Manager Service
Resume:
Kerry J. Flowers
Telecommunications Collections Manager/Customer Systems Technician
University Park, Illinois, 60484
708-***-**** (c)
708-***-**** (c)
*************@*****.***
SUMMARY OF QUALIFICATIONS:
Skillful and dedicated Collections Manager/Resolution specialist with extensive experience with CMS/ACIS /BI /eTRACS
Strong functional knowledge of collection process and procedures.
Excellent problem solving skills.
Demonstrated capacity to provide comprehensive support for executive-level and management staff including: organizational, and communication skills.
Self-direction and able to perform duties without direct supervision.
Proven track record of accurately completing research, reporting, information management and essential tasks. Follow all company and client policies & procedures while pursuing these duties.
Install, maintain and repair all types of telecommunications access facilities including cable and auxiliary equipment
EXPERIENCE
SBC (AT&T) Corporation Chicago, IL
04/2016- 03/17 Family Leave
03/17-04/17 KBS Computer Services
- Apple computer configurations and installations for Chicago Public Schools
Seasonal temporary assignment
04/2015 - 04/2016 Customer Systems Technician
-Work inside or outside of buildings and on telephone poles to make necessary telephone-service connections, repair damaged or broken equipment and restore telephone service
-Install and maintains cellular and general service mobile radio equipment and associated base station equipment
-Read and interpret service orders, circuit diagrams, and follows standard installation practices
-Perform technical equipment test to locate and clear all faults and defects
-Perform preventive-maintenance routines of equipment on customer premises
11/2001 - 03/2015 ACS Service Manager/Service Leader – Collections
-Managed and direct various aspects of incoming call center operations.
-Implemented and review call center policies and procedures.
-Developed and monitor quotas for service volume and timeliness.
-Ability to interact with several layers of the organization, above and below the manager role
-Possess excellent communication skills and a proven record for coaching and developing employees.
-Motivated call center agents to achieve high performance, overseeing the design and delivery of all training programs, monitoring calls for quality assurance, and handle escalated concerns that fall outside the purview of floor supervisors.
-Operated as a support agent responsible for assisting in areas not limited to daily attendance, customer service, training, coaching and communication.
-Created a customer focused, motivating environment which supports and develops a professional and effective collections team.
-Back-filled for a manager/supervisor in their absence
-Assisted with takeovers
-Performed side-by-side or remote non-evaluative observations
-Distributed daily reports as required
-Complete manager’s 20 pin daily
-Coordinate and manage all assigned tasks
1999-2001 Watson Dwyer/Ameritech Chicago, IL
Consultant/Office Assistant
-Performed various office support services including: answering and fielding calls, receiving and directing visitors, making travel and meeting arrangements, prepared reports, training, and customer relations.
-This position required advanced computer skills, project coordination, and excellent interpersonal skills. Worked well with all levels of internal management, key account executives and staff, and extensive experience working with outside vendors and clients.
-Responsible for ensuring the timeliness and accuracy of completion of all copy and clerical projects.
-Responsible for processing incoming/outgoing, interoffice and express mail shipment; receiving, recording, and delivering faxes, express mail, Federal Express, United Parcel Service, Airborne and courier/common carrier delivered items also performed other office duties as assigned
1998–1999 E.R. Moore Robe Company Chicago, IL
Editor
- Verified robe order requests from major universities and colleges.
- Edited all form information to assure accurate order completion through order process.
1998–1998 Best Foam Fabricators Chicago, IL
Process Engineer
- Used cad key design package for prototype design of various components for major industry companies, including the United States Government.
1995–1997 Bibbins Cement Company Maywood, IL
Construction Worker
-Sidewalk construction-including setting up forms, breaking up concrete, grading cement pouring.
1987-1995 Amoco Oil Corporation Chicago, IL
Cad Designer/Engineer Associate
-Four years of progressive architectural office design and construction projects for Amoco Oil Corporation.
-Five years of oil terminal design projects.
-Process piping and service station design with 3D Application Graphic Software using Sun Workstations for Amoco Oil Corporation.
-Facilitated implementation of Amoco Oil Company scanning project for company-wide computer access.
-Worked with a strong problem solving team of six individuals who accessed, proposed and executed problem skills.
-Group leader for Amoco Oil Company scanning and documentation team for drawing plans for company-wide computer access.
EDUCATION
1 Year Completed University of Illinois at Chicago Chicago, IL
Major: Liberal Arts/Architecture
2 Years Completed East West University Chicago, IL
Minor: Computer Science/Business
2014-2016 AT&T University
Call Center Management and Uverse Technical Training
TECHNOLOGY
Arris 5.3, 5.8, 6.0, including Sculpture and Render Plus, Wizard; AutoCAD 11.0 and 12.0; LD Scan; Windows 8; Paradox; WordPerfect, Calcomp 9100 Digitizer w/platform software interface, Microsoft Office Suites, internet savvy.JDSU and SIDEKICK meters,GCAS and TRANSLORE
Software applications for customer diagnostics.
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