Customer Service Management

Summary of Qualifications

Customer Service/Telecommunications/Data Analysis

Extremely motivated and well organized professional with a strong

background achieving corporate objectives by consistently completing tasks

in an accurate and efficient manner. Proven ability to successfully

troubleshoot complex technical issues. Excel as both an individual

contributor and team member due to outstanding problem-solving and

communication skills as well as commitment to delivering results.

Proficient utilizing MS Office, Sharepoint, BMG Magic, Telecom Asset

Management, PeopleSoft, RightFax and Nuance Speech Recognition.

Professional Experience

Viacom/MTV Networks - New York, New York October 1988 - December 2008

Telecommunications Analyst/Applications Development March 2007 -

December 2008

Tasked with updating and maintaining Access Controls including Active

Directory, Payroll, Benefits and Card Keys. Maintained logs and audit

trails to ensure Sarbanes compliance. Proficiently utilized Viacom

specialized space planning and telecom support applications including

Computer Aided Facility Management (Aperture) and Call Accounting System

(Symphony). Served as member of MTV Diversity Committee.

. Entrusted as only employee in Applications Development with authority

to directly update the Active Directory central control function for

Viacom.

. Integral member of team credited with successful deployment of access

controls and electronic provisioning solutions.

. Key member of project team tasked with creating and applying Access

Controls concepts worldwide; consistently and accurately managed

systems to deliver substantial savings on monthly budgets.

. Entrusted as a Data Integrity Specialist responsible for researching

and resolving complex issues regarding several core business systems.

. Quickly gained expertise of VIN-related issues; assigned numbers to

new employees company-wide, deactivated numbers for terminated

personnel and completed updates to authoritative systems.

. Took the initiative to build strong relationships with HR reps to

maintain open communication regarding new hires and terminated

employees, ensuring timely updates to Access Controls spreadsheet.

Telecommunications Analyst/Telecommunications September 2004 - March

2007

Reviewed telephone nightly reports to identify and investigate

discrepancies regarding duration and personal vs. business related calls.

Ensured proper functioning of TRU telecom system and handled any

troubleshooting. Scheduled and setup videoconferencing calls between

multiple global locations. Handled fraud detection reporting.

. Recommended purchase of new multi-tasking software that was approved

by management and implemented; completed training, designated as

system administrator and led employee training.

. Managed telecom equipment database inventory and assisted with daily

telecom system maintenance.

. Maintained various databases including company portals, TRU telecom

system, speech recognition software and telephone directories.

Database Coordinator/Telecommunications February 1995 - September 2004

Processed moves, adds and changes to the telephone, voicemail and call

center system. Provided troubleshooting support to 7,000 full-time

personnel and 4,000 freelancers. Generated management reports, validated

information and ordered and activated wireless equipment.

. Commended for accurately maintaining telecom systems and working with

vendors to resolve problems.

. Credited with delivering significant savings by diligently reviewing

reports and identifying fraud issues.

. Managed and troubleshot TRU system database and two speech recognition

system databases, the core applications of the Telecom Department.

Switchboard Operator October 1988 - February 1995

Education & Certification

Associate Degree in Liberal Arts, Borough of Manhattan Community College -

2008

Certificate in Medical Coding & Billing, Medgar Evers College - 2010

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