Service Management

Jocquelyn A. Nalls-Custer

**** ********** *****

Richmond, CA. 94806-2669

Cell: Phone 281-***-****

Email: **********@*****.***

SKILLS SUMMARY

Management, Supervision, Telephone Network Operations, Call Management systems, Strong Interpersonal Skills,

I nteracting with Vendors, Budget Maintenance, Event Advisor/Coordinator, Telephone Service Installation &

Maintenance Dispatcher, Process Practices and Procedures Trainer, Power Point, Microsoft Word, Excel, Photo

Express, ACD, PRMS;

WORK HISTORY :

Better Homes and Gardens Real Estate Gary Greene, Katy Texas

2008 – 2012 Realtor (Referral Agent) and Receptionist (Ambassador of First Impressions )

Some of my duties were: To greet persons entering establishment, determine nature and purpose of visit, and direct or

escort them to specific destinations, Transmit information or documents to customers, using computer, mail, or facsimile machine,

as well as Notarize all pertinent documents as the need arose, Hear and resolve complaints from customers or the public,

Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers

to work with pay records, invoices, balance sheets, or other documents

1999 -2001 DATA COMMUN I CAT IO NS SUPERV ISOR Pacific Bell, San Ramon

I contracted back to Pacific Bell as Force, Dispatch, and Escalations manager in the Data

Communications Center for DSL.

NOVEMBER 1, 1996 RETIRED FROM PACIFIC BELL / SBC

1991 – 1996 FORCE MANAGEMENT, Pacific Bell San Ramon / San Francisco

Responsible for: the mechanized tracking of work schedules and attendance for a team of 300 employees, monitored

Call Management Systems, Analyzed calls activity and developed strategies to improve response times, Customer

Conflict Resolution Specialist, which included Labor Charge disputes.

1985 – 1991 ROUTER, Pacific Bell San Francisco, California

Routed service orders due the next business day to installation technicians according to their designated service areas;

1982 – 1985 ORDER BOARD/ DISPATCH

Pacific Bell San Francisco, California

Performed positive completions for both business and residence order board, Interacted with other network operations

departments to accurately assist in the needs of both the customers and the technicians.

1981 – 1982 PLANT REPORTS CLERK (LOOP ASSIGNMEN T CENTER)

P acific Bell - Colma, California

Worked on the Designed Circuits Desk registering and keeping a log for the new and disconnected circuits;

1980 – 1981 P LANT SERVICE CLERK (Ramrod/Phone Center Repair Desk)

Pacific Bell - Colma, California

I contacted our customers to check the status of their purchased equipment e.g. phones, jacks, or telephone cords.

1978 – 1980 REPAIR SERVICE CLERK - INSTALLAT ION & MAINTENANCE

Pacific Bell Colma, California

My responsibilities were to investigate and accurately access the trouble,

Detail the tracking of possible solutions, then dispatch to the appropriate parties

1973 – 1978 M EDICAL RECEPTIO N ISTS

Edwin T. Johnson, M.D. San Francisco, California

My duties were greeting and checking- in patients, answering phones, updating patients’ medical

records / files, billing, performing EKG, some PT, monitoring BP and other vitals. Keeping exam rooms

orderly and clean, Ordering and rotating supplies.

E DUCATION

San Francisco State University - No Degree 1971-1972

Social Anthropology / Psychology

San Francisco Community College - No Degree 1976 - 1978

Political Science / Journalism

Los Medanos, Community College - No Degree 1987-1989

Business Admin. / Dance - Choreography

CERTIF ICATES & AWARDS

Awards for top Salesperson of the year: 1987

Pacific Bell 1988

1989

1991

Certificates of Completion :

T ime M anagement for Mgrs. Pacific Bell 1990

H igh Gain Listening H igh Gain Inc. 1993

E xcel for Windows Pacific Bell 1995

PowerPoint for Window s Pacific Bell 1995

Word for Windows Pacific Bell 1995

ES5773 Pinnacle ACD/MIS Call Center Administrator 1995

Certificate of Achievement for Ground and Aerial Training for freefall

Skydiving. U.S. Parachute Association / Skydive San Francisco 2001

References upon Request

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