Customer Service Administrative Assistant

Jamila N. Grooms

**** ****** *****, *** **

Hillcrest Heights, MD 20746

(H) 301-***-****

*********@*****.***

Objective To secure a position that will exercise my potential, allow me to provide my skill set, and grow within the

company.

Experience

Supervisor Maintenance Control Office, Verizon, June 2014 – September 2014

• Responsible for the supervision of 15 Central Office Technicians (ISP and TOA) including planning work and

dividing it among employees; training, coaching & counseling employees, directing the work of employees; managing the

performance of the employees including setting objectives, assessing performance, placing employees on performance

improvement plans, and recommending disciplinary action.

• Responded promptly to all management escalation request, and provided timely solutions.

• Communicated weekly with Internet Service Providers to resolve complex issues.

• Provided resolutions to a diverse range of complex problems.

• Demonstrated good judgment in selecting methods & techniques for obtaining solutions.

• Listened to internal and external customers and communicate extremely complex voice and data products/ services

and technical information clearly and concisely

• Monitored performance of direct reports according to established standards. Planed, directed, and evaluated

workflow. Effectively communicate ideas and recommendations to all levels within the department. Presented ideas

effectively to individuals or groups: expressed ideas and information clearly verbally and in written form based on the

needs of the audience.

• Supported and facilitates the development of others’ knowledge and skills, providing timely feedback and guidance

to help them reach specific goals.

• Updated payroll for prompt payment of employees

Maintenance Control Office TA, Verizon, March 2014 – June 2014

• Worked with the Maintenance Control Office management daily to develop data analysis to determine resources for

schedules.

• Assist with updating processes for the Maintenance Control Office VSC.

• Research technical issues and provide solutions.

• Monitor call volumes and manage resources where needed

• Create graphs of data to disclose needs of the business.

• Aided in the reduction of abandon call rate, and increased percent of calls answered in the MCO by 20%

• Research and identify drivers off line ticket creation by ticket auditing.

• Schedule and attend meetings utilizing Outlook.

• Pull highly sensitive reports and submit to MCO management daily.

• Always communicate with management and employees the need of MCO.

• Audited trouble tickets in MCO for VLSS project.

• Utilizing various systems, such as CCRM, NORM, vRepair, AIMS, Excel, CMS, Cofee Anywhere, etc., to deliver high

performance results to the MCO.

Fiber Customer Support Analyst/Help Desk, Verizon, March 2013 – March 2014

Provided ongoing floor support to the FSC team. Also provided floor support for Network Technicians during their

•

training.

Provided customers with order status.

•

Provided customers with service activation support for Voice service calling features.

•

Provided customers with service activation support for Data service PC configuration, home router configuration,

•

and/or email/internet applications.

Issued customer initiated service order corrections and changes.

•

Issued maintenance initiated change orders.

•

Created trouble reports.

•

Provided customers with trouble status.

•

Performed analysis and isolation of trouble conditions.

•

Sort troubles into User, Voice Network, Data Network, Video Network & OS Plant categories. Provide trouble

•

resolution and closeout when possible.

Dispatched trouble reports and service orders to appropriate outside installation and repair forces and receiving

•

close out information from those groups.

Negotiated dates, times and access arrangements associated with resolving customer service order fallout and

•

trouble report.

Electrician Apprentice 3YR/ Traffic Technician 1, MC Dean, 2010 2012

Lead and participated in excavation and installation work for traffic signal foundations and associated

•

conduits, ground rods, related traffic signs, special devices and so on.

Performs bench testing and maintenance on electrical, electromechanical and electronic signal control

•

equipment.

Lead and participated in the installation, removal and maintenance of traffic signal poles, guy wires, signal

•

heads, control cabinets, loop detectors and wires, grouting material, actuation equipment and related devices.

Performed emergency traffic signal work without supervision.

•

Read and interpret plans, manuals and diagrams.

•

Assisted senior personnel with complicated traffic signal repair techniques.

•

Lead and installed underground PVC conduit for new traffic intersections

•

Operate tools utilized in traffic signal work such as concrete saws and related hand or powered tools.

