Customer Service Manager

Carol Sue Pickering

*** *. ********* **. ******, Colorado

720-***-**** ***************@*****.***

Manager – Supervisor – Customer Service

Professional Profile

Offering a thirty year career of outstanding customer service, project management, and employee supervision, with specialized experience increasing company efficiency and handling orders

Outstanding customer communication skills both personal and in phone conversations

Strong organization and management skills, collaborating across departments to solve problems

Adept at designing and handling new product orders with teams and customers

Excellent supervision experience in scheduling and mitigating employee disputes

Skills

Government Guidelines & Policy

Software Design

Customer Service

Project Management

Employee Training

Remote Tech Support

Education

Ohio State University

National University

Study in Business Administration

Career Path

AT&T– Project/ Implementation/Manager 2009 - 2018

Studiously managed the daily ordering and tracking of complex products

Communicated with other departments and customer to ensure customer satisfaction and all customer expectations are met.

Helped improve customer service by communicating effectively with customers

Served as a point of contact for escalations from order entry to test and turn up to billing issues.

Scheduled project team and customers and participated in all turn-up calls

Collaborated with Tier 2 and 3 tech support to troubleshoot any system issues

Ability to work with little or no direction and follow through with internal and external team members

AT&T – Supervisor 2008 – 2009

Actively prepared mid-year and year-end reviews, vacation scheduling, and tracked timesheets

Competently supervised the Move and Change group in Denver Provisioning

Helped troubleshoot order issues

Communicated effectively with employees to answer their questions and help resolve problems

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AT&T – Provisioning Project Manager 1999 – 2008

Handled customer requests for switching local/private line services

Supported large customer accounts through the provisioning process

Utilized outstanding interpersonal skills to coordinate customer orders, the project team, and project plan commitments with many other teams

Collaborated on new projects and processes such as beta tests

Worked on conference calls and in meetings, while assessing project variances

Provided active escalation support to the project team

Competently, and with studious attention to detail, updated databases and reports

Collaborated with internal team members on complex wiring designs

AT&T – 5ESS Central Switch Translations Engineer 1998 – 1999

Configured digital and analog communications on both the trunk and line side equipment

Analyzed customer contracts at the DS1 service and performed important database changes

Worked to design and troubleshoot voicemail and call processing, using the Boston Technologies voicemail system

ITS – Independent Contractor 1994 – 1998

Managed projects and coordinated installations

Coordinated sub-contractors while arranging customer meetings, ordering software, and hardware, as well as managing the installation team

Worked actively to finish before deadlines and within budget

Trained end-users how to provide good customer service and to use voicemail and Automatic Call Distribution (ACD)

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