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Provisioning Analyst Resume Example

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PROVISIONING ANALYST
Professional Summary

Leadership skills, managing co-workers, ability to complete tasks and projects within timeline Extensive customer service, and troubleshooting; one call resolution Support division phone knowledge and product offers related to phone service.Knowledge and experience in creating and analyzing reports, obtaining data to complete reports for meetings and daily reports sent to management of all departments, as well as corporate The competency to design and implement cost and time saving procedures for department Ability to deal with varied personalities and posses patience.

Skills
  • Customer service-oriented
  • Organized
  • Efficient multi-tasker
  • Exceptional interpersonal communication
  • Effective leader
  • Deadline-oriented
Work History
Provisioning Analyst, 01/2009 to Current
 Time Warner Cable Regional Business Class Depart – Charlotte, NC
  • Support installers, service techs during initial installation and service calls to establish dial tone and internet service while tech is onsite, trouble shoot, and resolve issues in a timely manner, and ensure all services are working to customer satisfaction and expectation.
  • Provide order entry in a timely and accurate manner, proper notation and documentation in salesforce and ICOMS.
  • Conduct CSR reviews for information for porting customers from other LECs, to ensure proper flow to OMSE.
  • As well as maintain working relationships between TWC and Sprint, produce reports, including conducting required research and analysis.
  • Ensure compliance with provisioning policies and procedures.
  • Maintain relationship with internal department and external carriers to ensure that identified problems are resolved in the timeliest manners.
Provisioning Specialist Lead, 07/2004 to 01/2009
 Time Warner Cable – Charlotte, NC
  • Highly experienced on all positions and tasks for the VoIP service.
  • Highly proficient in ICOMS, AS400, iSeries, DPOM, and OMSE.
  • Assist in training new employees for the company on Digital Phone.
  • Designed and presented sales training for Sales department.
  • Trained and developed material for OMSE Methods and Procedures for customer care.
  • Attends weekly meetings for department, as well as organize and lead meetings for manager and director.
  • Attend the manager meetings in their absences.
  • Create spreadsheets and database for tracking procedures.
  • Handle 3rd party verification for all phone customers.
  • Handle customer escalations BBB complaints and PUC complaints, contact CLEC for escalated issues.
  • Follow up on escalated accounts to ensure they are completed.
  • Train new employees for the department, cross trains employees to ensure positions are always covered.
  • Write form letters for department to send to customers and memos for company usage.
  • Work closely with Corporate to resolve issues.
  • Trained, coached and mentored staff to ensure smooth adoption of new program.
  • Strengthened company's business by leading implementation of transfers from residential to business class.
Customer Service Professional, 12/2003 to 05/2004
 Central Carolina Bank – Durham, NC
  • Reviewed accounts for customers, made requested changes, as well as suggestions made to enhance their accounts.
  • Reviewed loan applications, made loan approvals, as well as rejections.
  • Processed transfers of balances, stop check payments, and loan payments.
  • Assessed clients' financial situations to develop strategic financial planning solutions.
Customer Care Professional, 09/2001 to 12/2003
 Cingular Wireless – Fayetteville, NC
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Accurately documented, researched and resolved customer service issues.
  • Defused volatile customer situations calmly and courteously.
  • Gathered and verified all required customer information for tracking purposes.

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Mail Carrier, 10/1998 to 12/2001
 United States Postal Service – Laurinburg, NC
  • Coordinate assigned routes to deliver mail and packages on a daily basis.
  • Met schedules for the collection and return of mail.
  • Record address changes and redirect mail for current addresses.
  • Return incorrectly addressed mail to senders.
  • Return to post office with mail collected from homes, businesses, and public mailboxes.
  • Turn in money and receipts collected along mail routes.
Education
Bachelor of Science: Business Administration concentration in Management, May 2004
 Shaw University - Raleigh, NC
Certifications
Microsoft Office - Excel, Word, Outlook, PowerPoint, Access
Proficient in ICOMs, AS400, ISeries, DPOM, OMSE, Salesforce, NYROC, GIA
Customer Service Techniques - Fayetteville Community College
Awarded Customer Service Training Certificate for Cingular Wireless
Leadership for Leads I - Employer Association
Total Quality Service Award - 4th Quarter 2007
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Resume Overview

Companies Worked For:

  • Time Warner Cable Regional Business Class Depart
  • Time Warner Cable
  • Central Carolina Bank
  • Cingular Wireless
  • United States Postal Service

School Attended

  • Shaw University

Job Titles Held:

  • Provisioning Analyst
  • Provisioning Specialist Lead
  • Customer Service Professional
  • Customer Care Professional
  • Mail Carrier

Degrees

  • Bachelor of Science : Business Administration concentration in Management , May 2004

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