Service Representative Customer
Resume:
Ellenita Elizabeth Hill
Acworth, Georgia 30101
************@*****.***
OBJECTIVES:
To become an integral part of a management team that will utilize my experience, strong organizational skills and proven abilities to make a positive impact and contribution to their operation.
CUSTOMER SERVICE PROFESSIONAL:
More than 31 years’ successful experience as a Customer Service Professional, interfacing with both internal and external customers in a Call Center and Office environment with recognized strengths in problem solving & trouble-shooting, and planning/implementing proactive procedures and systems to alleviate problems.
Possess solid computer skills. Excellent working knowledge using both Excel, Microsoft Word, Outlook.
Proven outstanding ability in training, motivating and supervising personnel to achieve Company goals and objectives.
Skilled in the ability to develop, implement and coordinate processes and procedures for improved/enhance performance.
Extensive background in Call Center Operations
Ability to manage force to load
Great Customer Focus and Organizational Skills
Strong Analytical skills with attention to detail
Strong Coaching Skills
Escalation Specialist
MSOC Certified
Synopsis of Achievements:
Selected as a Relieving Supervisor in LCSC over the Escalation Call Group handling calls from the CLECS pertaining to orders, due dates and executing reports on the daily load for the Small Business and Complex groups for Director, OAVP, and VP of LCSC.
Developed and delivered training on the issuance of orders and action request to update CDIA>
Developed and delivered training on Remote Call Forwarding for UNE P and Coin UNE-P.
Selected to work on the BellSouth Jazz Project handling combined
Billing for BellSouth Entertainment, BellSouth Mobility and BellSouth
Landline Service.
Junior Achievement Coordinator for the LCSC.
EXPERIENCE:
AT&T/BellSouth Corporation December 2012 – December 2017
575 Morosgo Drive Maintenance Administrator/Provision Specialist
Atlanta, GA 30324
Responsible for the daily support of field managers and technicians for the DIGITAL Electronic Group. Primary responsibilities included monitoring and assigning tickets to technicians along with continual monitoring of those tickets throughout the day and ensuring critical alarms are assigned in a timely manner. Duties also included escalating critical work to management on an as needed basis. Additionally, the position called for the creation of failure tickets on outages caused by manmade and natural disasters. Worked closely with both the Construction and Engineering Department and Network Operations.
Position requirements also included analyzing service requests to determine circuit requirements and priorities; utilizing design guidelines in assignment of existing equipment and facilities; and accessing various sources to complete circuit designs for carriers. Also responsible for referring technical problems to Circuit Layout for resolution. Position capabilities included interfacing with both internal and external customers in the Company Call Center
Dec 2009-Dec 2012 Service Representative Consumer Service Representative
July 2006-Nov 2009 Service Representative Consumer Vendor Service Group/Relieving Supervisor
Sept2004-July 2006 Service Representative Executive Escalation
April 2002-Sept 2004 Service Representative Local Carrier Service Center
Oct 2000-April 2002 Maintenance Administrator Large Business Repair Center
April 1997-Oct 2000 Service Representative-Relieving Supervisor
Local Carrier Service Center
Oct 1993-April 1997 Service Representative
Aug 1987-Oct 1993 Special Clerk-Vouchers/Payroll
Mar 1986-Aug 1987 Administrative Reports Clerk
Education:
Stratford Career Institute January 2017 – April 2018
Medical Billing Specialist Diploma
Stratford Career Institute April 2018 - Present
Administrative Assistant/Secretary
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