Customer Service Management
Resume:
Sonya Miller-Holmes
*** ********** ***** *********, ** 43125
*************@*****.***
**/** - ******* **** ****** Cable
RNOC Surveillance Tech
Columbus, OH
*Monitor IP Network/LAN/WAN/Token Ring/Sonet Ring for system problems and
outages; opening tracking tickets (Remedy) with both internal groups and
external vendors.
*Ensure documentation standards and process flows are followed before
passing issue to appropriate fix action group.
*Ensure repair and service restoration will be performed within established
SLA's
*Request and coordinate activities between operations, customer service and
3rd party vendors
*Escalate to appropriate administrative/operations/development team as
needed.
05/08 - 09/08
Qwest (TEK Systems)
Provisioning Operations Tech
Dublin, OH
*Work with Telco's (AT&T & Verizon) to provision DS0, DS1, T1 and T3
circuits.
*Testing circuits for errors and traffic
*Regroom circuits for improved network optimization
*Complete install and change orders for circuits
*Responsible for provisioning and database look up for private line, frame
and voice
*Build basic and complex origination routing in the National SMS.
10/07 - 02/08
Limited Brands (TEK Systems)
Training Facilitator
Reynoldsburg, OH
*Specifically working with Limited Logistical Services/Victoria Secret
Direct team to prepare new seasonal associates for warehouse duties
*Present orientation information and provide tour of facility
*Present training materials to audiences ranging from 3-40
*Provide one-on-one coaching as needed depending upon specific task(s)
assigned
*Prepare warehouse employees for daily use of PC along with Warehouse
Management System (WMS) training and RF technology
*Create and document processes that assist in the growth of new associates
*Provide single point of contact for all company training needs
*Responsible for implementing process changes that promote efficiency
09/06 - 09/07
FacilitySource, Inc.
Director of Call Center Operations
Westerville, OH
*Oversee Quality & Training Departments
*Oversee scheduling of staff to maximize effectiveness
*Oversee call routing and reporting for both Ohio and Arizona call centers
*Provide escalation, support and account management for client and vendor
concerns
*Project management and implementation for new clients
*Work with 3rd party vendors for hardware and licensing needs
*Work with 3rd party vendor for necessary hardware and software upgrades
(Tadiran & Composit)
*Responsible for updating dispatch matrix for planned maintenance
visits/schedule changes
*Responsible for implementing process changes that promote performance
efficiency *Responsible for building cross-functional teams to improve
operational effectiveness
*Responsible for growing Call Center from 15 to 45 employees
*Responsible for implementing 24X7X365 coverage vs. 18X6X305
*Responsible for establishing and meeting budgetary guidelines while
maintaining service levels
*Responsible for setting expectations for team-building and quality
improvement
*Create programs which reward, motivate and focus on employee retention
*Utilize decision making and problem solving skills
*Perform many HR and Payroll functions
2/00 - 07/06
UUNet/WorldCom/MCI/Verizon Business
Midnight Team Leader (Network Operations Center)
Southfield, MI
*Provide single point of contact for large commercial customer problems and
concerns in a 24X7X365 Network Operations Center.
*Monitor IP Network/LAN/WAN/Token Ring/Sonet Ring for system problems and
outages; opening tracking tickets (Remedy) with both internal groups and
external vendors.
*Perform 1st and 2nd level troubleshooting for service interruptions at DS0
level up to OC192.
*Perform 1st level troubleshooting for VPN and remote access as well as
routing issues (BGP, RIP and OSPF).
*Log on to switches and routers to perform troubleshooting.
*Determine which network support group is responsible for fix action;
Access, Transport or Switching.
*Ensure documentation standards and process flows are followed before
passing issue to appropriate fix action group.
*Ensure repair and service restoration will be performed within established
SLA's
*Request and coordinate activities between operations, customer service and
3rd party vendors
*Update current outage status for interested parties (customers, internal
groups/management and vendor technicians) via conference bridge as needed.
*Escalate to appropriate administrative/operations/development team as
needed.
*Provide RFO and post mortem information to Senior Level management.
*Develop and maintain positive relationships with both internal and
external customers.
*Ensure maintenance window procedures and downtime back out processes are
followed.
*Work with WITNESS call monitoring software
*Provide employee performance reviews and leadership
10/88 - 08/99
Spring Arbor Distributors
Company Trainer
Belleville, MI
*Provide single point of contact for all company training needs.
*Specifically provide all new employees with training on the history of the
company.
*For order entry department I provided a 10-day training program, which was
offered monthly.
*For customer service department I provided a 20-day training program,
which was offered every other month.
*Provide training for satellite offices as needed.
*Provide support for marketing, billing, retail systems, sales and
warehouse as needed.
*UAT/QA for new system (WDS: Warehouse Distribution System) requirements
SKILLS: MSOffice, Project Management, Account Management, Change
Management, data enty Kronos, Remedy, UNIX, 24X7 Support, LEC & Vendor
relations, VoIP, ATM, Frame Relay, SS7, ISDN, DSL, Broadband, Cable WiFi,
VPN, Remote Access, provisioning, DS0, DS1, DS3, T3, OC and Sonet ring,
LAN/WAN, SNMP, BGP, RIP, OSPF, Radius, TACACS, Switches and Routers
(Lucent, Cisco and Juniper), 3COM,TCP/IP, OSI model, ACD, IVR, Avaya Dialer
and PBX, Warehouse Management System (WMS), Warehouse Distribution System
(WDS), ICOMS
Contact this candidate