Angela D. Douglas

**** ****** ***** ****

Lawrenceville, Ga 30044

Home: 404-***-****

E-Mail: acthra@r.postjobfree.com

OBJECTIVE Seeking Customer Service Management position which offers a challenging career path directed towards growth and opportunity.

SUMMARY Telecommunications and Customer Service Support with over 20 years of telecommunications operations, technical and administrative support experience.

Experienced in root cause resolution for customer reported chronic service problems.

Lead, manage and develop a team to ensure department goals are met.

Manage, track and resolve all issues reported by customers

Adept in directing field technicians in the troubleshooting and repair of high-speed data and telephony service outages for large scale telecommunications networks.

Developed and reviewed situation and status reports to senior management.

Performed coordination of repair services between video and telephony groups.

ACCOMPLISHMENTS

Instrumental in establishing Media One’s Broadband Repair Center, focusing on residential telephone, high-speed data, and video service restoration.

Developed trouble call tracking system simplifying customer follow-up and maintenance of monthly call status reports to the CEO and corporate staff.

Created checklists and developed handbooks for calculating repair times and number of trouble calls on a weekly basis, reducing processing time by more than 80 percent.

Assisted in development of processes and procedures for Network Control Center handling an excess of 600 trouble tickets per day.

WORK HISTORY

Athletic Club Northeast Atlanta, GA Feb 08 – Present

Fitness Consultant/Group Fitness Instructor/CPR Instructor/Sales

• As a Certified Personal Trainer, responsible for providing introductory training assessments to our members, selling training packages. .

• Assisting as customer care manager ensuring safety and assist members as needed. Maintaining the Company’s culture of “customers first” to provide and wonderful experience.

Part of the sales staff, assisting in sales promotions to increase membership base. Maintaining company’s monthly sales and retention goals

Working closely with the Group Fitness department to find new ways to promote group fitness classes by providing training for instructor.

RBSLink/Worldpay Atlanta, GA Jan 07 – Feb 08

Helpdesk Technician

Ensure the details of each call are captured in our contact management database and that all unresolved technical issues are documented in the problem management ticketing system for routing to the appropriate technical support team Receiving incoming calls and over 100 emails daily to assist with customer needs with the purchase of products and services.

Able to prioritize and resolve customer related issues effectively with limited supervision. Provide technical support in an inbound call center environment to the organizations financial advisors & administrative staff on multiple proprietary software

Ensuring the financial advisors receive appropriate service for technical issues encountered while using the organizations proprietary software applications

Body Training Systems Marietta, GA Jul 04 – Jun 05

Customer Support Representative

Receiving incoming calls and over 100 emails daily to assist with customer needs with the purchase of products and services.

Able to prioritize and resolve customer related issues effectively with limited supervision.

Responsible for documenting, data entry and filing member of information.

Gold’s Gym Marietta, GA Jun 03 – Aug 08

Supervisor, Members Services

Responsible for management and supervision of front desk and nursery staff.

Tasked with greeting all guests and members.

Responsible for typing memos and correspondence for management staff, as well as scheduling appointments and answering phones.

Comcast Atlanta, GA Oct 01 – Mar 03

Manager, Broadband Service and Repair

Responsible for management and supervision of more than 20 Broadband HFC analysts and service representatives. Provided monthly assessments, call monitoring and continuing on the job training

Tasked with development of daily network health reports to senior management.

Managed technician schedules and routing of trouble calls to outside field forces and internal agencies to include directors, mid-level managers, and the main call center.

Accountable for directing and training new employees in the operations and maintenance of broadband, telephony, high-speed data, and Digital NexTV services.

Charged with creation of trouble handling flow process which included reporting schemes and metric evaluation for archived maintenance actions.

Measured and reported radio frequency (RF) spectrum analysis for residential telephony utilizing BellCore Element Management terminals.

EDUCATION and TRAINING

Master in Telecommunications Management, Present

Keller Graduate School, Dunwoody, Georgia

Bachelors of Science Degree, Electronic Systems Management, 2000

Southern Illinois University, Carbondale, Illinois

Associates in Applied Science Degree, Information Systems Technology, 1995

Community College of the Air Force

Broadband training course, 1999

Remedy, 1998

ConnectVu, Jul 2000

Microsoft PowerPoint, Access, Excel, Word and Project Manager

Certified CPR Instructor

National Personal Training Institute: Personal Training and Basic Nutrition

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