Customer Service Sales

Melanie J. Manning

***** ******** ***** . ***** ******, Mississippi 38654 . (913) 481-

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

Summary of Qualifications

Personable, performance-driven professional with strength in relationship

building and history of identifying strategies to reduce costs, increase

productivity, and improve efficiency.

. Offers background in responsible roles, training others and

planning/coordinating assignments independently.

. Delivers excellent customer service, meeting client needs in timely

manner and following up to ensure satisfaction.

. Proficiency in MS Word, Excel, Outlook; learns proprietary software

systems quickly.

Core Competencies

Communications . Root Cause Analysis . Contract Negotiation and

Management . Data Management . Reporting

Professional Experience

Ericsson (previously Sprint), Various Locations 1996-2010

Business Analyst, Kansas City, Missouri 2006-2010

. Assisted in maintaining at least 98% satisfaction of service-level

agreements, investigating causes behind missed obligations; produced

weekly and monthly reports on departmental successes and progress

toward resolving issues.

. Set up HR classes, ensuring full staff participation in all required

courses; onboarded new hires; trained offshore group; and provided

ongoing assistance, remaining available to field their questions.

. Generated head count chart and conducted time studies used in

determining if department was adequately staffed.

. Led order clean-up projects, reaching out to various groups within

division to ensure that orders were addressed and problems resolved in

timely manner; resulted in significant reduction in aged orders.

Provisioning Specialist III, Overland Park, Kansas 2001-2006

. Managed project orders from beginning to end, coordinating

installation multiple phone and data lines across cell sites; ensured

that services were provided in accordance with established deadlines.

. Developed in-depth documentation in preparation for 3G launch,

outlining steps involved in ordering process and procedure for

resolving issues both internally and with clients.

. Utilized manual as resource in training new hires to navigate 3G EVDO

wireless network.

Senior Access Analyst, Overland Park, Kansas 2000-2001

. Served in team lead role, directing work of six Sprint staff and as

many as 10 contractors; instructed team members in how to place orders

and solve any issues that arose.

. Approved, priced, and verified documentation from sales team for

contracts; negotiated project requirements, such as due date and

testing, with local telephone service providers.

. Collaborated with sales team in developing product implementation

guide, which addressed available features, client expectations, and

product requirements.

. Developed job aids used in training staff on processes and procedures,

increasing productivity and reducing costs associated with re-work and

re-issuance orders.

Network Provisioner III, Overland Park, Kansas 1999-2000

Network Provisioner II, Overland Park, Kansas 1998-1999

. Performed circuit engineering at greatest cost efficiency and

supported various revenue-building opportunities; met or exceeded

customer expectations for delivery on consistent basis.

. Trained employees on network and developed job aids for ordering

through system.

Carrier Market Technical Analyst I, New Century, Kansas 1996-1998

. Processed all incoming service requests, coordinated with other local

telephone companies on jointly provisioned orders, and maintained

frequent communication with engineers and technicians in field.

. Managed billing; provided verification billing and collection

activity.

Pepsi General Bottlers, Olathe, Kansas 1994-1996

Cashier/Order Desk

. Interfaced with customers, taking orders and resolving any issues with

product or delivery.

. Handled expense approvals and performed daily administrative work for

supervisor.

Education

B.S., Business Administration, Minor in Communications, Central Methodist

University, Fayette, Missouri

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