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Customer Service

Milwaukee, Wisconsin, United States
December 21, 2018

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Michele White

**** * ****** ** #***

Milwaukee, Wisconsin 53204



To obtain employment with a great company that provides a friendly and exciting work environment.

Work Experience

We Energies

Customer Consultant Pewaukee, WI

11/2017- Present

Duties include working in a call center environment answering calls from customers inquiring about new service and moving their service. Discuss bills and negotiate payment arrangements with customers. Provide emergency response for gas and electric outages. Work mandatory overtime when needed.

Milwaukee County

Child Support Assistant Milwaukee, WI


Duties include answering inquiries from individuals by phone, in person, or through correspondence regarding program rules, regulations, laws and policy and procedures for the public, court staff, social workers and the legal community. Prepared income withholding notices and mail various court filing packets and information to participants.Also refer non-standard questions to the appropriate personnel for review and follow-up.

Time Warner Cable Co

Dispatcher, Tech Ops Milwaukee, WI


Duties include dispatching techs for customer installations and trouble service assignments. Using electric dispatch equipment and software. Monitor techs work order status and adjust throughout the day to ensure daily routes met drive time, on time guarantee, productivity and skill set goals. Handle routing changes and issues with outside techs.


CAE 2, Customer Service Repair Rep

3/2014-7/2014 White Marsh, MD

Duties include working in a call center environment answering inbound calls from customers regarding technical problems related to Comcast products and services and equipment. Provide first call resolution when possible. Also answer billing department overflow calls.

Time Warner Cable Co

Specialist, Customer Retention

1/2013-7/2013 Milwaukee, WI

Duties include working in a call center environment answering inbound calls from customer and other departments in a timely and professional manner. Handle inbound

disconnect and downgrade calls from existing customers. Retain customers and save and re-sell the value of products and services. Upgrade customers to additional products and services through consultative sales techniques.

US Cellular

Technical Services Specialist

11/2009-3/2010 Pewaukee, WI

Duties include working in a call center environment answering inbound calls from customers, carriers and other departments in a timely and professional manner. Troubleshooting issues related to switch, voicemail, mobile data, network functionally and other systems. Duties also included researching, resolving and following up on technical issues for customers both on the US Cellular network and in roaming situations.


Service Rep-Small Business Services,

3/2009-7/2009 Pewaukee, WI

Duties include working in a call center environment. Assisting small business customers with new service orders, billing inquiries and general questions. Upgrade services when needed and cross sell products and services.

Technical Specialist-CMC

7/2007-3/2009 Pewaukee, WI

Duties include processing daily timesheets for construction and engineering service technicians. Processing cable and material orders for undertakings and cable damages. Maintain absence and attendance records for service technicians. Resolve payroll issues with regards to missing, lost or unaccounted for time. File daily paperwork. Keep track of cable inventory. Assist other Specialist when needed.

Technical Support Rep-2 U-verse Services

3/2007-7/2007 Milwaukee, WI

Handle high volume of calls for U-verse service issues. Process trouble reports, coordinate the clearance and correction of trouble for IPTV, High Speed Internet Access and VoIP services. Assist technicians with troubleshooting when needed. Assist end-users with troubleshooting and programming assistance. Provide dispatch when needed. Work overtime when needed.


Maintenance Administrator- Local Operations Center

8/2001 - 12/2005 Milwaukee, WI

Handle high volume of calls for service outages on a daily basis. Open trouble reports; inter-actively test with customers using system bases software. Interact with other inter-company departments to resolve customer issues. Follow-up with customers to verify troubles are resolved. Refer to external vendors when need. Review and complete service orders. Work with central office techs to install and complete new circuits. Coached

inexperienced MA's. Perform Team Lead duties when needed.


Circuit Design Engineer

6/2000 - 7/2001 Cedar Rapids, IA

Review and accept orders. Design CLR's for DS-0 to OC-3 level circuits. Place

orders with the LEC's using Bellcore standards via F&E, BDS-Telis and manual ASRS Provide coordination and assistance in design, testing and trouble resolution. Assist in negotiations with LEC's concerning FOC's, DLR's, SUP's and escalations. Turn up circuits between requested locations on the desired due date. Communicate with vendors and internal departments to get a circuit engineered and installed. Work on special projects for switch decommission and migration.


Network Provisioner, Engineering

2/2000 - 6/2000 Las Vegas, NV

Reviewing and accepting orders. Designed CLR's forDS-0 to DS-3 level circuits. Sending out ASR's via BDS-Telis and Caeser. Use of Excel, Access, Windows NT, and BDS-Telis. Follow-up with ILEC's on FOC's, SUP's and escalations. Train and supervise Provisioning Coordinator.

Norlight Telecom

Network Provisioner

3/1999 - 2/2000 Milwaukee, WI

Duties include reviewing and accepting orders, sending out ASR's. Revision, change orders, disconnects and completions. Provisioning DS-0 to DS-1 level circuits, preparing CLR's and FRCD's. Preparing circuit routing on a fiber optic or microwave network. Use of Oracle, Lotus 123, BDS-Telis, Windows NT,Access, Excel and Clarify on a daily basis.


Maintenance Administrator- Network Services

10/1995 - 2/1999 Milwaukee, WI

Handle customer calls for service outages. Interactive testing with customers using system based software. Open trouble tickets and dispatch when needed. Close out trouble tickets when service effecting issues are resolved with customers. Interact with other inter-company departments to resolve customer outages. Verify translations. Verify if service outages are the result of service order activity and refer customers to appropriate

departments when need. Use of LMOS, WFA-DO, WFA-DI, ACIS-BI, VFY-FX and



8/2011-Present MATC-Milwaukee, WI

Degree Program- Human Resources

6/1986 Edmondson High School, Baltimore, Maryland

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