Dana Baker

*** ****** ******, *** ***, Elizabeth, NJ 07201 * 908-***-**** * (908)

***-**** * acf3fz@r.postjobfree.com

Objective

A challenging position utilizing my combined administrative and customer

service supervisory skills to enhance the customer experience

Summary of Qualifications

. Professional with 10+ years of customer service and administrative

experience in the fields of telecommunications and insurance.

. Customer service expertise: resolving escalated customer billing and

provisioning issues.

. Administrative experience: calendar management; invoices; travel

coordination.

. A.A. - Business. Eager, energetic and enjoys challenges. Self-

motivated. Self-managed.

. Microsoft Word, Excel, PowerPoint, Access, Outlook, WordPerfect, Lotus

Organizer and Visio.

. Excellent communications (oral and written), interpersonal, and

presentation skills.

. Verizon systems knowledge:BARRS,Coffee,Coach's

Aid,RFACS,SOP/DOE,Smarts,SSNS,

Professional experience

Verizon New Jersey, Livingston, NJ

12/2004 - 5/2013

Force Administration Clerk (3/2011 -05/2013). Juggle a wide variety of

operational, administrative, and communication duties in a dynamic

residential call center of 200+ sales consultants and 15 managers. Serve

as communications liaison between employees and management on a variety of

issues:

Productivity Reports. Generate performance, budget and financial reports,

adhering to deadlines.

Telephone/Calendar Management/Travel. Politely answer high-volume phones

lines, fielding calls, taking messages, and resolving problems.

Coordinate conference calls and travel arrangements.

Correspondence / Spreadsheets / Databases. Utilize Microsoft Word, Excel,

and PowerPoint to create correspondence, reports, and flyers. Communicate

via email. Maintain filing systems, electronic and paper.

Office Supplies / Vendor Bills. Order office supplies and electronic

equipment (cell phones, pagers) and process vendor invoices via

computerized system. Process expense vouchers for managers.

Office Technology. Utilize complete range of office machines (copiers,

printers, fax, and calculator) and monitor service needs of ensuring fully-

operational equipment department-wide.

Monitoring of Workforce Adherence. Monitor and analyze telephone

adherence levels of 200+ sales consultants while inputting and tracking

schedules, breaks, lunches, off-phone time. Manage vacation and time-off

requests.

Consultant - Repeat Billing Cue (1/2009 - 3/2011)

Performed as customer advocate and backend escalation point person for

trouble tickets and critical customer outages and issues where standard

process did not meet customer needs. Researched, pinpointed, problem

solved, and resolved complex escalation tickets. Served as a customer

advocate to continually drive optimization and stability.

. Remained alert to potential revenue-enhancing sales opportunities.

Supervisor-Internal Help Desk (11/2006 - 11/2007)

Performed as customer advocate discussing, investigating and resolving

dipustes, complaints, and inquiries regarding customers service, billing,

rates, adjustments, policies, etc.Rearched, pinpointed, problem solved, and

resolved complex escalation tickets. Support 120+ sales and service

consultants in systems, products, services, including 1) adherence to

departmental sales policies, 2) responses and solutions to system inquiries

and problems, 3) intervention of escalated customer issues

. Remained alert to potential revenue-enhancing sales opportunities.

. Effectively impact average handling time and sales revenue via highly

effective support and training

. Recognized as Subject Matter Expert on systems, sales policies, and

problem resolution.

. Promoted to this leadership position as a result of outstanding work

ethic, ability to work independently and project coordination skills

Sales & Service Consultant (2/2005 - 11/2006)

Satisfied requests from customers for installation, disconnection, or

changes of telephone systems and services. Identified customer needs and

recommended telecommunications and entertainment products and services

(FiOS, DSL, DirecTV, etc). Discussed, investigated and resolved disputes,

complaints and inquires regarding service, billing, rates, adjustments,

policies, etc. Interacted with other departments and customers to resolve

disputes and problems. Prepared and transmitted restorals of service and

disconnects for non-payment.

. Consistently met or exceeded sales objectives contributing to Verizon

revenue.

Norvergence Inc., Newark, New Jersey

8/2002 - 7/2004

Account Manager (1/04 - 7/04)

Processed contract renewals in coordination with sales department.

Reviewed customer requirements, expectations, and complaints promptly via

extensive interactions with all internal departments. Initiated process of

approval and funding on qualified upgrade accounts. Reviewed and resolved

client account activity, installation status, and billing discrepancies

with various departments. Maintained up-to-date client account information

within internal computerized reporting system.

Real Estate Coordinator (9/03 - 1/04)

Managed site selection process. Negotiated, abstracted and analyzed new

leases. Verified, reconciled and processed invoices and performed a

variety of tasks associated with real estate administration, including

maintenance of database, and recordkeeping of insurance policies for all

office sites.

Executive Assistant to the CFO and CTO (7/02 - 9/03)

Prepared and processed T&E reports. Answered, screened and/or re-routed

telephone calls for offices CFO and CTO. Prepared, created and tracked

detailed reports. Maintained ever-changing calendars and conference

schedule. Prepared and distributed agendas and coordinated meeting details

for the CFO and CTO staff. Maintained time keeping for Operations and IT

departments. Maintained confidential files. Prepared, edited, and

finalized correspondence, documents and reports utilizing various software.

Prudential Financial Inc., Inc., Roseland, N.J.

12/1999 - 06/2002

Administrative Assistant

Performed full range of administrative duties for busy financial services

group. Prepared, created and tracked detailed reports. Organized and

scheduled meetings, seminars and conferences. Managed incoming and

outgoing mail. Answered, screened and fielded telephone calls for O&S

executives. Filed, faxed, and photo-copied. Coordinated special projects,

travel itineraries, video-conferences and conference calls. Maintained

calendars. Processed and tracked check requests and bills. Prepared and

processed T& E report. Maintained inventory of office supplies and office

equipment.

Education

Union County College, Cranford, NJ. Associates of Arts, Business.

6/1996 - 5/2003

Abraham Clark High School, Roselle, New Jersey.

1992 - 1996

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