Customer Service Manager

Jacquie Kapenga Roush

**** *******, ******** **

650-***-**** *************@*****.***

Telecommunications Service, Support,

Escalation and Implementation Specialist

Objective

Experience in global office build out which include structure cabling,

circuit provisioning, planning, and coordination in all different levels.

Strong customer service oriented and ability to interact with clients,

staff, and management team.

Build partnership with both internal and external partners and other key

vendors to accelerate product evaluation, product design, proof of

concepts, and implementation strategies. Training program and knowledge

transfer, including documentation to ensure smooth hand-off with internal

staff.

Specialties

- Escalations - Customer Technical Service - Maintenance Scheduling

- Telecom Hierarchy - Project Management - Carrier Access Billing

TIRKS - Network Management - GPS Fleet Tracking

Accomplishments

4 Quarterly AT&T Safety 200*-****-** Installation & Repair Technicians

8 Very Satisfied Quality of Service awards 2008

2% Increased Attendance

Zero Motor Vehicle Accidents 2005

Experience

1/2009 - Present JIM'S MOBILE STEAM CLEANING PACIFICA, CA

SUPERVISOR

Supervise mobile Steam cleaning crew for commercial fleet steam cleaning

operations for hired contract jobs. Dispatching crews, supervising crews,

and fleet maintenance tracking.

Spotlighted Achievements:

- Exclusive truck washer for annual NASCAR event in Sonoma, CA.

- Exclusive truck washer for annual NHRA races in Sonoma, CA.

- Exclusive truck washer for annual INDYCAR event in Sonoma, CA.

- Exclusive truck washer of the AMA, Motorcycle shows in San Mateo, CA

10/2007 - 1/2009 AT&T/SBC/PACIFIC BELL DALY CITY, CA

SERVICE MANAGER - ESCALATION

Service Manager Responsible for post-sale relationship with assigned

customer ad manage the customer experience across Service Delivery

(ordering/provisioning), Service Management (maintenance) and Billing. Act

as the customer's service steward across AT&T's portfolio of services.

Provide proactive monthly Stewardship for assigned Government and Education

customers. Develop and manage Service Action Plans. Deliver full Customer

Service Plans to customers, which provided a detailed plan for identifying

problems and corrective actions on the issues. Provide project management

assistance for "mid-sized" bundled offer projects that do not fit project

management minimum threshold guidelines, ensuring that first bill review

occurs. Partnered with Sales for proactive order management, identifying

possible jeopardy and escalation when appropriate within various AT&T

departments. Lead regularly scheduled customer service meetings. Primary

contact for all maintenance escalation support to customers and sales after

escalations made within the maintenance organization. Extensive experience

with Core Network Arch, routing/switching Arch, WAN/MAN Arch, MPLS, IP-VPN,

VOIP, IP Telephony/Unified Messaging/Voice Mail/Call Center, WiFi, 802.1x,

Load Balancing, Remote Access, Extranet, Video Conferencing.

Spotlighted Achievements:

- Maintained 55 nationwide business customers' relationships in every

aspect of telecom. Customers like San Francisco Giants, Sees Candies,

Papyrus, BevMo, Jamba Juice; Kleinfelds, Meeks Lumber, California Check

Cashing, Valley Yellow Pages, Babcock & Brown, RaiderImage, and more.

5/2005 - 10/2007 AT&T/SBC/PACIFIC BELL DALY CITY, CA

SUPERVISING MANAGER - CORE NTWK SVC

Supervisor, coach manager leading approximately 20 subordinates in I & R &

Maintenance & Provisioning for the San Francisco/Daly City area. High

degree of interaction working directly with Customers, Service Management,

Network Management, Technical Support, NDC, LFO-OUT, WMC, LFO-IN, WCC &

other departments in the restoration of voice, DSL & circuits. Conduct

weekly or monthly quality reviews & annual performance appraisals as

required. Experienced in scheduling, budget controls, safety, labor

relations & force load management with working knowledge in the following

support systems: GCAS, WebADD, GPS, Fleet, MATT, NOW, Data Desktop, PIP,

GPS, VTS, CEE, TECHSCORE, WFA, REACT, TIRKS. Able to manage intense

workloads, escalations, and meet service objectives and budget commitments

as well as process documentation. Experience and knowledge of MCO

maintenance processes in support of special services during cable failure,

repair and restoration.

