Customer Service Representative

OBJECTIVE: A position in Customer Service, Network Telecommunications or

Administrative Clerical.

QUALIFICATIONS

. Over 20 years experience in Network Provisioning including

skills as a Coordinator/Tester.

. Experienced Reports Clerk and Cashiering Teller providing

retail financial services.

. Exceptional time management skills including the ability to

orchestrate multiple tasks and priorities while maintaining

composure and professionalism under pressure.

. Knowledgeable of all general office equipment, typing of

45wpm, 10-key calculator.

. Call Center experience, customer data entry and technical

database updates.

. Excellent customer centric service, verbal and written

communication skills.

. Worked on several project teams to implement service delivery

improvement for backlogged orders and case teams for

expedited service delivery.

. Working knowledge of MS Office including e-mail and Internet

applications.

EMPLOYMENT HISTORY

Customer Service Representative

ACS Bay Area Fastrak - San Francisco, CA 2010

. Managed accounts for automated Toll collection for Bay Area

Toll Authority.

. Opened New accounts, updated customer credit card information

and past due accounts.

. Managed and resolved customer complaints and documented

issues for research.

. Processed payments for Toll violations, instructed customers

on processes to mitigate penalties and Holds on their DMV

registration and how to resolve account balances referred to

Collections.

. Exceeded call time and customer service metrics for a high

volume call center.

Freelancer

Ilanguage.com - Los Angeles, CA 2010

. Completed coding of 2000 confidential employee survey

responses.

. Applied codes to an online EXCEL 2007 spreadsheet.

Communications Technician

AT&T Inc. - Pleasanton, CA 1984 - 2009

. Provisioned orders for T1, Frame Relay, and Voice Grade Data

circuits.

. Initiated sales order supplements for missing or inaccurate

customer order information.

. Verified Engineering Design and transport facilities and

equipment and initiated trouble referrals to Engineers for

corrections or redesigns.

. Coordinated central office and vendor wiring and performed

overall continuity and vendor acceptance testing with

telephone companies nationwide and Puerto Rico.

. Provided on-time service delivery for critical service Due

Dates and worked with customers and their vendors on

cutovers.

. Responded to customer's calls for trouble resolution and

repair or dispatch requests.

. Created or initiated trouble tickets with vendor providers

and followed through for status.

. Mentored and trained newer Techs on Process and On the Job

training.

Reports Clerk

AT&T Inc. - San Francisco, CA

1981 -- 1984

. Worked in a public office as a Cashiering Teller providing

retail financial services.

. Cashed vouchers and personal checks.

. Issued advances for company incurred expenses.

. Audited vouchers and advances for mathematical errors and

approving authority.

. Prepared daily bank deposit and entered and reconciled the

daily transactions Journal.

. Promoted to Communications Technician in 1984.

EDUCATION

American Council On Education, Washington,

D.C., GED. 1981

Computer Learning Center, San Francisco, CA

1981

Certificate Curriculum in Computer Operations

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