To obtain a attendance analyst position that would optimize my skills to coordinate and inspire exceptional administrative emphasis of Human Resources duties . Exceed performance appraisal objectives consistently through various self learning opportunities * Reflect continuous improvement, alignment with organization, customer focus, problem solving, and teamwork * Five year achievement for service commitment 100%, deadlines 100%, order volume 110%, revenue goals 99% * Dedicated leader in the Women of AT&T Mentoring Program 2013 and 2014 * An advocate for workplace 2020 initiatives and educational skill enhancements
Summary of Qualifications * Leader, Goal Oriented, Problem Solver, Attention to detail, Organized, Collaborator, Multi-tasker, Communicator, and a Self-starter
Microsoft Office Suites, Electronic Telecommunications, Agile Program and Project - Management, Licensed insurance adjuster
Weblink Wireless | Dallas, TX Quality Development Coordinator I September 1997 - October 1998.
Monitored calls of teams based on methods and procedures * Revised plans for problem solving techniques * Implemented process improvement plans for teams * Scheduled one on one sessions for individual evaluations * Coached 50+ employees on call center performance goals * Prepared recommendations based on observation service resolution * Facilitated presentations to staff.
Affiliations WOA - Women of AT&T 2012-2015 OASIS - Organization of Asian Indians DFW Community Network.
AT&TAugust 2014 to CurrentNetwork Force Load Analyst / Load Balance Manager Dallas, TX
Analyze current processes and metrics in order to provide real-time solutions * Forecasts and prioritizes daily support services regarding repair, installation, major moves, adds and change * Coordinates the maintenance support activities at the customer site or remotely from company location * Assesses force qualification requirements based on anticipated incoming customer work items * Recommends necessary training or identifies force movement to meet needs * Organizes technical & administrative support activities including installation, repair, preventative maintenance * Ensures that all functions are performed in a timely fashion and meet specifications * Makes scheduling recommendations for field personnel * Complies with applicable FCC Network outage reporting requirements * Completes moderately complex work within discipline/specialty area.
Contributes to development of concepts/methods/techniques.
AT&T Back UpMarch 2001 to CurrentLead Regional Service Representative / Manager Richardson, TX
Analyze current processes and metrics in order to provide real-time solutions * Perform data gathering, root cause analysis and performance trends for improvements * Project managed switched access service through an ASR for IXC, Wireless, and PIC for 22 states * Prioritize and implement change requirements based on the critical project needs * Develop process improvement procedures to improve operational efficiency * Inform respective teams on process improvement and re-engineering strategies * Work with the team to recommend appropriate changes in process/approach * Prepare communication notices to support clients * Manage projects involving engineering, research, maintenance, and operations * Update and maintain documentation on process improvements * Analyze service orders to achieve service optimization for customers in 5 regions * Translate data into switch access coding language for interexchange carriers * Work expeditiously to resolve customer complaints * Troubleshoot problems and failures to determine possible resolution * Analyzed trouble shooting functions to support wholesale, local, and access products * Monitored order corrections against posted errors * Interface with internal and external customers to ensure service commitments are met * Continually educated customer on industry requirements * Analyze order volume to ensure effective distribution of work * Facilitate monthly meetings by region to address pending code list status * Investigate escalations and work simultaneously to resolve concerns * Respectfully engaged in managing conflict resolution and or confrontation.
FairPoint CommunicationsApril 2000 to December 2000Senior Customer Solutions Specialist Irving, TX
Educated 20+ employees for customer retention and achievement of sales goals * Trained employees to effectively deal with irritable situations * Managed office functions * Coordinated incentive plans to enhance productivity beyond 50% * Received, analyzed, and distributed work order requests for process improvement * Tracked and updated phases of the projects * Facilitated schedule adherence meetings with various departments.
Weblink WirelessOctober 1998 to April 2000Market Support Coordinator Dallas, TX
Analyzed and recommended performance improvement for 2 regional markets * Generated status of project scope for senior management * Issued market updates for all business units * Resolved customer escalations * Compiled service diagnostic results through manual and mechanized processes * Tracked projects tasks for 2 regional hubs * Evaluated project deliverables throughout the lifecycle * Conducted audit of 2 regional supply units.
Ashford UniversityCalifornia- Organizational Management Minor Human Resources -Continuous Learning Eastfield College Mesquite, Texas May 9,2015 Certificate Technical Engineer Technology.San Diego