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revenue management corporate account specialist team lead resume example with 20+ years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Career Overview
To obtain a responsible and challenging position where my personal, educational, and work experience will be considered valuable.
Qualifications
Forecasting Results Driven Customer Service Management Force Management Collaboration and Teamwork Excellent Communication Skills Quality Management Call Center Experience Troubleshooting Tech Problems
Accomplishments
  • Recognized for high-quality work, organizational strengths and exceptional customer service delivery
  • Recognized for Analytical/Problem Solving Skills and the ability to work independently and proficiently by management via e-cards
Work Experience
01/1 to Current Revenue Management-Corporate Account Specialist/Team Lead AT&T | City, STATE,
  • Responsibilities include the provisioning, high level escalations, troubleshooting, and problem solving of all new, change, disconnect, billing, LAN/WAN IP assignment and router configuration for DSL, Uverse and Dial services in the 22 states. Utilizes mechanized systems CRM, RAD, CPSOS, CCRS, Vantive, Istore, CCRS, QIP, SOEG, AOTS, DOM, Exception Manager, Unisync, Bocris and LQS.
  • Daily interactions via Smartchat, and Call Que with internal and external customers to answer inquiries concerning services, equipment and support with stalled installation processes and discrepancies on DSL, Uverse, Dial services. Research and analyze data lost in transition. Works closely with other work groups and departments to meet service commitments and other deadlines.
  • Missed Appointment Consumer Install & Repair: Coordinates to support activities, to resolve installation and repair work order problems. Initiates communication with customer via phone to confirm due dates, obtain access information, status report, negotiate commitment timeframes. Systems used; AT&T Edge, SOEG, DOM, Siebel, Where's My Tech, and Ntelagent
  • Administers the distribution of all DSL, U-Verse and Dial orders to provision along with reports via excel spreadsheet to center in addition to creating and maintaining M&P practices for workforce.
  • Provisioning, customer care and management of out of region Asrs for inter-exchange carriers for special access services. Specialized in processing high level orders such as T1, T3, OC-3, OC-12, Sonets and Gigaman circuits.
  • Interact daily via phone with Outside Vendors, Account Managers, and Circuit Design Specialist to ensure service orders flow through system. Systems include: Exact, Taxi, Tirks, Sord, Boss, Cabs.
  • Additional duties include: escalations, table updates, coaching peers and creating and maintaining Methods & Procedures job aids.
  • Inbound and outbound customer contact to resolve all billing, credit and collection issues.
  • Provide in-depth and detailed root cause analysis and resolution information in written or verbal form to respond to customer issues, complaints and executive level requests at their highest level of escalation for corporate accounts.
  • Systems include: Telegence, Word and Excel Computer Skills
  • Windows XP, Windows 7, Windows 8
  • Outlook
  • MS Office
  • Excel (formulas, pivot tables, v-lookups)
  • MS PowerPoint
  • Typing (120 wpm), ten-key Results and Accomplishments
  • Consistently ranked "Exceeds Expectations" in annual reviews that include work performance, team work and attendance.
  • Exceeds expectations in regards to revenue goals, service commitments and other deadlines.
  • Recognized for high-quality work, organizational strengths and exceptional customer service delivery.
  • Recognized for Analytical/Problem Solving Skills and the ability to work independently and proficiently by management via e-cards.
  • Demonstrates the ability to learn new organizational processes, workflows, applications, policies and procedures with minimal to no supervision.
Education and Training
Expected in 1995 to to High School Diploma | Hillcrest High School, , GPA:
Hillcrest High School: 1991-1995 High School Diploma
Expected in to to | Richland Community College, , GPA:
Richland Community College: August 1995-January 1996: Writing & Development
Expected in to to Certificate | Continuing Education Eastfield Community College, , GPA:
Eastfield Community College (Continuing Education): August 1997-September 1997 (PC Concepts Certificate)
Certifications
(PC Concepts Certificate) AT&T 6 Sigma Green Belt Certificate
Skills
Access, Provisioning, Billing, Excel, Problem Solving, Team Lead, Crm, Customer Relationship Management, Dom, Dsl, Lan, Lan/wan, Qip, Rad, Router, Siebel, Vantive, Cabs, Circuit Design, Circuits, Coaching, Exchange, Oc-12, Oc-3, T1, T3, T-carrier, Tirks, 120 Wpm, Collection, Corporate Accounts, Credit, Customer Service, Executive Level, Inbound And Outbound, Ms Office, Ms Powerpoint, Outlook, Pivot Tables, Powerpoint, Receptionist, Retail Sales, Root Cause Analysis, Telegence, Ten-key, Typing, Windows 7, Windows 8, Windows Xp, Word, Customer Service Management, Excellent Communication Skills, Forecasting, Mentor

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Resume Overview

School Attended

  • Hillcrest High School
  • Richland Community College
  • Eastfield Community College

Job Titles Held:

  • Revenue Management-Corporate Account Specialist/Team Lead

Degrees

  • High School Diploma
  • Certificate

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