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Customer Service Sales

Akron, OH
October 11, 2018

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Claudia Shaw

*** ********* ***

Akron, Oh *****

Cell 330-***-****



Data Certified.

Working knowledge of Microsoft Office Suite, Windows XP, legacy platforms within AT&T. SAP, CREWS, Click, GIS/AutoCAD.

Excellent verbal and written communication and multitasking skills., team player, able to work remote with no direct supervision.

Pays attention to detail, very organized, with excellent time management skills.

Knowledgeable in processes and procedures for escalating and resolving billing, service and installation issues to appropriate departments within AT&T and First Energy.


4/16/2018-Present First Energy 76 S. Main St. Akron, Oh 44308- Executive Assistant.

Supports the Director of Vegetation Management, General Manager, 5 Managers, and all analyst and contractors on Vegetation Management team.

Administered all day-to-day office activities including extensive calendaring, arranging complex domestic and international travel arrangements, processing timesheets, creating reports, process invoices and reconciling monthly credit card statements.

Host/plan meetings for entire team.

Maintain training records/reports, on-board/off-board contractors.

7/2015-4/16/18 Cleveland Illuminating Company (a First Energy Company) 3601 Ridge Rd, Cleveland, Oh 44102- Distribution Tech I.

Post completed work request to GIS database, maps and records systems by interpreting construction prints work management informant and field inspections

Prepare circuit maps for various processes including annual regulatory and annual inspections and maintenance programs.

With limited supervision perform roles of designate mapping support for several line shops

With limited supervision digitize GIS land bas for new developments and geographic additions.

Under direct supervision using established routines query GIS data requested.

Performs basic field investigations while developing skills, knowledge and maturity in analyzing data

Under limited supervision prepares work order packages and requisition materials, closes out work orders and records constructed additions, changes and removals on maps and records

Assist with response to OUPS and PA One Call preplanning underground locate request by researching GIS records ad preparing extracts of GIS maps for engineering and architecture firms.

1/2014-7/2015 Cleveland Illuminating Company (a First Energy Company) 4295 East 146 Street, Cleveland, Oh 44128- Adv. Distribution Assoc.

Producing a variety of correspondence and reports using appropriate office equipment for word processing and spreadsheets.

Assembling data from multiple sources.

Organizing and maintaining filling and record systems. Preparing, processing and/or recording expense accounts, timesheets, invoices for payment, requisitions for office supplies, attendance etc.

Assisting others with establishing and completing works in CREWS and SAP.

Answering and referring telephone and personal inquiries to proper personnel.

Sorting and distributing mail and other duties as assigned

06/2011-1/2014 FirstEnergy Corp 76 South Main St. Akron, Oh 44309

- Customer Contact Center

Complete customer requested applications to start/end service.

Provide billing information using SAP

Handle outage requests

Complete customer service inquires

Exceed daily/monthly statistics

07/2010-06/2011 US Bank, 608 Raff Rd, Canton, Oh 44710


Engage in sales and service

Opens accounts, handle teller transactions,

Sells/cross-sell bank products and services,

Resolve customer service issues.

Refer customers to other areas of U.S. Bank as appropriate.

Convert service opportunities into sales events.

03/2002 to 02/2009 AT&T, 6889 Snowville Rd., Brecksville, Oh

Sales Support & Project Manger/Product Operations-Competitive Markets-Midwest Region

Post-sales support -a post-sale coordination resource.

The single point of contact for the Competitive Account Executive's, customers and other departments.

Ensure accuracy of all required contracts and billing system platforms.

Accountable for escalations related to order issuance that may create due date jeopardy conditions, resolving issues and for providing regular status updates to both the customer and sales.

Month over month achievement of product and service expectations from customers and sales organization. Increase customer satisfaction, drive quicker cycle time.


Canvass, order, reconcile, distribute and expense supplies for entire APM region. Maintained under budget and kept expenses low year over year by selecting most cost effective supply for each request.

1st quarter top performer for value team.

Member of operation cleanup team to ensure cycle time of packages held to sales. Analyze, Monitor and communicate hold bucket for value team. Achieved 59% reduction day over day

Selected as Top 20% performer engaged in leadership role/responsibilities-as part of leadership performance developmental planning.

Analyze out of interval report. Present to team on weekly call. Coach on how to utilize follow-up/out of rotation time to ensure cycle time is met.

Manage/expense UPS account For Ohio Team

Facilitated meetings to explain new escalation process and procedures to regional team


Baker College, Flint, MI USA-Bachelor of Business Administration, Business Management, 2012

Kent State University, Kent, OH USA-Bachelor of Business Administration, 60 Hours Completed-transferred to Baker College

Southern Ohio College, Akron, OH USA-Associate of Applied Business, Business Software Technology

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