With over 34 years of experience, predominately in customer service, technical assistance organization, call centers and working in a off line environment, order fallout reports, investigating, resolving problems occurred by systems or order issuance. I have constantly proven to my employers that I am sharp, innovated, and a quick learner that has the ability to adapt quickly to any challenges before me and sincerely enjoy helping people.
Adapted to new applications/programs as required.
Perform analysis and isolation of trouble conditions
Operate a PC/data terminal to maintain status of service orders and
trouble reports in various operations databases.
Provide customers with service activation support for data service
PC configuration, and/or email/Internet applications.
Provide Home Network Equipment Support to customers.
Provide Home Video support to customers.
Serve as the initial point of contact for provisioning and/or maintenance customer inquiries concerning their fiber based voice, data and or video services. Create trouble reports. Provide customers with trouble status. Perform analysis and isolation of trouble conditions. Provide trouble resolution ad closeout when possible. Perform Home Network Equipment support to customers. Negotiate dates, times and access arrangements associated with resolving service order fallout and trouble reports.
Perform activities for residential, business, single, multi-line and special circuits service order requests for open market technology and wholesale service offerings. Coordinate conversions with wholesale customers, vendors, central office and site technicians. Serve as a first contact on facility issues for central office and outside plant technicians. Perform switch programming activity in various switches. Interpret error messages and resolve discrepancies, Wholesale customer contact to ensure network integrity and customer satisfaction. Manage conversion activity for coordinated conversions and coordinated hot cuts. Assist with emergency restoration associated with failed conversions. Perform root cause analysis on provisioning disconnects associated with wholesale service offerings.
Assign cable pairs, terminals, line wires, line switches and normals. Prepared service order cut sheets for rearrangements of outside plant and central office facilities and foreign exchange services and trunks. Contact departments within the company and other telecommunications companies when required to obtain assignments or equipment information. Answer calls from field forces regarding verification of pair assignment, status of order, and recommended changes. Prepare reports as required
Bilingual customer care advocate, answer customer repair calls and create TAS trouble reports. Through TPX, access 4TEL to acquire the necessary data to locate trouble and clear and/or route customers trouble reports to inside or outside maintenance forces. Prepare outage reports and distribute to affected work groups. Work with customers to explain or sell new products and services. Coordinate with vendors and outside plant personnel to arrange repair meets.
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