Customer Service Quality Assurance

Carol Reighter

P.O. Box ******, Dallas, TX *****

972-***-**** ? *.********@*******.***

Professional Summary

Talented Technical Customer Support Professional with extensive experience

in the telecommunications industry. Strong customer service background

with nationally recognized expertise in training, system support, and

methods development. Recipient of numerous individual and team awards for

performance excellence in training delivery and systems implementation.

Self-motivated, high performer known to take the lead in defining issues

and resolving problems with enthusiasm and a positive attitude.

Areas of specialization include:

Customer Service System Support Technical Writing

Quality Assurance Joint Application Design Training Development and

Delivery

Professional Experience

Full Time Student / Internet Marketing

2008 - Present

. Full-time student pursuing B.A., maintaining a grade point average of

3.97.

. Started eBay-based business, earning a positive customer feedback

rating of 100%.

. Design and create custom fashion accessories and home decorations.

Responsible for all aspects of product life cycle, including

conception, production, purchasing, inventory, marketing, and sales.

Photograph all products and enhance digital images to create desired

effect prior to publishing on-line.

VERIZON, Irving, TX

2000 - 2008

Specialist, Customer Service (2004-2008)

Provided intensive, high-caliber systems development support for ordering

and provisioning systems. Designed and edited internal and external

communiqu s for system enhancements and new products and services.

Developed, coordinated, and delivered training to end users with each

tariff offering and system release.

. Authored system documentation, developed and delivered on-site

training to 8 companies in 7 states for automated order tracking

system. Implementation of system resulted in increased customer

satisfaction, a 30% reduction in center call volume, and contributed

to a 90% Customer Desired Due Date performance result against a target

of 87%.

. With lead-time of < 3 weeks, designed and delivered a 2-week

instructor-led course encompassing all aspects of service order

provisioning. Resulted in annual cost savings equivalent to 18 full-

time employees.

. Established the Wholesale Markets Training Curriculum for Corporate

Training, a catalog of 30+ courses providing detailed operating

procedures and processing instruction to support the development of

business and technical skills required to provision service.

. Recognized as Subject Matter Expert and selected to serve on numerous

national projects, addressing special quality issues and challenges

for provisioning systems, procedures, and policies. Instrumental in

identifying root causes of issues and expediting resolution.

. Developed and implemented inter-departmental policies and procedures,

improving internal controls for service order provisioning and

ensuring standards of performance imposed by the FCC were met,

reducing annual penalty assessment by approximately $2M.

. Improved operating efficiencies by providing critical analysis of

systems, processes and procedures, resulting in numerous system

enhancements to automate manual processes, streamline workflow,

decrease order fallout, and increase productivity.

. Designed, developed, and delivered approximately 50 specialized

courses to management, hourly employees, and external customers.

Specialist, Network Engineering (2000-2004)

Provided technical and functional support to 300+ employees for all

systems, processes, and procedures associated with provisioning service

orders. Performed System Administrator functions for internal and external

customers. Identified automation opportunities, developed initiatives and

process documentation for system enhancements, authored system

requirements, created test cases, performed user acceptance testing, and

monitored post-release enhancement functionality.

. Automated manual order completion process, increasing employee

productivity, reducing possibility of errors, and resulting in

departmental savings of > $1.5M annually.

. Appointed Site Lead for system deployments in 21 states, providing on-

site support during each 2-week implementation, resolving technical

and functional problems, performing and documenting root cause

analysis, and providing daily status reports to executive management.

. Developed interface between dispatch and ordering systems to

automatically assign customer-requested appointments, eliminating the

need for manual intervention and resulting in savings of $275K

annually.

. Collaborated in establishing 2 provisioning centers, implementing

protocol for departmental functions, instituting performance metrics,

creating statistical reports to assess performance, and designing

Disaster Recovery Plans.

. Wrote and published all departmental Methods and Procedures, process

flows, and supplemental system guides. Documentation was created with

100% accuracy resulting in ISO 9000 certification.

GTE, Irving, TX

1997 - 2000

Staff Administrator, Service Fulfillment

. Redeveloped departmental website, including page design, site

structure, and navigation, eliminating need for contract labor,

maintenance fees, and licensing agreements, resulting in annual

savings of > $200K per year.

. Identified network/facility limitations for advanced products and

services. Developed and implemented process to eliminate constraints,

resulting in additional revenue of > $1.5M per year.

Other Positions Held within Verizon/GTE

1987 - 1997

Operations Support, Systems Support, Customer Service, Senior Executive

Administration, Sales

Education / CERTIFICATIONS

A.A. (Magna cum Laude), Business, Collin County Community College, Plano,

TX

Human Resources Management Certification, Collin County Community College,

Plano, TX

Certified ISO 9000 Internal Quality Auditor, Eagle Group

Completed over 100 company-sponsored courses in telecom and management

AWARDS / COMMUNITY INVOLVEMENT

Numerous Executive, Departmental, and Inter-Departmental Awards for Team

Excellence and Individual Excellence

President's Leadership Award

Recognized for Outstanding Sales Results for 4 consecutive years

Goodwill Industries Volunteer

ADDITIONAL Proficiencies

Advanced computer skills, business process development, root cause

analysis, continuous process improvement, quality assurance, project

management, excellent written and oral communication skills, requirements

gathering, product management, internet marketing

Contact this candidate