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WORKFORCE ADMINISTRATOR AT&T WIRELESS Resume Example

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WORKFORCE ADMINISTRATOR AT&T WIRELESS
Professional Summary
To acquire a position as a Customer Support Specialist where I can utilize my extensive experience in troubleshooting, collection, leadership and customer relations while realizing the organizations current and future objectives. Possesses professional communication skills, interpersonal skills, and troubleshooting ability. Proficient with various software packages including Microsoft Office, Excel, Atlys, Care, Windows, IEX, eWorkforce, Kronos, Avaya, PeopleSoft 8.9, Aspect Enterprise Administrator and Kana communication. A cooperative team player who works in a team setting as as well as independently. Customer-oriented [Job Title] successful at troubleshooting and handling customer support issues in a timely manner.
Skills
  • Customer interface expertise
  • Multi-line phone operation proficiency
  • Call center metrics decoding aptitude
  • Skilled in call center operations
  • Adheres to customer service procedures
  • Strong problem solving aptitude
  • Avaya Software knowledge
  • Extensive history with predictive dialers
  • Customer service award
  • Customer interface expertise
Work History
March 2010-Current WORKFORCE ADMINISTRATOR AT&T WIRELESS | AT&T WIRELESS | RIDGELAND, MS
  • Interacted with managers and representatives on various schedule and center related activities and issues.
  • Created, audited and updated reports and database information.
  • Posted over 200 agents schedules weekly.
  • Scheduled over 200 one on ones, team meetings and trainings for each team.
  • Identify trends and coordinate efforts to maintain peak performance and productivity.
  • Managed daily and interval staffing to meet service level and occupancy goals.
  • Monitors call volume and agent availability against staffing reports and forecasts.
  • Evaluated and process all schedule adherences, paid and unpaid exceptions including attendance, off-line exceptions, time off requests, and shift trades.
  • Make recommendations to management for improve staffing, processes and procedures.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Met or exceeded service and quality standards every review period.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Initiated operations improvements to improve overall call center productivity.
  • Prepared reports and communication for senior management and clients.
June 2003-March 2010 WORKFORCE MANAGEMENT ANALYST | CINGULAR WIRELESS/ AT&T WIRELESS | RIDGELAND, MS
  • Post agent schedules weekly.
  • Schedule one on ones, team meetings and trainings for each team.
  • Monitor overtime and under time, training and offline activities.
  • Identify trends and coordinate efforts to maintain peak performance and productivity.
  • Managed daily and interval staffing to meet service level and occupancy goals.
  • Monitors call volume and agent availability against staffing reports and forecasts.
  • Evaluated and processed all schedule adherence, paid and unpaid exceptions including attendance, off-line exceptions, time off requests, and shift trades.
  • Made recommendations to management to improve staffing, processes and procedures.
April 2002-June 2003 ACCOUNT MANAGEMENT /CUSTOMER CARE REPRESENTATIVE | AT& T | RIDGELAND, MS
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Managed high call volume with tact and professionalism.
  • Acted professionally and patiently when addressing negative customer feedback.
October 2001-March 2002 TEAM SUPPORT | CINGULAR WIRELESS | OCEAN SPRINGS, MS
  • Enhanced credibility with external and internal customer base within the organization.
  • Administered front line support to all representatives of Customer Operations.
  • Directed team(s) with a effective vision, goals and mission statement.
  • Evaluated previous decisions and made adjustments to ensure decisions are effective and efficient.
  • Analyzed customers account to determine service that may be most beneficial.
  • Served as a liaison between customers and sales department regarding purchases, service inquiries, activation, and billing inquiries.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
June 1999-October 2001 FINANCIAL SERVICE LEAD | BELLSOUTH MOBILITY/CINGULAR WIRELESS | RIDGELAND, MS
  • Monitored Financial Service Representatives for Quality Assurance, recommended ideas to management staff to enhance work and reduce voluntary deactivation rate.
  • Coached and motivated representatives with necessary training and company goals.
  • Resolved escalated calls, and trouble system maintenance for combined billing (Landline/Cellular).
  • Served as a liaison between BellSouth Representative and Mobile subscriber.
  • Maintained Kana communication by communicating to customer inquiries via email.
  • Educated customers and representatives regarding products and services.
  • Scheduled lunches, breaks and reported time sheets to payroll manger.
  • Met or exceeded service and quality standards every review period.
July 1998-June 1999 FINANCIAL SERVICE REPRESENTATIVE ASSISTANT MANAGER | BELL SOUTH MOBILITY | RIDGELAND, MS
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Answered a constant flow of customer calls with up to 10 calls in queue per minute.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Defused volatile customer situations calmly and courteously.
  • Referred unresolved customer grievances to designated departments for further investigation.
July 1998-August 2000 RIDGELAND | BELL SOUTH MOBILITY | RIDGELAND, MS
  • Responsible for approximately 150 to 200 inbound/outbound calls on a daily routine to ensure that payments are received on or before due date.
  • Analyzed delinquent accounts in order to negotiate reasonable payment agreement with customers to ensure payment on their account within a timely manner.
  • Settled any escalated issues regarding past due payments, disputed balances and misapplied payments.
July 1998-August 1999 BELLSOUTH MOBILITY MS | BELLSOUTH MOBILITY | RIDGELAND, MS
  • Contacted customers regarding service suspension and establishing timely payment plans.
  • Identified and collected on delinquent accounts.
  • Analyzed accounts receivable data and documented account history to secure payment.
  • Administered account discrepancies and outstanding balances for both group and individual accounts.
  • Solved caller problems and helped with providing quality service.
  • Identified, and reported alleged fraudulent accounts to the manager or fraud department.
Education
2006 Bachelor of Science: Business Administration Belhaven College Ms Business Administration
Jackson State University MS
  • Coursework in Conflict Resolution, Marketing and Basic Accounting
Skills
accounts receivable, billing, database, email, Financial, meetings, Monitors, payroll, peak, processes, quality, Quality Assurance, sales, staffing, vision
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Resume Overview

Companies Worked For:

  • AT&T WIRELESS
  • CINGULAR WIRELESS/ AT&T WIRELESS
  • AT& T
  • CINGULAR WIRELESS
  • BELLSOUTH MOBILITY/CINGULAR WIRELESS
  • BELL SOUTH MOBILITY
  • BELLSOUTH MOBILITY

School Attended

  • Belhaven College
  • Jackson State University

Job Titles Held:

  • WORKFORCE ADMINISTRATOR AT&T WIRELESS
  • WORKFORCE MANAGEMENT ANALYST
  • ACCOUNT MANAGEMENT /CUSTOMER CARE REPRESENTATIVE
  • TEAM SUPPORT
  • FINANCIAL SERVICE LEAD
  • FINANCIAL SERVICE REPRESENTATIVE ASSISTANT MANAGER
  • RIDGELAND
  • BELLSOUTH MOBILITY MS

Degrees

  • Bachelor of Science : Business Administration

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