, EBV, SOEG Training

Timeline

Inbound Sales Consultant

Cable ONE
07.2024 - 05.2025

Sales/Retention Specialist/Team Lead

AT&T
02.2000 - 05.2022

Sales Specialist

Orkin

Customer Service/Sales Specialist

Comcast

Accounting

Woodridge Business Institute

Business Management

Bowie State University

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Janice Tull