NAME: JERMAINE J SIMPSON

ADDRESS: **** ********* ** *****, ************, FL 32216

EMAIL: acd24o@r.postjobfree.com

ONLINE RESUME: Indeed.com/me/ace_employee

Tel: 904-***-****

EXPERIENCE

**** – PRESENT CREATIVE DIRECTOR / FREELANCE WEB DEVELOPER

• Front End Web Designer / UI Designer (User Interface Designer) / UX Designer (User Experience Designer)

AT&T CONNECTECH 6 Lincoln Ave, Scarborough ME 04074 United States of America

2010 – 2011 CSR & SALES SUPPORT AGENT Tel: 866-***-****

• Provide inbound customer support to AT&T's 13 State DSL & U-verse Customers by handling a large number of

technical calls from customers.

• Educates customers regarding their existing services, propose solutions to customer problems, and informing them of

company’s additional products, sales campaigns and services.

• Exercise discretion and independent judgment in resolving mission critical customer issues, as well as making some

administrative changes to live systems.

• Accomplish all workload in a timely manner with limited supervision.

• Compete for monthly bonuses and other incentives.

ANTIGUA PUBLIC UTILITIES AUTHORITY ANTIGUA & BARBUDA

2006 – 2009 Revenue Assurance Analyst Tel: 268-***-****/Fax:268-***-****

Overall responsibilities included ensuring maximum collection of revenue:

• Assists in the creation of audit policy procedures to identify revenue leakage and detect fraud.

• Investigate, analyze and identify potential revenue leakage and discrepancies from various revenue streams including

both subscription fraud, internal fraud and billing anomalies.

• Prepare RA solution/reports/bulletins to increase management awareness of actual and potential areas of risk/exposure

and patterns identified during the analysis and investigation process and recommend appropriate action to either

prevent or mitigate the risk.

• Review departmental processes, procedures and working practices to ensure end-to-end management and integrity

across the network with an overall objective to ensure ownership is determined and escalation practices are

implemented for corrective action to be deployed.

• Full range support in relation to surveillance and monitoring using adhoc investigations and resolution techniques for

fraud prevention, detection & deterrence.

• Prior experience in Customer Support allowed me to treat problems both from a customer's point of view, as well as, an

engineer's view as well. As we all know, both seldom see eye to eye.

• Worked scheduled days as well as unscheduled days and beyond regular work hours as required.

2005 – 2006 CSR & ADSL High Speed Technician (Got promoted to above position)

Overall responsibilities included registering new customers, install and configure ADSL connections:

• Negotiate new services and agreements with new and existing customers while up-selling products and promoting a

positive, professional image.

• Install, disconnect, reconnect, add and/or change Video, Telephone and Internet Services and troubleshoot products at

residential customer’s homes.

• Resolve customer related service problems by performing repairs, preventive maintenance on the customers installation

by locating and replacing defective company-owned equipment.

• Educates customers regarding their existing service, propose solutions to customer problems, and informing them of

company’s additional products, sales campaigns and services.

• Accomplishes work load demands against performance metrics by working productively, safely, and by completing all

requested work orders in a timely manner with limited supervision.

• Handle a large number of technical calls from customers including requests for new Internet accounts and initial set up

assistance; requests to change passwords; resolution of e-mail problems; research inoperative connections; resolve

networking and browser configuration problems; troubleshoot and assist with desktop PC HW/SW problems.

• Exercise discretion and independent judgment in resolving mission critical customer issues, making administrative

changes to live systems.

• Worked scheduled days as well as unscheduled days and beyond regular work hours as required.

CARIBBEAN STAR/CARIBBEAN SUN AIRLINES ANTIGUA & BARBUDA

2004 – 2005 CSR, Reservations & Ticketing Agent Tel:800-***-****

Sell tickets and ensure cabin accommodations.

• Responsible for assisting customers with travel needs such as answering inquiries, ticketing, checking-in passengers,

and boarding flights in a fast-paced environment.

• Evaluate and prepare flights by arranging seat assignments and load, coordinate special meals, and upgrades.

• Perform boarding and gate duties, such as checking flight tickets, assisting and directing passengers, making

announcements, checking aircraft, and confirming cabin security.

• Handled all transitions in a timely manner including over-sales, delayed or cancelled flights, and any issued revolving

around lost/damaged luggage ensuring complete customer satisfaction.

MINISTRY OF AGRICULTURE, LANDS & MARINE RESOURCES ANTIGUA & BARBUDA

Tel:268-***-****

1999 – 2004 Jr Clerk, Land Inspector, Ass CIO Officer

• Liaison between the offices of the Attorney General, Governor General, Parliamentary & Cabinet Secretaries with that

of the Attorneys representing alien non-residents purchasing properties.

• Prepare official documentation of property in question as well as other necessary legal instruments for the purpose of

purchasing properties by alien non-residents.

• Prepare and evaluate official documents necessary for the legal purchase of CROWN LAND by native national and

naturalized citizens.

• Prepare LEASE documents for the official signatures of the Governor General, Attorney General, the Parliamentary

Minister with administrative responsibilities for Agriculture, Land & Marine Resources, the Permanent Secretary of

the Ministry of Agriculture, Land & Marine Resources and also the Chief Lands Officer or the Director of Agriculture.

CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARES

• AT&T U-Verse CRM Customer Interaction Manager

• UltiPro Workplace Human Resources Portal

• Gabriel Airline Reservations Software

• Liaison UTS Terminal Emulator

• Interaction Client:.NET Edition

• CTSM (CT Service Manager)

• Siebel Call Center CRM

• SAFELinkEnterpreise

• Share Point

• Cerillion

• Redknee

IMPORTANT FACTS ABOUT CANDIDATE

• Solid track record of outstanding customer service care and problem solving skills.

• Demonstrated aptitude for quickly learning new technologies, equipment, and software.

• Proven ability to perform exceptionally as a Team Player or remotely unsupervised.

• Experienced in training/teaching computer and other technical skills.

• Skilled in building, updating, and managing E-commerce based website.

• Skilled and experienced in configuring DSL High Speed Internet and Broadband

• Proven and demonstrated skills in configuring and managing various CRM Programs

• Presently holds a Webmaster Degree w/ concentration in Ecommerce, Management, and Marketing

• Also a certificate in Business Management amongst others.

ACADEMIC QUALIFICATION – ANTIGUA & BARBUDA

College Antigua Barbuda International Institute of Technology Webmaster Degree 2001-2003

Pre College Antigua State College (Advance Levels Division) Certificate 1998-1999

High School Clare Hall Secondary School HS Diploma 1990-1997

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