Customer Service Manager
Resume:
Berlene Means
Fairfield, Alabama 35064
*******@*********.***
Education
Master of Science in Early Childhood/Elementary Education, May 2009
Samford University, Birmingham, Alabama.
Bachelor of Science in General Studies, May 2005
Samford University, Birmingham, Alabama.
Student Teaching
C.J. Donald Elementary, Fairfield, Alabama March -
May 2009
. Kindergarten, Thematic Unit
McAdory Elementary, Bessemer, Alabama January -
March 2009
. 3rd Grade, Science Unit
Clinical Experience
Hemphill Elementary, Birmingham, Alabama January 2009
. 4th Grade, Reading
Homewood Middle, Homewood, Alabama November 2008
. 6th Grade, Social Studies Unit
Midfield Elementary, Midfield, Alabama November 2008
. 2nd Grade, Observation
Valley Elementary, Pelham, Alabama October 2008
. Kindergarten, Alabama Reading Initiative
Homewood Middle, Homewood, Alabama October
2008
. 6th Grade, Observation
McAdory Elementary, Bessemer, Alabama
September 2008
. 1st Grade, Observation
Mountain Brook Elementary, Mountain Brook, Alabama July 2008
. Special Education
Edgewood Elementary, Homewood, Alabama June 2008
. 3rd Grade, Summer Reading Program
Work History
Impact Counseling, Birmingham, Alabama, Behavioral Aide, 2010 - Present
. Provide crisis intervention as needed.
. Evaluate and document student's progress towards their goals and make
appropriate referrals.
. Confer with teachers as requested for the purpose of assisting in
evaluating special education student progress.
. Instructs special education students one-on-one.
. Reports observations and incidents relating to specific students.
. Implements academic instruction taught by a teacher.
AT&T, Birmingham, Alabama, Center Support Manager, 1999 - 2008
. Planned and directed activities to anticipate and resolve process
deficiencies.
. Planned and implemented process improvements with customers and
interdepartmental teams to improve service order provisioning and
billing accuracy.
. Planned and coordinated new product/service implementation and other
projects with customers and interdepartmental contacts.
. Investigated and resolved complaints made to government regulatory
commissions or to company executives.
BellSouth, Birmingham, Alabama, Supervisor, 1995 -1999.
. Supervised and developed 65 service reps in a customer service center.
. Maintained and reviewed attendance records and performance
evaluations.
. Interfaced with other departments to ensure proper coordination with
billing information and service orders.
. Provided performance evaluations.
. Recommended settlement proposals and participated in settlement
conferences with customers.
. Performed disciplinary actions when necessary.
. Coached subordinates to increase efficiency and accuracy.
. Made recommendations to upper management to improve center
efficiencies.
. Handled customer escalations.
Technology
Microsoft Word, Power Point, Excel, Publisher
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