Spotlighted Achievements:

- Increased crew attendance by 2%

- Zero accidents in 2005

- 4 Quarters perfect safety record 2006-2007

3/2004 - 5/2005 AT&T/SBC/PACIFIC BELL SAN FRANCISCO, CA

SERVICE EXECUTIVE - ESCALATIONS

I was responsible for service management of National customers. I served as

primary customer service contact &attain positioning as the customer

advocate to accomplish service objectives. I supported Global Sales teams

revenue and strategic initiatives. Provided appropriate account service by

implementing plans, gathering data & in analysis, development of

initiatives & reporting of results. Decided service strategies to attain

objectives and accountable for customer satisfaction w/all SBC service and

product offerings. Maintained a comprehensive understanding of each

customers network and operation of all services purchased from SBC. I

developed service plans to protect and grow revenues allows enhanced

customer satisfaction. As the customer's advocate within SBC monitor and

evaluate customers network performance levels & address customer service

performance deficiencies. I provide resolution of complex voice & data

networking problems & responsible for removing roadblocks & managing many

escalations. 24x7 allows the ability to stay engaged & involved with the

resolution of service problems as they arise. I provide letters, post

mortems and presentations. I am experienced in Special Services, voice/data

networking, MLPS, VOIP, strong leadership skills in high intense, demanding

environment, customer contact. Quick decision making to establish

priorities & I communicate with all levels of management effectively. I

involve extensive analytical/problem solving skills, team

building/leadership skills, conflict & mediation skills for problem

resolution. Strong interpersonal & persuasive skills. NAC/MAC procedures

for voice, data, CPE, internet. I understand many product applications,

Network/Ops, plant, CO Ops, CPE, Premiere serve products, network

interfaces & options, SONET, ATM, LAN/WAN, TIRKs, LMOS, AS400, WFA.

Training: some CCNA, Trends, Applications In Technology & most

PremierServe. Passed ESM test - SBC/AT&T Engineering test 5/25/2005.

Spotlighted Achievements:

- Maintained 15 national business customers' relationships in network

management and other aspects of telecom. Customers like World Savings, AIG,

Oldcastle-CRH, BMC Software, and others.

1/2000 - 3/2004 AT&T/SBC/PACIFIC BELL SAN FRANCISCO, CA

SALES SUPPORT MANAGER

Provide, coordinate/oversee SSP contracts ECATS for telemanagement accounts

for MCI, PacWest, Claricom, Global Crossing, and Demand Module sales and

CCRS custom billing. Experience with customer conflict resolution,

complaint handling, negotiation and project coordination. Lead account team

planning and strategy meetings with customers. Sales support, service

order, and 25+ years of telecom experience. Primary source for the

provisioning process, responsible for managing the implementation,

including complex centrex order issuance, post cut-over follow-up and

customer product design/redesign. Knowledge of a wide range of

telecommunications products and services including Hicap. UCD.T1-IAS. DSL.

DS1. DS3. ATM. Frame Relay. Frame DIA. ISDN. Super Trunk and DID products.

SBC LD Voice & Data trained. SKILLS: PC literate in Excel, Word, and

Powerpoint. NetMeeting. Big System. Business Objects. DSL Subscriber.

Requirements Certified. Technical writer. Familiar with SBC Regions,

applications and product variations. Information Mapping. Phone Skills.

Requirements Analysis. Detail Minded. System Requirements. Software

Development Lifecycle. Technical Documentation. Project Management.

Supervision. Inter-personal Skills. Training. Sales. Residential Consumer

Marketing. Contract tracking. Business Marketing. Order & Bill validation.

PC skills. Microsoft Office. Power Point. MS Word. Excel. CRIS. CABS. LEX.

LASR. AOG. SalesOne. WebMOM. OSS. MetPro. TAXI. SPORT. SORDCABS. Galaxy.

TIRKS, OLRM. LSOR. UNE-P. Resale. Industry Markets. Netscape. Explorer.

LattisPro. AMOS. SWITCH FOMS. EASE. B-EASE. Horizon. ESTRS. E-Link.

Accessible Letters. Document Presentation. Sales Team interfacing.

Knowledge of outside plant and frames network facility loop. Familiar with

unbundled network, co-location and line sharing. CA Driver License.

