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Manager Customer Service

Tracy, California, United States
August 17, 2018

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*** *. ******* ***, ******** House, CA 95391 - 408-***-**** -

Seeking a Management position that utilizes my skills Highlights of Qualifications

● Excellent attention to detail, problem solving, analytical skills

● Strong communication and documentation skills

● Recognized for driving change (work when ready vs. when due, to improve On Time Performance, Cycle Time, backlog reduction)

● Experience with GRETA/WFA, IOL, SHOTS for DS0, DS1, DS3 Provisioning

● Over 18 years Call Center Management experience

● Significant experience in disciplinary action up to and including dismissal

● Strong process adherence – ACD Management/enforcement, MSOC, Attendance Standards, Process/M&P, Safety Observations/practices

● CWA Relationship/Problem Solving – Article 2 and 7 meetings, grievance management

● EMPLOYEE GIVING CAMPAIGN – Recognized for Volunteer Recruitment/Participation and Fundraising Success

● Reliable, trustworthy, quick learner Coach Manager with 18+ years of experience in coaching teams of up to 20+ CWA Union represented employees

● Proven ability to drive behavioral and thought process change through mentoring, relationship building, training

(both individual and small groups)

● Over 5 years Project Management experience

● Ability to Manage over 100+ Projects from start to finish

● Coordinate activities necessary for successful and timely outcome Professional Experience:


● Managed CFA Cutovers and Grooms for external customers (Telepacific, Verizon, Windstream, Sprint) in Global Business Provisioning and Assurance

● Manage consistent follow up with downstream departments to assure the meeting of RID, FOC and scheduling commitments, updating and uploading in PROFLOW

● Work with ASC/LSC to troubleshoot CNRs, orders not flowing through to WFA

● Communicate directly with customers to verify information, relay scheduling assignments, clarify errors, and notify of current project status

● Train new Project Managers joining the team in all aspects of job responsibilities

● Cover for other Project Managers projects when not available NETWORK OPERATIONS MANAGER: AT&T

● Coached up to 20+ CWA Represented Union employees (Testing Techs, Communication Techs) in Customer Service Provisioning Center (PCO) Call Center for DS1, DS3 provisioning

● ACD Management/enforcement to assure prompt customer service for customers

● Strong escalation management – consistent follow up, ensuring accountability for moving orders/tickets through provisioning/maintenance process and meeting daily critical dates

● Network among cross functional teams and departments to remove roadblocks (issues with facilities, engineering, design, customer availability)

● Load balancing/workforce management, attendance management, assuring Annual Mandatory Coverage completion by due dates

● Responsible for covering Center employees on Early Retirement, Voluntary Separation packages and Surplus Declarations

● Train new center managers joining team in all aspects of job responsibilities

● Cover for peers and area manager when unavailable/out of office Work History

AT&T - San Ramon, CA

Global Business Provisioning and Assurance 2016 - Present Senior Specialist – Network Support: Project Management Last Manager: Area Manager Eric Myers 346-***-**** AT&T - San Ramon, CA

Customer Service Provisioning Center 2005 – 2016

Manager Network Operation, Hi-Cap Provisioning CSPC (PCO) Last Manager: Area Manager Scott Brizard 303-***-**** AT&T – San Francisco/San Jose, CA 1999 – 2005

Network Manager – LFO-IN

Last Manager: Area Manager Bill Gorman

Wells Fargo Bank – San Jose, CA 1995 – 1999

Customer Service Manager – Telephone Banking Call Center Management Education

UC Riverside, California

Business Economics

Additional Development Course Work

AT&T University Technology Transformations

AT&T’s Network Transformation Track

Leading With Distinction

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