•

Assisted senior personnel in maintaining inventory of traffic signal parts.

•

Provided preventive maintenance in traffic cabinets

•

Terminated 66 blocks for communications to DDOT Central Office in traffic cabinets

•

Lead installation, termination, and testing of Cat 6 for MC Dean DC Office renovation.

•

Able to supervise others.

•

Production Assistant/Administrative Assistant, Alderson Court Reporting 2009 2010

Logged into Reporter Base database daily incoming video and audio deposition information for Congress, Senate,

•

and other

Synced video and audio transcript depositions for the creation of DVD's and CDs to be shipped to whom requested

•

Uploaded seriatim and audio to transcribers

•

Trained new reporters to uploaded audio and seriatim to transcribers via Leapfile.com or Yousendit.com

•

Processed Errata’s

•

Periodically acted as front desk receptionist

•

Scanned billing and other documents into Reporter Base database

•

Administrative Assistant/Work Study, University of the District of Columbia, SBPA Office of the Dean, 2005 2007

• Assisted with the creation of School of Business annual newsletter (spring 2006)

• Mail merged over 100 names and addresses to formal letters that were sent to Congress

• Created alumni mailing database for the School of Business (fall 2006)

• Typed memorandums and other outgoing documents

• Data entry, typing, filing, copying, answering phones

Telecommunications Technician, Progressive Cabling, 2003-2003

Installed LAN (data and voice) cable system support equipment for PC networks and mainframe computer

•

systems

Installation and termination of telecommunications cabling systems, including copper cable

•

Terminated on patch panels, RJ45, and RJ11

•

Created Patch Cords

•

Installed wall jacks and face plates

•

Telecommunications Technician, Computer High-Tech Management, 2002-2002

• Installed VoIP Phones

• Terminated on patch panels, 66 Blocks, RJ45 and RJ11

• Tested equipment and phones

• Troubleshoot Cat-5/5e and Fiber-Optic Cables (multi-mode, single mode)

Telecommunications Technician, Computer High-Tech Management, 2000-2003

• Installed telecommunication cabling system, including Fiber Optics and Cat5e cables for the Department of

Commerce

• Installed Cisco Switches 4002-4006

• Installed, built, and ground switch cabinets; fiber termination cabinets, and patch panels

• Installed wall jacks and face plates

• Installed Cablofil Tray and J-Hooks

• Core drilled for tray installation

• Terminated Cat-5e and Fiber Optic cables

• Tested Cat-5e and Fiber-Optics cables using Fluke 4000 tester

• Installed Fiber Inner Duct

• Read CAD floor plans to complete daily assignments

• Troubleshoot

• Dressed and terminated Telco Closets to EIA/TIA Standards

Skills

• Tax Act, Peachtree, Publisher, Outlook, Access, QuickBooks, Visionary, MS Suite, Live Note Central, Video Redo Plus,

Reporter Base, Leapfile.com, Yousendit.com, Real Legal Publisher, and MPEG Encoder, Avaya One

• Excellent organizational, interpersonal, presentation, communication skills, and analytical skills

• Data entry, typing, filing, photocopying, answering phones and scanning

Education

University of the District of Columbia, BBA of Accounting

2009

University of the District of Columbia, BBA of Business Management

2008

Honors: magna cum laude

Training and Certifications

2011 DDOT Pre Apprenticeship Training Program in Highway Construction

• MOT Specialist Certification

• Traffic Technician 1 Certification

Department of Employment Services/ DDOT Pre Apprenticeship Training Program in Highway

2010

Construction

• Job Readiness & Life skills Training

• 30 hour OSHA Certification

• National Safety Council Flagger Certification

• National Safety Council First Aid/CPR Certification

• National Safety Council Blueprint Reading Certification

• ARTBA Roadway Safety Certification

• 20 hour Basic Spanish for Construction

• Construction Math

2002 A+ Certification

2000 Cat 5 Certification

2000 2 day Lead and 6 hour Asbestos Certification; Hilti Gun Certification

References upon request

Contact this candidate