Customer Service Power Plant

KIM PORTER

*** ****** ****** **, *** *A, Henrico, VA 23238 l C: 804-***-**** l E: **********@*****.***

Summary Highly skilled graduate with a Master of Business Administration specializing in telecommunications, project coordinating and troubleshooting. Also, skilled with addressing customer needs and concerns, to help with any situation. Demonstrated knowledge and experience in planning, coordinating and effectively meeting deadlines. Additional skills in customer service, and communication. Proven record of success diagnosing and resolving technical/customer inquiries. Able to clearly understand problem and find positive solutions through use of troubleshooting, critical thinking, problem solving, teamwork and communication.

Core Strengths

Technical Communications Customer Needs Assessment

IT Policies & Procedures Business Analyst & Requirement Gathering

Customer Services Relations Software Documentation

System Administration Excel

Active Directory Outlook

Data Entry PeopleSoft

Typing (50 wpm) Power Point

Customer Service & Relations Problem Solving

Change Management Service-Now

Professional Experience Maintech Incorporated

Circuit Specialist December 2013 – June 2017

Place circuit related orders with Telco Providers and Vendors.

Resolve circuit related troubles/issues within SLA required timeframes.

Maintain documentation and databases for service and invoice issues, projects and inventory.

Develop and maintain monthly statistics reports, assessing operational issues.

Proactively audit carrier services maintaining the appropriate level of service by site.

Provide back up to Project Specialist; assisting with special projects and various ad hoc tasks, as assigned.

Maintain and update internal policy and procedural documents and SharePoint repositories, as needed.

Create and maintain spreadsheets to track project statuses and progression of issues reported.

Track project milestones, tasks/deliverables; coordinate carrier and Volt resources ensuring timely completion of projects.

Map out policy and procedures utilizing Visio, and maintaining revisions to procedural maps and documents.

Interface with Verizon, Granite and AT&T web portals/platforms to create troubles tickets, execute inventory reports, track utilization, and review invoices.

Back up voicemail specialist.

VCU Health Systems

Patient Access Rep (Part time) December 2016 – May 2017

Greets patients

Secures the appropriate patient and insurance information

Ensures that registration data is correct and accurate

Validates insurance eligibility

Enters information into appropriate systems and collects co-pay (if applicable).

Provides quality customer services to patient of all ages, their families, visitors, medical staff, clinicians and co-workers ensuring that everyone is treated courteously, quickly and with respect.

Assists with the daily office functions of the assigned area in order to ensure efficient and effective operations.

Ensures that staff exhibit good customer service and are consistent in all interactions.

Verizon Communications

Maintenance Administrator March 2000 – April 2013

Helped assist customer’s and train new hires in a call center setting.

Monitor AHT and RTA to identify queues, maintain service levels and ASA.

Created seniority based schedules, manage intra-day staffing levels, execute methods for

staffing adjustments.

Scheduled annual employee training sessions per corporate requirements.

Determine availability for special projects and other functions.

Track performance of call routing and made recommendations to improve service levels and

efficiency.

Process associate and management payroll and assign approved overtime.

Perform quality audits of maintenance tickets; ensuring metric penalty reduction.

Analyzed Screen trouble tickets to determine accuracy of issue reported.

Validate existence of required data elements for metric reporting.

Coach junior level peers in audit enhancements (i.e. Score Cards).

Developed/maintained executive level reports and presentations.

Utilized advanced analytical tactics for large data review.

Created Policy & Procedure Manuals for Cable/Pair Changes.

Designed Visio process maps to define structure of policy and procedures.

Scheduled appointments for reported service related issues/outages.

Tested POTS lines, circuits, switching, transports and power equipment for external sources; isolating troubles.

Created, retrieved and closed electronic and power plant repair trouble tickets for Access products.

Troubleshoot and diagnosed issues with customer, determining proper routing of dispatch.

Test various Review/interpret repair work orders and network/circuit diagrams.

Refer repair service tickets that require field premise/central office dispatches. Monitor, provide status and control oversight for chronic and high priority outage tickets.

Education

Teracom Training Institute

Certification: Certified Telecommunications Network Specialist

Villanova University

Certificate: Essentials of Project Management

Strayer University

Master of Business Administration, Minor Human Resources

Bachelor of Business Administration

Associate of Business Administration

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