Spotlighted Achievements:

- Implemented new voice services for MCI, WorldCom, PacWest Clecs

1/1998 - 1/2000 AT&T/SBC/PACIFIC BELL SAN FRANCISCO, CA

MANAGER - METHOD/PROCEDURES WRITER

Write Resale (wholesale/UNE) M&P. Gather, analyze, track and produce

Methods and Procedures documentation. Service order Requirements and

Impacts LSC/FLSC service reps. Conduct interviews, attend Core Team and

product development meetings, service order design, document processes for

the Resale Service Centers in implementation of new M&P. Document upstream

and downstream ordering impacts via LSR, EDI and LEX LASR for new products

and procedures. Facilitate walkthroughs for Methods and Procedures reviews.

Publish Method (M&P) documents for CLEC Handbook, SuperBook, TIRKS, METPro.

Provide Resale (some wholesale and UNE) advice and counsel for 13 States.

Experience all SBC Regions, applications and product variations. Project

managed & published ILP (IntraLata Presubscription/LPIC), Resale M&P in

multiple SWBT/NB/PB regions Oklahoma March 25, 1999,

Texas/Kansas/California/Nevada May 7, 1999, Arkansas May 21, 1999, Missouri

July 22, 1999 published in METPRO (2 M&Ps show my name authoring them)

California Industry Markets Resale ILP

http://metpro2.sdcrc.pacbell.com/dynaweb/im_ca/resaord/i7000025/@Generic__Bo

okView Nevada Bell Industry Markets Resale ILP

http://metpro2.sdcrc.pacbell.com/dynaweb/im_NV/Res_Ord/i707100/@Generic__Boo

kView

3/1997 - 1/1998 AT&T/SBC/PACIFIC BELL SAN FRANCISCO, CA

REQUIREMENT ANALYST TECHNICAL WRITER

Gather, Analyze and Document Business Requirements and Systems Impacts for

the CABS billing system. Conduct interviews; attend Core Team and product

development meetings, service order design, document requirements for use

in software development lifecycle for systems analysts in implementation of

new technology and products. Developed IVR test cases to beutilized for UAT

(User Acceptance Testing) to undergo rigorous testing procedures prior to

production release. Participate in inspections, walkthroughs, Methods, and

Procedures reviews.

Spotlighted Achievements:

- Completed new CABS screen requirements OSS, AOG access systems

4/1986 - 3/1997 AT&T/SBC/PACIFIC BELL SAN FRANCISCO, CA

SERVICE REPRESENTATIVE RESIDENCE/BUSINESS

Government, Education, Medical in BCS. Order representative and Billing

representative and sales support for Government accounts. Work with account

teams on contract analyzing for government and other global contracts.

Comprehensive work with Priority Account team customers implementing

complex service orders in relation to circuit/service design, coordination

installation and billing. Customize bill documents to meet Government

account requirements for post implementation and collection. Work as part

of account team with account executives to project management market plans

to increase revenue by consultative selling of specific applications to

customers. Coordinate complex voice, Centrex, TIRKS, DDI, DS1, FRS, ISDN

and HICAP, Sonet, Frame relay and project orders. Coached and mentored new

representatives.

Spotlighted Achievements:

- Billing contact for Stanford Univ.; UC Berkeley; City of Oakland, Alameda

County, Ca

04/1986 - 04/1992 AT&T/SBC/PACIFIC BELL, San Francisco, CA USA

SERVICE REPRESENTATIVE -CONSUMER

Answered consumer inquiries via call center on an ACD. Minute by minute

decision making resulting in customer satisfaction. Lead coach for

continuation training of new reps. Universal rep trained in both billing

and orders. Resolved claims and issued BOSS billing adjustments to customer

accounts. Processed service orders. Coached and gave Custom 800 product

training office wide. Lead rep in specialized "Home Office" group. Applied

conflict resolution knowledge at in-charge position. Knowledge of tariffs,

TIRKS and reference materials. Assigned, distributed, and tracked batch

projects.

Education

AT&T Centers of Excellence, Nationwide, USA

Requirements Analyst Certification

Information Mapping Certification

Microsoft Applications

Installation voice grade

Configuration Networks

OSI Model 7 Layers

CWA Contract Overview

Skyline College, San Bruno, CA USA

Business - Psychology

Mercy High School, Burlingame, CA USA

Graduate - Diploma

References

- CANDACE KIKA - 415-***-****

- MICHAEL HEUGLY - 602-***-****

- ADELA BAUMANN - 650-***-****

- RENATO PASCUAL - 650-***-****

Contact this candidate