Service Customer

***** ********** ** ****** *******, California ***87 e-mail

abj2de@r.postjobfree.com ph 661-***-**** cell 818-***-****

Kathleen Massey

Objective

Worked for the phone company for 29 years in various customer services,

office-clerical jobs. I was offered early retirement due to force

reduction. I would like a job working at a vet's office . I would like

wages of $9.00 to $10.00 an hour.. I type 34 wpm.

Experience

10-19-03 thru SBC Communications /at&t Alhambra, Ca

1-30-09 California

Order Writer

Job responsibilities for order writer -Type orders for Business

customers for products and services offered by SBC /at&t California

that came in by fax, e-mail, or from Sales Agents for example-custom

calling features, DSL, ISDN, adding telephone lines, listings,

disconnecting services.

Would call customers with order numbers and due dates.

Worked on Mandated FCC project having to do with Centrex and other

projects brought into the office.

Applications and systems used-Microsoft Word, Excel, Microsoft Outlook,

Windows 98,Fax and Xerox machines, various phone company systems to type

orders into.

Skills used daily typing, research, fact finding, filing, Xeroxing,

talking to service representatives and other intercompany departments

and some external customer contact, noting accounts.

8-10-03 thru SBC Services Van Nuys, Ca

10-18-03

Accounting Associate

Job responsibilities for accounting associate-Identify and research

misapplied payments to correct telephone or company's bank account (s),

making good notes on customer's accounts.

Daily interaction with service and collection representatives, payment

locations and bank representatives.

Applications and systems used: Microsoft Word, Excel, Microsoft Outlook

and Windows NT, Image Processing Equipment, Fax.

Skills used daily-research, fact finding, analysis, talking to customers

and service representatives, noting accounts.

6-29-03 thru Pacific Bell Van Nuys, Ca

8-9-03

Service Representative-Residence

Job responsibilities are to help residence customers with billing and

order information and Sales.

Completed 5 weeks of training in classroom, passed testing at the end of

each training package, went on job and sat with an experienced service

representative to listen to calls they received and sales techniques.

Went back to previous job in accounting due to several factors.

6-21-98 thru SBC Services Van Nuys, Ca

6-28-03

Accounting Associate

Job responsibilities for accounting associate-Identify and research

misapplied payments to correct telephone or company's bank account (s),

making good notes on customer's accounts.

Daily interaction with service and collection representatives, payment

locations and bank representatives.

Applications and systems used: Microsoft Word, Excel, Microsoft Outlook

and Windows NT, Image Processing Equipment, Fax

Skills used daily-research, fact finding, analysis, talking to customers

and service representatives, noting accounts.

7-22-92

thru 6-20-98 Pacific Bell

Van Nuys, Ca

Staff Associate-Remittance Operations Center

Job Responsibilities for staff associate in the ROC -research customer's

payments that do not balance due to missing account numbers, customer

error, missing payment stubs, and incorrect account numbers.

Utilize systems and call customers to locate missing accounts.

Research payments received without account numbers, or with the wrong

account information

Make good notes on customer's accounts and retain media for 3 months.

Open mail by hand or mail on extracting machine.

Refer customers to the business office for billing problems or to place

orders for service.

Do group account completion, carryover tally sheets at times.

Applications and systems used: mail extracting machines, microfiche,

microfilm, adding machine, and phone company applications to note

customer's accounts and access customer account records.

Skills used daily-research, fact finding, and analysis, talking to

internal and external customers, noting accounts, record keeping,

filing, and typing.

________________________________________________________________________

_________________ 3-27-91 thru 7-21-92

Pacific Bell

N.Hollywood, Ca

________________________________________________________________________

_________________

Staff Associate-Customer Repair Service Assistance Bureau

Job responsibilities for staff associate in the CRSAB-take trouble

reports for customers calling 611 and reaching the CRSAB by typing

information into a phone company system.

Refer customers to the business office to order service or billing

questions, or to an operator to dial a call for them.

Explain to customers how to test their equipment, quote possible rates

for a technician doing repairs inside their home.

Contact the maintenance center for customers that need further

assistance.

Applications and systems used-phone company.

Skills used daily-typing, fact finding, customer contact

1-26-80 thru 3-26-91 At&t / Pacific Bell

Burbank & Van Nuys, Ca

________________________________________________________________________

_________________

Long Distance and local operator

Job responsibilities for operator services-place local, toll, long

distance, international, collect, credit card and third party billed

calls from coin phones, business and residence phones.

Give calling rates for calls from payphones and from business and

residence phones

Issue refunds for lost coins.

Make calls to emergency agencies for customers.

Applications and systems used-phone company.

Skills used daily-customer service, fact finding,

Education

June 1973 High School Diploma from Beaumont Cleveland Heights,

School Oh

References

References are available on request.

Skills from Phone Company Skill Dictionary

Accounting functions

Dispatch

Accounting Research

Report Preparation

Accounts Payable/Receivable

Report generation

Analysis

Research and Investigation

Accounting-Basic

Safety awareness

PC Keyboarding Basic

Service order knowledge

PC Software Basic

Safety Compliance

Common Electronic Equipment Knowledge

Supply ordering

Claims Administration

Internet Experience

Clerical Administrative

Customer Interaction

Communication skills speaking

Communication skills writing

Company standards knowledge

ISDN orders

Payment balancing

ISDN Introduction

Conflict resolution

ISDN Overview

Coordination

DSL Overview

Copying and Duplicating

DSL Orders

Customer Contact

Centrex Overview

Customer Equipment Verification

Centrex Orders

Customer Interface

Excel knowledge

Customer relations

Customer satisfaction

Data Analysis

Data Systems

Database Systems knowledge

Operator services dept. practices and knowledge

OA Operator Experience

PC

Electronic Accounting machines operation

Operator equipment

Extracting machine knowledge

Fact Finding

Mail Delivery

Mail Room functions

Math Knowledge-Basic

Meeting deadlines

Microfilm/Microfiche Equipment

Word Knowledge

Motor Vehicle license

Multiple Focuses

Office Equipment operation

Operator Services Knowledge

Service order preparation

PC Database

Problem resolution

Recordkeeping

Record Maintenance

Reference materials knowledge

Policies and Procedures-security and hazardous waste

Contact this candidate