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Customer Service Manager

Charlotte, NC, 28269
March 16, 2018

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Evette Elder

P O Box *****

Charlotte, NC *****

Cell: 704-***-****


To grow with a Company that can utilize my experience and knowledge in Communications and Customer Service.


Microsoft Word

Microsoft Excel

MSOC Trained


Brooklyn College, Brooklyn, NY


Business Administration //Accounting

Midlands Technical College, Columbia, SC

Information Processing Certificate, Computers


New Wave Logistics Inc. – Charlotte NC

Owner Operator – Transportation /Courier

05-2004 - present

at&t - Charlotte, NC

07-2010 – 03-2015 (retired)

Load Control Analyst – Network Dispatch Center

Prioritize and balance daily work load in conjunction with the work force for that day.

Handle conference calls daily to provide up to date status on work performance for jobs completed for the day. Interact with two General Managers, six Field Supervisors, and ninety Technicians.

at&t – Charlotte, NC

01-2010 to 07-2010

Field Assist Manager – Network Dispatch Center

Manager of 12 employees providing dispatching services for the State of North Carolina

Supported three General Managers, ten Field Supervisors, and three hundred Field Technicians.

Created process improvement to reduce call in queue time by setting up an internal mailbox for outside supervisor request.

Improved dispatching process for technicians needing additional help with an installation or repair.

at&t – Charlotte, NC

03-2009 to 01-2010

Scheduling Coordinator- Network Dispatch Center

Manager of six employees and three Office Assistants. Prepared and monitored daily work schedules, vacation request and other time off requests for state of North Carolina and Kentucky.

Partnered with Load Control Analyst to improve schedule information for managing work load.

Bellsouth – Charlotte, NC

04-2001 to 03-2009

Network Manager – Special Services Dispatch Out

Responsible for the State of North Carolina. Worked closely with the ACAC's, CWINS, and Business Offices, four Area Managers, two General Managers, ten Field Foreman and one hundred Field Techs., to ensure customer service needs were met. Manager of 6 Maintenance Administrators. Observed and evaluate subordinates job performance. Review and analyze various websites.

•Developed Best Practice for North Carolina Screening Process

'Championed Improvement Committee with Field Forces and Sac Center for improved CDDD results

*MSOC Proficient

*Payroll Trained

Bellsouth Business Systems– Charlotte, NC

09-1998 to 04-2001

Customer Service Associate – Major Accounts

Provided support to the Sales Team and Service Consultants. Wrote Service Orders, handled billing questions, and provided status on pending orders to Customers. Interacted with various departments to meet customer commitments. Handled dedicated accounts and acted as a liaison between customer, company and field.

Bellsouth – Charlotte, NC

10-1996 to 09-1998

Service Representative – Consumer Services

Call Center Environment, taking calls for Residential customers placing orders for service. Offering company products, handling billing inquiries, making adjustments, reviewing bills. Providing all aspects of Customer Service.

Bellsouth – Columbia, SC

07-1993 to 09-1996

Operator – Directory Assistance

Call Center Environment - providing telephone number lookup per customer request.

Bellsouth – Raleigh, NC 09-1989 to 07-1993

New York Telephone – New York, NY 01-1980 to 09-1989

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