Management Customer

Heidi Strande

Denver, CO

303-***-**** http://www.linkedin.com/in/heidistrande

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

SUMMARY

Customer support professional with over 15 years experience working for a

global leader in communications. Strong telecommunication and business

reporting background, with a proven ability to handle multiple projects

under pressure, while adapting to process changes quickly and efficiently.

Excellent organizational and time Keen attention to detail and accuracy

management skills

Effective verbal and written Strong work ethic with high level of

communicator integrity

PROFESSIONAL EXPERIENCE

Avaya, Highlands Ranch, CO 1988-2011

Avaya is a global leader in enterprise communication systems

Customer Loyalty Coordinator (2008-2011)

Member of dedicated team responsible for ensuring that all Service Level

Agreements were met for our Signature Customers.

. Monitored multiple dashboards, making certain that all new cases were

handled per process. Notified senior management when various thresholds

were met. Utilized various report suites to identify cases requiring

manual intervention. Engaged appropriate duty managers for case

assignment and proper routing guidelines.

. Provided Call Management Support, overseeing call center queues, agent

states, and re-assigning resources as needed.

. Responsible for System Health Checks, and the escalation of any critical

system outages to IT for immediate resolution.

. Single Point of Contact for Customer Escalations.

Reports Manager (2000-2008)

Supported Avaya's Fault Management agreement with AT&T, guaranteeing that

all contractual obligations were met.

. Interfaced with remote and field technicians to ensure all processes were

followed and issues were resolved in the required amount of time.

Participated in meetings with Account Managers, and our Customers to

initiate new processes or streamline existing processes.

. Provided all daily, weekly and monthly reports to AT&T, detailing any

phone and voicemail outages that may have occurred. Authored all Root

Cause Analysis' for any qualified outages. Hosted weekly meeting to

discuss all trouble occurrences.

. Developed new Home Depot Reports Package, working with Senior Leadership

to capture all required data. Once approved worked with developers on

automating the process.

. In charge of associate recognition. Implemented new awards, suggestion

boxes and events. Because of these changes, internal employee

satisfaction improved 77%.

. Single point of contact for Preventative Maintenance and Intuity Reboot

Projects. Wrote processes, provided training, and developed schedules.

Systems Application Specialist (1999-2000)

. Remote maintenance technician responsible for repair on Avaya's large

business platforms.

Heidi Strande 303-***-****

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. Provided Tier 2 first contact support to quickly identify and resolve

system issues.

. Member of a specialized team that supported customers that had purchased

a special maintenance agreement, which entitled them to a higher level of

service and expertise.

Customer Software Administrator (1998-1999)

Dedicated software support for the Citicorp account.

. Responsible for all software translations required for moves, adds or

changes of the Definity product line.

. Provided technical support to our customers, and field technicians, with

regards to the availability and use of features within the PBX.

System Support Specialist (1996-1998)

Remote maintenance technician responsible for repair on Avaya's smaller

business platforms.

. Diagnosed and resolved hardware or software connectivity issues.

Account Assistant (1995-1996)

. Answered incoming customer calls, creating trouble reports for large

business customers.

. Acted as a liaison with local bell companies to clear our customers

repair problems.

Service Order Administrator - Customer Support Associate (1993-1995)

. Processed orders for account executives selling 800 services.

. Was a single point of contact for CustomNet Gold customers, providing

them billing, maintenance, and provisioning support.

Customer Contact Agent - Customer Contact Agent I (1988-1993)

. Handled all equipment orders, records updates, and installation requests

for Phone Center Store customers

. Answered incoming customer calls, placing repair reports for small

business clients.

. Clerical support for direct managers.

PROFESSIONAL DEVELOPMENT

Project Management Fundamentals, Leadership Development for Technical

Professionals, Technology Management and Strategy, Conflict Resolution,

Customer Relations, Time Management and Delegation.

TECHNICAL SKILLS

High level of proficiency in Microsoft Office products (Outlook, Excel,

Word, PowerPoint, Access, Visio), Business Objects, HP Service Desk, MIS,

Maestro, Siebel, Terranova, CMS, OPS Report Suite.

Extensive telecommunication knowledge, including the Definity Product

Line and Intuity Audix.

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