OBJECTIVE

To obtain a position with a company that will best utilize my years of customer support experience, strong organizational skills, along with my project management and technical abilities.

WORK HISTORY

Jan 2009
to
Feb 2011

Service Delivery Order Manager/Project Manager
Confidential,
Atlanta GA 30308

Defined and initiated projects along with assisting business customers with billing issues concerning frame relay and voice networks.

• resolved all credit/billing issues within a timely manner
• managed large projects from inception through resolution
• established rapport , and maintained communication with customers at multiple levels, including those external to the organization.
• produced weekly or monthly status reports to management and customer
• served as subject matter expert in Customer Care department
• validated accuracy of standard and custom pricing contracts that are housed in an online reference system. ( Doc viewer)
• managed call center reports to improve customer experience and optimize center results
• received incoming calls from business customers on ACD as needed

Sep 2002 to
Jan 2009

Quality Assurance Manager
Confidential,
Atlanta GA 30308

Reviewed orders entered online by order entry specialists for errors prior to submittal to provisioning team

• held weekly status call with department supervisors, along with network provisioners to rectify weekly keying error report
• developed processes and procedures for QA team
• served as subject matter expert in department as well as team lead
• conducted ”lunch and learn“ training sessions for new processes and/or keying instructions
• ordered voice, data , and frame services via Citrix ordering system
• interviewed and made hiring recommendations for prospective contract employees within Order Entry department
• served as “in charge” person during supervisor absence
• ordered Ethernet services via third party vendor

Sep 1999
to
Jan 2002

Network Operations Specialist II
Confidential,
Atlanta GA 30308

Served as remote maintenance technician assisting onsite tech with installation process of DSL service at customer premise

• tested loop using remote testing equipment
• verified customer configuration in DSLAM
• provisioned network elements in switch
• manually added calling features to customers DSL service
• assisted new Sprint ION customers in setting up ADSL service, remotely configuring integrated services hub

Apr 1995
to
Sep 1999

Technical Support Specialist
Confidential,
Atlanta GA 30308

Worked as technical support in Private Line Service Center.

• Routed ACD overflow calls to correct workgroup
• mapped narrow band and wide band circuits in Digital Cross Connect System
• worked on special frame relay project, transferring existing frame relay customers to new TPX2 network
• Remotely tested data and voice circuits for errors prior to installation
• manually provisioned voice trunks for switched data circuits
• monitored alarms
• performed daily escalations to ensure on time delivery of local loop by Local Exchange Carrier

Feb 1992
to
Jul 1994

Flight Attendant
Confidential,
Newark NJ
Responsible for every aspect of in-flight safety and customer service, per FAA guidelines and recommendations.
Successfully completed training in various safety procedures including emergency-exit use, first-aid, the Heimlich maneuver, mouth-to-mouth resuscitation, and fire, water and hijacking emergencies.

SOFTWARE/SYSTEM SKILLS

• proficient in Microsoft Excel, Access, Outlook, Word
• Remedy
• Citrix application

TECHNICAL SKILLS

• Data services: Frame Relay, ATM
• Internet protocol :VoIP, VOATM, DSL, remote access
• Basic telephony, VPN
• REACT DS1 testing equipment, BERT testing , TBERD
• SOCS,SOTS Service Manager, USRP
• Working knowledge of Ethernet services