Charles A Burns.

773-***-****

ac0d2c@r.postjobfree.com

Job Related Summary:

• 20+ years of experience in Customer Service.

• 20+ years of experience in Data Entry.

• 12 years of experience with MS Office.

• 20+ years of experience in the Telecommunications industry.

• Local candidate.

• Excellent communication and interpersonal skills.

Summary:

• A Telecommunications/IT Professional and Customer Service Representative with over twelve years experience working in a support capacity.

• Served as a Lead Technician for the US Courts in D.C., where provided nationwide IP network support to technicians.

• Assigned IP addresses, troubleshot connectivity issues and monitored the networks and maintained routers and circuits.

• Expertise at the creation/execution of trouble tickets, in addition to diagnosing T1 connection issues and data and voice local isolation issues.

• Excellent customer service abilities.

Technical Skills:

Technical Support (Cisco, S.L.A, M.A.C, RTMT, CDR, VoIP), Nortel DMS Systems, Lucent 5Es, Circuit Design/Provisioning (wireless and wire line), Circuit Design, Technical Writing, Proposals, Detailed Organization, Type 60WPM, MS Project, PowerPoint, Access, Word, Excel, MS Office, Cisco Works, HP OpenView, Sonnet, ATM and Frame Relay, Remedy, Caspr, CCS, Siterra, Symposium, Cisco IP Call Center, MATS, Edify IVR, Call Accounting Systems

a) Education :

b) Major: Information Systems, DeVry, June 2014 (anticipated graduation date).

c)

1) Professional Experience:

AT&T Atlanta, GA February 2010-2017

Customer Service Representative, Inbound Call Center

Responsibilities:

Deliver world class customer service and build customer satisfaction and loyalty.

Provide effective and timely resolution of a range of customer inquiries.

Strive for one-call resolution of customer issues.

Complete ongoing training to stay abreast of product, service and policy changes.

Strike a positive and cooperative tone with both customers and coworkers.

Demonstrate best judgment in the disbursement of adjustments and credits.

Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.

AT&T, Schaumburg, IL June 2007 – March 2010

Service Delivery Coordinator / Provisioning (Contractor)[1]

Utilize existing provisioning tools and identify developmental requirements.

Use existing KPIs

Cohesively work amongst internal customer groups.

Establish and control strong customer service relationship. Provide a seamless delivery of service satisfaction by initiating and owning service and identifying process improvement.

Establish customer loyalty by managing timely response, notifications and encourage feedback

Interface customers to ensure Service Level Agreements are met

Communicate critical, impacting incidents and escalate to management

Host daily production meetings with Service Delivery team to ensure intervals are met for the day as well as forecasting events three days out.

Identify, create and manage processes and procedures

United States Courts, Network Management Facility, Washington D.C.

November 2002 - May 2007

Customer Service Representative, Outbound Call Center

Handled a high influx of inbound calls within a dynamic call center environment.

Managed multiple priorities and maintained effective results in a quota driven workplace.

Assisted wireless cell phone customers with items such as adding minutes and troubleshooting.

Responded to customer inquiries and requests and resolved issues efficiently and professionally.

Exercised strong interpersonal communication skills with customers and department personnel.

Accepted assignments with an open, cooperative, positive and team-oriented attitude.

Utilized multiple call center support applications to efficiently assist customers and agents.

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