Itzel Estrada

Experience

1. Customer Success & Support

   AT&T

   Jul 2021 — Present

   Submit over 25 new disputes (tickets/requests/projects) per week and track disputes while communicating progress and roadblocks to account managers and customers until project completion which can take from 1 to 6 months each• Serve and support as a branch resource for Texas government accounts by submitting service (dedicated internet, VOIP, VPN, etc.) disconnections, implementing new orders and contracts to billing, and leading service migrations for account managers in sales • Manage all service and billing disputes for higher education and state government accounts by writing over 60 business cases according to AT & T guidelines while collaborating with multiple levels of leadership and departments to get credits approved for early billing, contract re-rates, and late disconnection credits from amounts of $10k through Understand, explain and negotiate contracts (AT & T, E-RATE, and DIR-TEXAN) and service bills to customers such as contract length and clauses, pricing and inventory reports, and customer service reports (CSRs) and work all billing changes per customer requests• Onboard and train customers on to Business Center, an online portal to view and manage services • Responsible for client relationship management and serve as primary contact for ticket escalations for circuits and voice lines that go down or need urgent assistance

Education

• The University of Texas at Dallas

  Bachelor's degree, Marketing

  2016 — 2020