Customer Service Quality Assurance

Roy J ames Holden Jr.

***********@*****.***

Professional Summa ry– I a m an experienced field technician in the cable,

satellite, and telecommunications industry with over one and a half

years of drive testing experience. I have nine years of customer service

representative skills in the telecommunications industry and two years of

sales experience in credit consultant and car sales industry. I also have

Accounts payable, Quality assurance, interpersonal, managerial, and

h ands on experience skills, which makes me a great candidate to provide

t he customers, clients, and employer with exceptional service.

Professional Experience

Axcent Networ ks Plano, TX

Order Issuance Manager J anua ry 2011 –

J uly 2011

• Monitor Granite queue for Midwest market orders in “Ready” status to

be provisioned

• Process Granite work orders specifically in Midwest region for delivery

to T1 Cell site

• Determine meet-point information by reviewing ICSC and Telco-data

websites

• Verified addresses of T1 installation using CTS/Remedy with

technicians on site

• Updated Granite with FOC/Completion information as T1 sites

i nstalled

• Cleared clarifications and rejected orders as necessary to complete

i nstallation of T1s

• Issues ASRs with LECs in LEC system (VFO & Access Ordering) for

both Special and Switched access orders as needed

• Followed orders from end-to-end, monitoring daily status to ensure on

t ime delivery of circuit

• Process a minimum of 25 ASRS per day which included moves, adds,

changes, disconnects and new installs

• Adjusted due dates of T1s to allow forDS3, fiber and conduit

i nstallation as necessary

• Provides daily/weekly updates and reports to Midwest market project

manager

Verizon Business ( Insight Global) Richa rdson,

TX

I mplementation Order M anager September 2010 –

J anua ry 2011

• End to end responsibility for the accurate completion of customer

orders.

• Tracking order throughout the order entry and delivery process until

revenue is fully realized and keep, customers updated on a regular

basis.

• Take ownership of resolving any rejected orders by working with the

appropriate expertise across the In ternational organizations.

• Produced weekly spreadsheets detailing all pertinent order information

w ith up to the minute updates.

T ime Warner Cable I rving, TX

Customer Service Rep May 2010 – September 2010

• Provide quality service to customers via phone in account activation,

maintenance, billing, problem solving, modification, enhancement, and

w hen required, de-activation.

• Sell our service features to meet defined sale objectives/goals.

• Operate computerized systems to record data, make corrections or

complete required follow up.

• Solve customer problems within company service policies and

guidelines utilizing approved procedures.

• Handle routine customer service calls and carry out fundamental

customer service tasks. When non-routine issues arise, select from

clear cut courses of action for next steps of escalate.

Waste M an agement Lewisville, TX

Operations Special ist June 2007 – May 2010

• Pulled and worked daily tonnage reports

• Operated the scale house for daily tonnage

• Made sure that all vehicles had proper materials before dumping in the

l and field

• Handled daily cash deposits

• Mailed out daily manifest to all surrounding cities

• Worked directly with District and Regional Managers daily

• Handled Accounts Payable

D ish Network Waxahachie,

TX

Satellite Technician M a rch 2006 –

J une 2007

• Installed satelli te dishes and related equipment to receive satelli te

s ignals

• Reviewed installation specifications, building permits, and

manufacturers instructions

• Discussed site location and construction requirements with customers

• Oriented dish to direction and altitude of communication satelli te

• Connected dish and television set to signal converter control box

• Performed off air broadcast network signal strength test, per

guidelines

D r ivers Select Arlington, TX

Credit Consultant September

2005- June 2006

• Assisted customers to understand their credit issues, habits, and

report scores

• Assisted customers with credit information in regards to purchasing a

vehicle

XO Communications - (Comsys) Contract Plano, TX

P rovisioning Engineer November 2003 –

M ay 2005

• Ensured network designs were accurate and met all technical standards

• Ensured all technical customer requirements were met by issuing accurate

and timely service

• Ut ilized and updated system to ensure order status was documented and t racked

• Facilitated the resolution of issues impeding order progress in TBS or SIEBAL 7

E xcel Communication Addison, TX

Local Customer Service Representative April 2002 – April 2003

• Specialized in selling Local and Long Distance Service

• Assisted with escalated issues, and was responsible for all escalated supervisor

calls

• Quality Assurance Duties

Caprock / Mcleod USA - Contract Ca r rollton, TX

Lead P rovisioningManagerAugust 2000 – November 2001

• Specialized in provisioning local and resale orders utilizing

M ETASOLV-TBS & AS/400

• Received and entered MACD orders related to changes of customer

request

• Identified order issues and owned to resolution until FOC/SOC date

was received

Allegiance Telecom, I nc Dallas, TX

Customer I mplementation Specialist, Team Lead November

1999 – August 2000

• Created shell PSR orders in METASOLV-TBS

• Handled all resale account

• Quality Assurance

Education

F ranklin D. Roosevelt H igh School Dallas, TX 1991 – 1995

Ashford University (Online) Clinton, Iowa

2009 - P resent

Technical Skills – Gran ite, Web XNG, VFO, AT & T Access ordering,

D S3’s, T1’s METASOLV-TBS, Window 95-XP, AS/400, LEX,

C ircuit Design, Southwestern Bell Toolbar, N IG H T F I RE,

Remedy, Unicorn, Bellsouth Len’s, VER I ZO N Wise, and

V ER I ZO N Web GU I, Softwa re and H a rdwa re instal l at ion, DSL,

P SR, LSR, ASR, WFA/C, Eastland, and SIEBEL 7.

Contact this candidate