Freelance Writer Resume Example At & T

FREELANCE WRITER

Summary

Seasoned Telecommunications Instructor bringing extensive knowledge of training, messaging, communications, and dissemination techniques and methods.

Highlights

Experience

Freelance Writer
June 2015 to CurrentAt & T - San Carlos , CA

Pitch ideas to editorial staff, and if approved, transition them into feature articles
Utilize personal social media platforms to promote the Geek & Sundry Brand
Meets deadlines for features so scheduling of content can run efficiently.

Freelance Writer
March 2015 to CurrentSykes Enterprises Incorporated - Chavies , KY

Pitch ideas to editorial staff, and if approved, transition them into feature articles
Utilize personal social media platforms to promote the Nerdist Brand
Meets deadlines for features so scheduling of content can run efficiently
When submitting stories, also submitting social media copy for the Twitter and Facebook Platforms
Conducted panel write-ups and roundtable interview sessions as part of Nerdist's San Diego Comic-Con Coverage
Participated in the Nerdist Extra-Life 24 hour live stream on Twitch to help raise money for Children's Miracle Network
Attend monthly editorial meetings

Training Manager/Instructor
September 2008 to November 2015AT&T Mobility - City , STATE

Facilitate Trainings to call center representatives on various system enhancements and work policies, helping specialists keep up to date with how to correctly do their job and promote the AT&T brand
Perform quarterly side-by-sides with frontline specialists providing on the spot coaching to improve quality of service provided to customers and enhanced system navigation
Works heavily with the local management team to help make training best fit the specialists needs, both personal or professional
Works with design team to make the most efficient trainings possible for our specialists Support the New Hire Manager, as well as New Hires during their first month taking customer calls, guiding them to an easy transition to voice specialists
Takes ownership of various problem solving issues, and providing "outside the box" solutions, helping to innovate better solutions for both the company and the customer
Utilizes Excel and internal analytic tools to track training progress and training needs.

Representative Support Team
January 2008 to September 2008AT&T Mobility - City , STATE

Worked as a roamer, coaching and educating specialist to guide them to successful solutions
Performed quarterly side-by-sides with frontline specialists providing on the spot coaching to improve quality of service provided to customers and enhanced system navigation
Conducted team meetings covering various important topics, from correct billing procedures to various system enhancements
Supported the New Hire Manager, as well as New Hires during their first month on the floor guiding them to an easy transition to voice specialists
Documented interactions with specialists with the RST roaming tracker, giving management trends to deduce areas of improvement
Takes ownership of various problem solving issues, and providing "outside the box" solutions Processed highly escalated requests successfully, to ensure our customers are receiving the service they expect from AT&T
Worked with team managers to promote the customer service satisfaction survey initiatives to help gain feedback
Completed Select Training, became able to assist those our elite business customers that make up a major portion of our large corporate accounts

Business Customer Service Specialist
June 2007 to December 2007AT&T Mobility - City , STATE

Helped Corporate customer base by handling customer service issues and orders Dealt with many aspects of wireless service, from billing issues to technical troubleshooting
Helped RST team process escalations when need arose When asked, worked as a roamer, helping fellow representatives with customer issues
Won the BIG Q award in December 2007, for demonstrating excellent quality skills.

Customer Service and Sales Specialist
January 2002 to February 2007AT&T - City , STATE

Maintained or improved customer satisfaction by handling customer complaints and service issues
Mastered the skills necessary to deal with irate customers
Obtained extensive problem solving skills P
rovided guidance to representatives with customer issues Responsible for generating increased revenue through the sale of new phone services to commercial customers
Met or exceeded annual sales goals
Maintained advanced knowledge of Microsoft Office
Initialized, implemented and ensured completion of customer orders
Implementation Representative of the Year, 2005.

Alumni Relations Representative
October 1999 to November 2001Ohio University National Phonathon - City , STATE

Solicited funds from Ohio University Alumni.
Won 2001 Award for Exemplary Service with Ohio University Alumni.
Maintained up-to-date records for use by the Treasurer's Office and the Alumni Association.

Education

Bachelor of Arts : English, 2001Ohio University - City, State, United States

Salary Requirements

40,000 annual salary

Resume Overview

School Attended

Job Titles Held:

Degrees