Experienced Customer Account Specialist – Telecom & Retail Focus
Liam O'Connor
Professional Summary
Customer Account Specialist with 6+ years managing telecom and retail accounts, skilled in dispute resolution, billing accuracy, and regulatory compliance. Proven track record driving 14% revenue growth through upselling and excelling in high-volume customer support environments.
Work Experience
Customer Account Specialist at Velocity Mobile
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Manage 250+ active accounts ensuring billing accuracy and issue resolution; handle 80+ daily contacts across channels. Coordinate escalated issues with tech and billing teams, maintaining SLA compliance. Drive 14% revenue growth via upselling. Partner with compliance team to enforce FDCPA and UDAAP standards. Achieved top customer satisfaction and first-call resolution awards in 2022 and 2023.
Client Services Representative at MetroTech Retail Connect
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Provided multi-channel telecom and smart device support for East Coast customers. Processed service upgrades, contract renewals, and billing inquiries. Coordinated with field technicians and billing teams to resolve complex disputes. Trained new hires on CRM navigation and customer service best practices. Regularly assigned to high-stakes 'hot queue' due to calm and accurate troubleshooting.
Education
High School Diploma
Northside Technical High
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Skills
Technical Skills
- Account Management
- Telecom Billing Resolution
- CRM (Salesforce, Zendesk)
- Microsoft Excel (VLOOKUP, Pivot Tables)
- Order Management Systems
- Compliance (FDCPA, FCRA, UDAAP)
Soft Skills
- Customer Retention
- Dispute Resolution
- Communication
- De-escalation
- Cross-team Collaboration
Certifications
FDCPA & Telecom Collections Compliance
Internal Workshop
Salesforce CRM Essentials – Intermediate Level
Customer Empathy & De-escalation Masterclass
Velocity Mobile Training