Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
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.
Highlights
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
Experience
04/2012 to 07/2013Fiber Project CoordinatorAt&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 04/2012Dispatcher I & IIFrontier 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 11/2009Service Activation SpecialistIron 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 2007Outside Plant TechnicianComputer 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 08/2005Maintenance Specialist/Digital Subscriber GroupBellSouth 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 06/2005Maintenance AdministratorBellSouth 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 01/2000Indirect Sales Channel ManagerBellSouth 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 01/1998Customer Care ProfessionalBellSouth 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 CurrentNetwork TechnicianCharter 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.
Education
Expected in 2006B.S. | MarketingUniversity of Phoenix, Dunwoody, GAGPA:
2003-2006 University of Phoenix Dunwoody, GA B.S. Marketing (pending final 2 courses to confer)
Expected in 1989Diploma | Ramsay High School, Birmingham, ALGPA:
1985-1989 Ramsay High School Birmingham, AL College Prep Diploma
Certifications
Completed Certification in Internetworking with TCP/IP
Completed Basic Electricity Certification
Completed Basic Electronics Certification
Skills
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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