Stephanie Burke

**** ****** ***** **, *******, FL33594 813-***-****

ac3157@r.postjobfree.com

Dedication Detail Oriented Self Motivated

A meticulous Customer Service Representative with 20+ years of experience, credited with strong communication and organization skills to deliver ample support in day-to-day activities as well as long term projects. Expert in finding unique ways to create a partnership with customers when providing support and have a proven ability to build and maintain relationships. Facilitate the dynamic information flow between teams and projects in an organization setting. Expertise in innovative problem-solving in fast-paced environments along with being highly proficient in streamlining processes and implementing corrective actions when needed. Strong work ethic and innate ability to influence others to produce dynamic and long-lasting results.

Assets & Areas of Expertise

Enterprise Project Management

Accurate Data Entry & Analysis

Quality Assurance & Logistics

Risk Management

Budgeting & Forecasting

Report Verification& Filing

Profit & Loss Accountability

Land Surveys

Operations Management

Schedule Coordination

Process Improvement

Proofreading

Technical Proficiencies

Windows 2010, Land Surveying Networks, MS Office Suite, MS Excel, Data Entry

Selected Professional Experience

GTE/Verizon/Frontier Communications 1995 – Present

Customer Service Associate

20+ years providing customer service support through the acquisitions of GTE, Verizon and now Frontier Communications. Work the eCenter, assisting residential customers via online chat and other forms of social media. Gather customer requirements, identifying their technical and economic limitations, and processing installation orders to establish new residential accounts. Perform assessments for each new customer to determine what systems are available in our telephone, internet, and TV service catalogs that align to the customer’s household needs. These assessments are performed for new and existing customers. Also, execute initial troubleshooting for non-working products and will schedule a field technician to visit the customer if unable to resolve the issue via online chat. Finalize the transactions with the handling of the customer credit cards, CHECKS, and making DEPOSITS along with assisting the customers with registering their accounts for online billing access. Customer billing inquiries are handled, in addition to investigating billing disputes relating to Frontier products and services. When required, assist with making special bill payment arrangements to prevent account termination.

Prior to the eCenter promotion, worked in the Vivid Center where testing was done to determine available internet speeds for a residential area and the types of internet support available. Remotely performed tests and then processed orders for the CO (Central Office) of new FiOS (Fiber Optic Services). Also, assisted field technicians by verifying the activation and routing required for completing new installations.

In the Wireless Division, performed credit checks via Equifax of residential and business customers, to confirm their credit worthiness. In addition to acquiring partial payments from the customer also established payment plans that would meet the needs of the customer and our business goals.

Paging Division, qualified customers based on requirements for basic or internal usage and processed orders for the activation of accounts. This process also consisted of customer credit check verification's. Performed testing of new pagers prior to releasing them to the customer, to ensure they functioned correctly and to reduce the number of returned devices. Monitored shipping of new pager equipment and the returned inventory and entered all information in our asset management tracker. Also handled billing inquires after the sale.

Provided identification and define administrative requirements of specific technical, training, exercise and support areas for different acquisition programs and projects

Develop budget projections for organizational support and capabilities for specific acquisition projects

Planned, prepared and conducted analysis to facilitate completion of long range planning documents and develop all aspects of the functional areas organizational support and capabilities

Compiled, organized, and prepared this data for monthly and annual reports

Air Force Reserve 1998 – 2000

Communications Analyst

Responsible for land survey of remote locations prior to troop arrival to determine suitability for field operations. Determined where telephone cables could run for our deployments. Once cable lines were in place, tested to ensure the security and integrity of the lines. Maintenance of the cables and field telephones were also performed to ensure workable equipment at all times, prior to and during field operations. During field operations, also provided technical support when needed to ensure communication between troops remained active. Also handled the shipping of communication equipment to assigned areas of field operations and inventory of equipment both while in the field and back at home Reserve unit.

Supervised performance of office administrative functions

Inspected subordinates units and made recommendations for elimination of deficiencies or improvement of administrative operations

Reviewed and edits correspondence prior to release, sub mission for signature, or other disposition

Planed and organizes office operations to include publications and forms administration and office administrative procedures

Wrote office SOP, job descriptions, and directives, determined requirements for office equipment, supplies, and space

Army Reserve/National Guard 1992 – 1998

Administrative Clerk

In charge of record handling for Army troops. Duties included scheduling assignments for military school for new enlistees and existing Soldiers along with processing payroll for both reservists and active duty members. Scheduled Temporary Duty (TDY)travel for both US and international deployment of troops, personal leave, and vacations for soldiers. This also included ensuring proper funding for meals, travel, family dependents, and sick leave. Also ensured all service records remained updated with personal, medical, and military information. Handled the in and out processing of new enlistees and retiring troops. Scheduling of meetings for debriefings of officers and senior enlisted military members.

Requisitioned and received inventories, signed hand receipts for office equipment

Coordinated administrative activities with other organizations and staff sections

Signed receipts for, logs, inventories, files, and secured classified documents

Education& Military Discharges

Degrees

US Army Administration Clerical School 4.0 GPA

Hillsborough Community College - 3.0GP/Business Administration

Military

Received Honorable Discharges for both the Army Reserve National Guard and Air Force Reserve

Awards received

National Defense Service Ribbon

Marksman Marksmanship Badge Rifle M16

Army Service Ribbon

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