Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
My goal is to obtain a challenging position which requires the application of creative problem solving and customer-focused opportunities with a growing company. From my hard work and dedication, the company would achieve optimum utilization of its resources and maximize profits.
  • Project management
  • Document management
  • Testing
  • Customer service skills
  • Customer service experience
  • Good verbal/written communication skills
  • Excellent problem solving skills
  • Customer needs assessment
  • Cisco routers and switches
  • Telecommunications field installations
  • Telecommunications field service
04/2012 to 07/2013 Fiber Project Coordinator At&T | Kentucky, AR,
  • Collaborated with cross-functional teams to draft project schedules and plans for Charter Business fiber projects.
  • Served as the single point of contact for project scheduling and changes.
  • Monitored team progress and enforced deadlines.

06/2013 to 04/2012 Dispatcher I & II Frontier Communications | Rockford, IL,
  • Receive request for site survey from Sales Force for residential and commercial fiber and coax projects and route to construction or contractor. Track aging surveys. Input data from survey, such as construction timeline, costs, and special instructions.
  • Build new commercial addresses in coordination with Information Systems (IS) Department to maintain a clean, accurate database within company standards.
  • Schedule site survey system referral orders (SRO) in billing system.
  • Respond, route and track requests and updates on construction projects for residential and commercial fiber and coax projects.
  • Ensure Salesforce, billing system and other management tools are updated with correct project status and notes on construction projects
  • Submit and track purchase orders for electronics hardware
  • Submit requests for and track purchase orders for service partners to ensure prompt payment
  • Review construction and site survey reports for accuracy.
  • Facilitate interdepartmental coordination and execution related to residential and commercial fiber and coax construction projects between the construction, sales and fulfillment teams.
  • Perform other duties requested by supervisor
  • Respond to customer service requests by prioritizing and dispatching service requests to available installation or service technicians; act as liaison between technician and customer service employees.
  • Assist in driving field productivity through efficient call handling and support.
  • Pre-call any customers that fall out of the automated pre-call system to verify issue, scheduled appointment date and time and reschedule missed appointments.
  • Troubleshoot and resolve issues by fixing the customers problem over the phone with the customer whenever possible eliminating unnecessary truck rolls. Escalate any issues outside of your technical scope.
  • Record customer service calls into computer to provide accurate customer service history in each customer account and record of service calls. Follow "where's my tech" guidelines when notating accounts.
  • Assist the technicians over the phone by sending hits to DCT's, troubleshooting MOXI, SVOD, VOD, HDTV, Cable Cards and High Speed Internet issues to ensure all services are working for the customer.
  • Close work orders using proper solution and clear codes. Ensure billing is complete and accurate by verifying the services installed are reflective of the services on the account along with the appropriate one time charges being added to the account.
  • Record and classify all inbound calls with the Call Tracker tool.
11/2007 to 11/2009 Service Activation Specialist Iron Mountain | Atlanta, GA,
  • Pre-inspect all wiring/cabling inside a property's homes or units prior to the resident moving in to ensure services will be delivered with the highest level of quality
  • Explain and demonstrate the performance of the data, voice and video services to our customer base
  • Install, activate, troubleshoot and resolve any issues with the fiber, coax or VoIP (cat-5) infrastructure-based network in order to provide quality data, video and voice services to end-users/home owners (Primecast, Beyond, Dish Network and DirecTV)
  • Install, wire, ground and troubleshoot customer premise-based NID (Network Interface Device) and BBUs (Battery Back-up Units)
  • Provide exemplary customer service on every customer contact with developers, property management and/or owners
  • Accurately managed workload to maintain prompt service
  • Applied company policies and operational practices that allowed daily operations to succeed
  • Head End calibration and maintenance
  • Maintain company vehicle
  • Understanding and use of a wide variety of industry related hand tools and meters
  • Fiber splicing/fusing
  • Explained and demonstrated the performance of the data, voice and video services deliver
  • Installed, activated, troubleshoot and resolved any issues with any network elements to provide quality data, video and voice services to end-users/home owners
  • Accurately managed workload to maintain prompt service
  • Maintained company vehicle
08/2005 to 2007 Outside Plant Technician Computer Services, Inc. | Paducah, KY,
  • Installed, removed or transferred company fiber optic and/or copper cable (aerial, underground and inside office buildings)
  • Coordinated in-building projects (new construction and existing) with property management and onsite contractors to ensure proper cable placement
  • Observed and ensured all OSHA safety requirements are being followed
  • Read/interpreted blueprints of outside plant and contact Engineering designer to ensure accurate redesigns or updates based on hands-on observations
  • Drove and maintained company construction vehicles
  • Processed manual/electronic service order requests for end-user port outs to CLECs with greater than 97% accuracy
  • Selected as team lead, coach and potential management candidate
  • Set benchmarks/trained peers on MSOC (Electronic Service Measurements) function and compliance
  • Interceded and corrected service order errors en route to the network
  • Functioned as relieving supervisor
  • Consistently achieved more than satisfactory level performance in the promotion and sale of BellSouth's array of premium products and services (i.e. BellSouth Voicemail, Cingular Wireless, BellSouth FastAccess DSL) via incoming calls while providing exemplary customer service
  • Obtained and exceeded $20K monthly sales goals
  • Personally sparked friendly competition among team and center reps yielding in increased corporate revenue
05/2005 to 08/2005 Maintenance Specialist/Digital Subscriber Group BellSouth Business Systems | City, STATE,
  • Received inbound calls from Internet service providers attempting to escalate DSL service and repair appointments
  • Corresponded with the Work Maintenance Center and load balance supervisors from all nine states in the BellSouth region to ensure proper escalation timing
09/2004 to 06/2005 Maintenance Administrator BellSouth Telecommunication | City, STATE,
  • Processed Local Service Requests (LSRs) and send to CLECs to initiate end-user port back to BellSouth via web-based, End-User Migration Toolkit
  • Researched, verified and issued circuit disconnect orders for end-user re-use during porting process
  • Maintained positive contact with CLECs to ensure expeditious port back to BST
  • Adhere to and update CRM procedures to create the most cost-efficient outcomes
  • Functioned as work leader and relieving supervisor
01/1998 to 01/2000 Indirect Sales Channel Manager BellSouth Mobility Inc. (PCS) | City, STATE,
  • Established and managed (12) lucrative resellers in Montgomery, Auburn and Opelika markets
  • Increased gross wireless subscribers by 173% over 18 month period
  • Efficiently budgeted the indirect sales channel based on P&L premise
  • Served as area Marketing liaison in a highly competitive market
  • Handled direct & indirect sales channel customer escalations to achieve win/win outcome whenever possible
  • Developed, implemented and facilitated training modules for resellers and their employees
  • Negotiated working and compensation contracts between new/existing resellers and the BellSouth legal department
01/1996 to 01/1998 Customer Care Professional BellSouth Mobility Inc | City, STATE,
  • Superior rating on sales and service of BMI products, notably the budding BSLD
  • Received the Medallion Award from AL Regional VP for exemplary customer care
  • Selected to attend the BellSouth Leadership Institute retreat in Atlanta for future BellSouth management coaching
  • Accounts Payable - Accurately processed payment to property owners where BMI leased space to erect cell phone towers
  • Ensured employee and contractor adherence to the cell site punch list and timeline during construction/co-location
07/2013 to Current Network Technician Charter Communications | City, STATE,
  • Review fiber network project Visio design and BOM and approve or refer back to the Sales Engineer for editing/solution.
  • Review Purchase Orders to make sure that the items originally approved per the BOM were ordered and track equipment until delivery.
  • Prep and configure end-user and/or core network equipment for installation (includes Cisco, Adtran and Alcatel-Lucent devices).
  • RFC testing of all Carrier transport circuits upon installation to provide certification of the circuit before it is handed off to the customer.
  • Attend conference calls for projects and coordinate installation and address any other issues related to our part of the installation.
  • 24/7 on-call rotation for outages and service problems with all Charter Business fiber customers.
  • Use JDSU HST-300 test sets, EXFO light meter and various hand tools.
  • Maintain company vehicle and schedule any necessary repairs.
Expected in 2006 B.S. | Marketing University of Phoenix, Dunwoody, GA GPA:

