Customer Service Sales Representative

Rose 'Kathy' Eddington

Email: **************@*****.*** 800 West 38th St. # 11106

Cell: 214-***-**** Austin, TX 78705

EDUCATION:

. B.A. in Communications from Stephen F. Austin State University

T-Mobile, USA (Frisco, TX)

PDA Tech Care Specialist, level III, January 2010-January 2011

. Troubleshot all PDA and sub-level mobile end-user support inquiries for

hundreds of devices and multiple mobile operating systems including

Blackberry Enterprise solution products, Windows 7, Symbian, Android

platforms, tablets and unofficially supported devices such as the IPhone

regarding network coverage, device information and data services; utilized

all on-line resources/tools (i.e. Remedy ticketing system, Blackberry RIM

tool, Streamline and IHLR) to troubleshoot and diagnose customer issues for

resolution; analyzed customer network profiles.

. Developed expertise with BIS, Microsoft Exchange and Exchange Active

Sync, email systems and protocols, order processing, trouble ticket

resolution, conducted returns, exchanges, warranty swaps, plan changes and

performed bill cost analysis. Remained cognizant of possible outages and

reported findings for tracking; supported Customer Care.

Entouch Systems, Inc. (Houston, TX)

Customer Service Representative, August 2008-August 2009

. Provided product analysis/technical support for internet, cable, alarm

and phone services for both enterprise and residential customers. Performed

service upgrades, researched/resolved and escalated both external

(customer) and internal (company) issues, handled billing inquiries and

facilitated account reconciliation associated with suspension of services,

processed orders, conducted competitive account cost-analysis regarding

products and services, coordinated product returns.

Shamrock Communications (Houston, TX)

Account Executive, January 2008- August 2008

. Promoted and sold Avaya telephony products, maintained files/records

related to purchasing and contracting .

Avaya (Coppell,TX)

Global Focus Team/Global Telecom Engineer, June 1998-June 2007

. Member of a Network Operations Center acting as the second tier and

single point of technical and global support for 90% of Fortune 500;

monitored, tested and troubleshot integrity of clients' voice networks to

facilitate problem resolution, triaged and escalated issues to resolution,

provided post issue analysis and root cause identification.

. Provided a knowledge base within the Network Operations Center and co-

ordination between VIP customers, remote field techs, account reps,

national account service managers, global managers and customer-assigned

reps to ensure priority issues were resolved promptly and efficiently in a

manner completely transparent to the customer and within contractual

obligations. Support included comprehensive worldwide services entailing

the ownership, management, analysis and assertive resolution of technical

communications software applications and services.

DDB Needham (Dallas, TX)

Administrative Assistant, May 1996-November 1997

. Right hand for managing partner; performed administrative duties, handled

all financial accounts, schedules and travel for department and its

clients, prepared reports for client presentations and internal agency

direction.

Publishing Concepts Inc. (Dallas, TX)

Receptionist/Sales representative, January 1996-May 1996

. Managed accounts for publishing firm. Performed reception duties, acted

as a first-line sales rep initiating cold calls to clientele, worked

directly w/nationwide clients to maintain financial/personal records.

References provided upon request

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