Customer Service Manager

Sheilah L. Hill

*** ******** ****

Red Oak, Texas. 75154

Home (972) - 576 - 2773

Cell (469) 279 - 3933

Email: *************@***.***

Summary: Extensive experience as a customer service technician in tele and

data communications with proven capabilities in analyzing, trouble

shooting, solving and documenting complex problems. An innovative

technically savvy team player with a customer focus attitude, thriving in

dynamic, challenging environments.

Professional Experience

Verizon Aug 06 -

Current

Nation Dispatch Center Texas - Switching Services Tech

Responsible for coordinating early installation of Verizon's customer's

high capital communication lines. Prioritize installation task according

to communications hierarchy. Act as an Interface for Central office

supervisors, facilities and other internal departments with the intent to

exceed customer expectations and build client loyalty.

.

. Manipulate and manage daily excel workload report.

. Make use of Verizon's AWAS/AAIS application to monitor, update and

maintain current order and tech status.

. Probe into and escalate issues to Verizon upper management when order

commitments are not met.

. Lodge investigation when advised of missing orders.

. Observe and manage priority email box for the states of Ohio, Indiana

and Michigan, expediting accordingly.

Aug 04 - Aug 06

National Buried Service Wired - Clerk

Responsibilities included overseeing the daily activities of California

Fios/Business as usual field technicians.

. Investigated orders in IVAPP to insure service level commitments were

kept.

. Submitted customer data into TADS application for ticket creation and

dispatch management.

. Utilized AWAS to track technician time and availability.

. Entered data into ISMS, to insure proper vendor dispatch and work load

monitoring.

. Viewed and manipulated trouble tickets in vRepair to eliminate inner

departmental mis- routes and queued errors.

. Provided telephone support and assistance to technician and field

managers

Target, Cedar Hill, Texas.

Aug 03 - July 05

Telephone Operator

Performed clerical functions as necessary. Answered telephones, performed

10 key functions, filing, faxing, typing and working with store time

reports. Communicated and coordinated simple task with other departments

at Target.

. Processed paperwork/invoice/reports pertaining to the area of

responsibility. Duties included data entry and analysis, preparing

reports, creating and editing schedules, writing store newsletter and

heading all store fun activities.

. Operated all office equipment, which included personal computers,

calculators, copy and fax machines as well as others that pertained to

the position.

. Set up and maintained department files, received, sorted and distributed

mail to appropriate area/persons.

Alliance Data Systems, Dallas Texas

1999 - 2002

Methods and Procedures Manager.

Managed 3 technical writers responsible for collecting, organizing,

developing and editing IT support processes and procedures, manuals,

brochures, newsletters, web pages, and the overall support documents for

over 150 associates.

. Developed creative and workable solutions to difficult, complex problems

through coordination with Technology and Service Delivery Vice President

and Executives developing strategic organizational effectiveness

initiatives leading to enhance performance, productivity and employee

satisfaction levels.

. Investigated and studied materials and processes used by IT support

personnel developing best of class standard procedures.

. Reviewed and provided critical input data on documentation developed by

the Technical Team ensuring completeness and accuracy before delivery to

IT support staff.

. Organized and maintained IT documentation database, improving access to

key supports documents.

. Created Power point presentations for potential clients, and as a

strategic memory aid for Data center operations.

Network Operations Manager.

1998 - 1999

Managed staff of 14 network operators. Including job descriptions,

performance appraisals, career planning, technical training and

professional development.

. Established objectives, organized, directed and coordinated network staff

responsibilities to meet work load requirements.

. Monitored Network Operations incident trends, and identified

opportunities meeting and improving service level performance.

. Coordinated with Lines of Business groups and Network Operations ensuring

clear

Communications, smooth implementations of new business,

applications, and systems

with optimum customer service.

. Stimulated and developed creative ideas from group improving day to day

processes.

Network Lead

1997 - 1998

Provided 2nd level Pos., Sna backbone and Wan support for 14 network

technicians and ADS' internal and external customers.

. Researched and resolved chronic network and other issues for the Cis

postmortem review process lowering the fault isolation process.

. Defined policies and procedures, along with any supporting tools,

documentation and training materials needed to support post mortem

recommendations, boosting LOB confidence and reducing team frustration.

. Created and conducted mentoring program, raising the competency levels of

new hires and entry-level technicians.

JCPenney, Plano Texas.

1994 - 1997

Network Communications Technician

Supported critical applications and managed the overall integrity, problem

analysis, escalation and resolution for JCP's SNA, LAN, Wan Pos,

AS400/Tandem, backbone network.

. Performed network testing, fault isolation and monitoring for all Ds3's,

T1's, 56k, ISDN, Vsat, Frame Relay circuits and communication devices.

. Dispatched all problems to network and POs vendors along with routine

follow up on vendor responsiveness.

IBM/Advantis, Irving Texas

1992 - 1993

Tape administrative librarian

Handled internal/external tape issues.

. Performed verification and preparation of incoming and offsite tape

vaulting.

. Maintained integrity of tape library.

Mobil Oil, Dallas Texas

1991 - 1992

Global Client support

Provided 1st level MVS, VMS, DASD, JCL and Vtam support for a global client

community of over 66,000 end users.

. Identified and responded to error messages as well as manipulating

consoles to re-sequence job steps after job interruptions.

. Performed routine online spot checks of all Jes/Vps/Rscs, AS400, and

mainframe printers.

Dean Witter Financial Services Group, Dallas Texas.

1986 - 1991

Helpdesk/Network Control Operator.

Skills

Hardware: Pc's network cards, local and remote bridges, routers, hubs,

DSU, CSU's, muxes, modems terminal servers, controllers, protocol

converters, printers,etc

Software: Ms Windows/Office/Access, MS word, Power point, and most widely

used business applications.

Cabling: Twisted pair cables, Rs-232's, Ethernet, and coax.

Operating systems: MVS/Tso,Sdsf, Ispf, Sar, Sas ACF2, Netware, Netview,

Vtam, Tcam, NCP, Omegaview, Tng, Ca Unicenter, Connex, Connect direct,

Omegamon, Ims, Vms, Vm/Cms, Cics, os/2, 0s390,TNG, Tandem,A/s 400,

HpOpenview, Ftp, Ndm, Sndm, Ca7, Ca11, Pc anywhere.

Protocols: Tcp/ip, Sna/SDLC, Bsc,

Professional Development

Help Desk Analyst, TEK Systems, May 2002

Strategic Problem Solving Seminar, April 2002

Conflict Management Skills for Women, February 2001

Coaching for Performance Training, April 2001

The Conference on leadership Development and Team building, July 2001

The Executive Presenter, Koegel Training Development, October 2001

Business Process Mapping, Analysis and Improvement December 2001

Introduction to TQM - December 2001.

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