Customer Service Training
Resume:
SHIRLEY H. BROWN
**** ****** *****, *******, ** *3584
********@*****.***
SUMMARY
Extensive experience in communications industry. Solid background in life cycle of new products in IT environment. Range of experience include documenting user, business and system requirements, translating requirements into clear and concise test approaches and test cases; executing test cases; documenting test results and communicating test metrics to upper management.
PROFESSIONAL EXPERIENCE
VERIZON DATA SERVICES, TAMPA, FL
System Consultant - System Analysis and Programming, 2000 - October 2011
Supported Verizon Partner Solutions organization that implemented new wholesale access products and services into Carrier Access Billing System (CABS West) and billed wholesale customers across the nation.
Actively participated on project that involved sale of Verizon s assets in 13 states to Frontier Communications. Tested the process for setting up separate access billing environments in preparation for sale, created migration plans for moving databases, tables and files from Verizon to Frontier s environments.
Documented system and/or user requirements for 70+ new access products and services by facilitation requirement gathering sessions (engaging Ordering, Provisioning, and Billing subject matter experts). Relayed requirements to system testers, approved test scenarios and test scripts, answered questions, resolved issues, and served as team lead for new product implementation as needed. In cases where trained testers were unavailable, took responsibility for completing testing of more than 8 different products/services.
Project managed implementation of 100+ customer payment plans. Responsibilities included tracking and logging customer contracts, documenting requirements for coding changes to customer accounts, and coordinating issuance of billing adjustments. As subject matter expert, received all customer payment plan questions/issues for follow-up, research and resolution.
VERIZON TELEPHONE OPERATIONS, TAMPA, FL
Billing Specialist - Production Support, 1998 - 2000
Supported Wholesale Customer Billing Center by serving as primary point of contact for CABS West. Interfaced with external and internal customers, answered billing questions, completed bill reprint requests, processed customer address changes, enrolled customers in electronic bill media and cancelled paper bills. Supervised 1 staff member.
Supported front-line customer service reps by researching and clearing Billing Data Tape and other electronic media billing errors resulting in 200K+ annual revenue from access customers.
Worked closely with IT to establish customers on electronic billing media such as BDT, NDM, CD ROM, Internet Mailbox and Connect Mailbox. Successfully transferred 100% of large access customers onto electronic media.
Administrator - CABS Testing, 1992- 1998
Created test scenarios, test cases and test scripts for 40+ system releases for CABS West. Documented and communicated test results to upper management. Issued and tested incident reports. Performed bill verification by verifying accuracy of both paper bills and billing data tapes.
EDUCATION / PROFESSIONAL DEVELOPMENT / SKILLS
B.S. In Accounting, Florida State University, Tallahassee, FL
Completed:
Dale Carnegie Training
ISO 9000 Training
8 hours of Diversity training annually
Verizon s Wholesale Access Certification Training
Technical Sills include: Microsoft Word, EXCEL, Powerpoint and Lotus Notes
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