Customer Service Manager
Resume:
Adrion Allen
Tulsa, Oklahoma ****9
*********@*****.***
OBJECTIVE
Experienced customer service leader seeking an evolving analytical
position in a competitive technology and/or support environment
EDUCATION
St. Gregory's University-Tulsa Tulsa, OK
BSB: Management
Concentration: Management/Administration
In Progress
Tulsa Community College- Tulsa Tulsa, OK
Associate of Liberal Education
EXPERIENCE
U.S. Cellular October 9th, 2006 - October 15,
2010
Supervisor / Coach - Customer Service
Coaching and development of team of customer service porting specialists
Monitoring and evaluating calls to ensure associates are providing an ideal
customer experience
Monitoring call volume to ensure service levels are met and customers are
efficiently served
Planning and facilitating various meetings (huddles, leadership meetings
etc.)
Creating development plans for associates to help them achieve career goals
Holding associates at all levels accountable to the values, expectations
and behaviors of a Dynamic Organization
Handling personnel issues (corrective actions up to and including
separations)
Building and maintaining strong working relationships across the
organization
Logging into phones and serving customers during periods of high call
volume
Effectively and efficiently handling and resolving more complex escalated
customer concerns
Technical Support Representative (Tech Team)
Responsible for researching, resolving and follow-up with technical issues
related to the switch, voicemail, wireless PBX, telephone administration
and other systems.
Tracked engineering trouble tickets using Remedy
Reviewed activity and queue loads while tracking errors for proactive
corrections.
Performed switch updates including activations, resumes, suspends and
changes.
Supported SPINA fraud prevention in switch
Reviewed number availability reports from engineering facilities
coordinator for NPA-NXX
Acted as liaison with TDS, Sales administration and Engineering for switch
manager issues.
Customer Service Representative
Responsible for one call resolution of wireless technology concerns ranging
from billing and adjustments to technical support of wireless handset
functionality and features.
Electronic Data Systems (E.D.S) May 2000-October 2006
Helpdesk Coordinator
Provide first level commercial and desktop support for EDS/AMR helpdesk
Performed password resets, software applications assistance, remote
connectivity using VPN, hardware support including printers, networking,
SABRE functionality and support, and GroupWise email.
Utilized knowledge of Service Center, Windows Operating Systems, and other
proprietary AMR applications.
Computer Operator
Silo manager for tape enters and ejects.
Monitored mainframe console and printer queue requests.
Performed DRU and DRA off-site tape rotation.
Tape mounting and secure vault filing of secure flight passenger manifests
and ad hoc client requests,
Provided data collection, distribution, sorting and filing of taping
systems, CD and other electronic data capture and system loading software
for the EDS secure vault.
Provided commercial operations disaster recovery capture and offsite
sending.
Maintained a scratch pool of tapes and CD's pulled in accordance with
established retention periods.
Professional Associations
Global volunteers
Urban League of Young Professionals
Faith Based Community Involvement
Personal and Professional References
Janie Armstrong - Customer Service Manager
U.S. Cellular Corporation
Jennifer Maida - Business to Business Supervisor
U.S. Cellular Corporation
Chester Beebe - Wireless Number Portability Supervisor
U.S. Cellular Corporation
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