Manager Customer Service

Thomas B. Terrell

**** ******** ***** *******, ** 76210 708-***-**** ac1n0q@r.postjobfree.com

Objective

An expert-level professional with 25 years extensive experience and background in Management/Telecommunications industry. Proven leadership, problem solving skills, and the ability to work under pressure makes me an ideal candidate for any position requiring strong management skills with the ability to teach, mentor, and inspire others to their full potential. I have experience in Central Office repair/provisioning, Field Cable work in fiber and copper. I have worked with many different mecahnized systems and computer programs, some of which I created as well as many other Provisioning and Dispatching systems. The positions below are all within the same company and are the result of Acquisitions and Mergers.

Skills Summary

Interpersonal - Ability to collaborate and succeed with people of various personalities, diverse backgrounds and educational qualifications to achieve common goals. Good Communicator – Aptly skilled at communicating to team members their individual job functions, as well as the main goal that has to be achieved by the team collectively along with effective presentation up through Leadership

Leadership - Motivates, guides, and leads team members providing them with the best resources so that goals can be achieved.

Project Manager

Self-Starter

Critical Thinker

Mentor

Customer Service

Decision Maker

Trainer

Application Developor

Problem solver

Professional Experience

AT&T – Richardson, TX

Manager Quality M&P Process and Training responsible for multiple projects from inception to completion including:

1. SOS Redesign

2. SOS Trouble Shooting Flows

(http://uversecare.web.att.com/Troubleshooting_101/Home.htm) 3. SOS build for WFE

4. M&P’s for SOS Process changes

5. New Hire Pilot Training Course for SOS

a. Material Design

b. Delivery

c. Validation

6. LSO Course Design for SOS

a. 8 SOS Courses Designed by my team with the LSO

7. Compliance Report

a. Course completion SOS wide

b. R3 based on product in conjunction with flow usage 8. By creating the SOS Troubleshooting Flows/WFE we were able over a period of 3 months to show a decrease in R3 and R30 between 3 and 27% as well as increase FCR/TACR. Apr-2012-Feb-2016

AT&T – Richardson,TX

Operations Manager U-Verse SOS Care responsible for managing a team of agents at a higher skill level to assist U-Verse customer’s in resolving chronic/complex issues. This includes, coaching, training, documentation, mentoring and day to day case management. My team made top Quintile 4 months in a row before moving to my new role. This includes but is not limited to Central Office dispatches for fiber repair, card replacement and provisioning. Apr 2012-Current AT&T – Irving, TX

Manager NFSD Team Wireless operations Responsible for day to day managing of vendors accessing AT&T Cell sites and the work they perform, Inclusing turning down and up of radios, sectors and power. Also responsible for the NFSD automation including in the first two projects a savings of over 1.5 million dollars in man hours. Oct 2011-Apr 2012

AT & T – Irving, TX

Area Management Delegate, Present

U-Verse NOC Manager/Methods & Procedures Developer, Jan 2009 to Present Technical Support Manager/ Network Analyst, May 2007 to Present Responsible for taking us from 28% ticket automation to 95% in 5 months Key contributor in development and implementation of the GFP monitoring system. This includes but is not limited to Central Office dispatches for fiber repair, card replacement and provisioning.

SBC – Arlington Heights, IL

Network Engineer/NST Datacomm Manager, Jun 2006 to Apr 2007 Network Surveillance Datacomm Manager, Jun 2006 to Apr 2007 NST Manager/Datacomm Trainer, May 2004 to Apr 2007 The NST Team was developed and implemented by me. Raising our quality from 40% to 99% and maintaining it to this day. In addition this team took our SLA requirements from 50% to 99% and maintained it to this day.

Trained and mentored over 200 engineers in systems and router/switching protocols. Network 1 Datacomm ASI Engineer, Dec 2003 to May 2005 MCC Manager for Chicago Central/Center Admin I&R, Oct 2003 to Dec 2003 Technology Manager Illinois Operation Centers I&R, Jan 2003 to Oct 2003 Ameritech – Chicago, IL

Staffing Backfill Control Team I&R, Nov 2002 to Mar 2003 Kedzie MT MCC Manager I&R, Jul 2002 to Jan 2003

ICC Force/Center System Administrator/State WFA-DO & Loan Coordinator I&R, Nov 2001 to Jul 2002

Manager Force & Load Chicago I&R, Feb 2001 to Nov 2001 Illinois Bell – Chicago, IL

Customer Systems Technician I&R, Aug 1990 to Feb 2001 Certifications

Alcatel NRS, Aug 2008

Alcatel 5620 SAM, AMS, 7x50 and Access Certification, Jul 200*-***-*** Route, Oct 2008

642-813 Switch, Aug 2007

CCNA, Aug 2004

WFA-DO Administrator

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