Service Process Improvement
Resume:
YOLANDA STROMAN
*******.*******@*****.***
Columbia, SC 29223
EDUCATION
Bachelor of Science in Management
Concentration Area: Information Systems
Clemson University
May 2006
Clemson, South Carolina
APPLICABLE TRAINING
Microsoft E-Learning Collection 2778: Writing Queries Using Microsoft SQL
Server 2005 Transact-SQL (currently in progress)
SUMMARY OF QUALIFICATIONS
. Strong logical and problem solving skills
. Detailed-Oriented
. Excellent Team Player
. Strong verbal and written communication skills
. Self-motivated and initiator
. Experienced in Microsoft Office, Microsoft Project, Microsoft
Outlook, Microsoft Visio, Lotus Notes, Adobe Acrobat, MAS 500, MAS 90,
E-Requisition, Cadebill Base System, Remedy Action Request System
WORK EXPERIENCE
Spirit Telecom, Columbia, SC
June 2008-present
Billing Specialist
. Assists in the implementation of business rules for system automation
. Participates in User Acceptance Testing for various company projects
. Participates in ad-hoc testing
. Works with internal departments on analyzing and improving processes
. Provides documentation on new processes and procedures
. Provides system validation test results
. Experience with the analysis and testing phases of the SDLC providing
process improvement and data validation
. Works with software vendor to ensure that system meets the
specifications set forth by the company
Palmetto Net, Inc., Columbia, SC
April 2007-
May2008
Accounting Assistant - Accounts Payable
. Coded invoices to various accounts for payment distribution
. Processed and issued checks to vendors for payment
. Generated and issued purchase orders to vendors via MAS 500
. Worked with external vendors regarding invoice discrepancies
. Researched and verified invoices and requisitions for goods and
services
. Created departmental procedures on the A/P role within the Accounting
Department
. Participated in the implementation of the inventory module for the MAS
500 database
. Tested the functionality of the MAS 500 inventory module with the
Receiving Department
. Ensured inventory module met the standards required of the company
NCR Corporation, Columbia, SC
September 2006-April 2007
Customer Care Agent
. Handled incoming trouble alerts or calls
. Worked closely with engineering, field technicians, other
telecommunications carriers, and other internal organizations to
resolve service issues
. Monitored service levels and took appropriate action to maintain
service level agreements
. Tracked and updated problems in the trouble ticketing system in a
clear and efficient manner
. Provided escalation and status notifications throughout the enterprise
on service impacting events
Contact this candidate