2003-2006 University of Phoenix Dunwoody, GA B.S. Marketing (pending final 2 courses to confer)

Expected in 1989 Diploma | Ramsay High School, Birmingham, AL GPA:

1985-1989 Ramsay High School Birmingham, AL College Prep Diploma

  • Completed Certification in Internetworking with TCP/IP
  • Completed Basic Electricity Certification
  • Completed Basic Electronics Certification

Sales, Bellsouth, Customer Service, Retail Sales, Marketing, Wireless, Liaison, Coax, Maintenance, Billing, Cabling, Operations,Voice Services, Wiring, Fiber Splicing, Hand Tools, Splicing, Voip, Electronic Service, Team Lead, Incoming Calls, Monthly Sales, Sales Goals, Compensation, Contracts, Training, Accounts Payable, Award, Cell Site, Coaching, On Sales, Customer Account, Dispatcher, Dispatching, Blueprints, Fiber Optic, Osha Safety, Database, Fulfillment, Purchase Orders, Sales Force, Site Survey, Sro, CRM, Customer Relationship Management, Web Based, Web-based, Basis, Cisco, Commercial Drivers License, Drivers, Excel, Internet Explorer, Microsoft Word, Outlook, Powerpoint, Self-starter, Solutions, TCP/IP, Team Player, Technical Support, Testing, Word

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School Attended

  • University of Phoenix
  • Ramsay High School

Job Titles Held:

  • Fiber Project Coordinator
  • Dispatcher I & II
  • Service Activation Specialist
  • Outside Plant Technician
  • Maintenance Specialist/Digital Subscriber Group
  • Maintenance Administrator
  • Indirect Sales Channel Manager
  • Customer Care Professional
  • Network Technician


  • B.S.
  • Diploma

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