Customer Service, Help Desk, Telecom, Analyst, Project Management
Resume:
LORRY A. WILLIAMS
Redford, MI *****
************@*****.***
Highlights
I am a skilled professional with emphasis on customer care, telecommunication,
disaster recovery and risk management. I am adept at problem solving, time
management, training, analyzing data, managing multiple tasks and
operating on a deadline. Highly motivated, independent, flexible and
resourceful. I am easily trained and adapt quickly to new challenges and changing
environments.
Accomplishments
Bank of America World Class Customer Experience Award
Bank of America Contact Center Operations Certification
Six Sigma Trained
Process Excellence Certified
Global Crossing Fast Track to Success
Recipient of numerous Frontier Communications/Global Crossing Vision in
Action Awards and Living the Vision Awards
Michigan Real Estate License
Technical Experience
Avaya PBX, Nortel Carrier Class, VOIP, Toll Free, VGS, Cisco, VRU/IVR, Microsoft Office,
MS Project, MS SharePoint, MS Visio, CMS, IEX Totalview, IP Routing, Clarify, Remedy,
Crystal Reports
Career Experience
Treasure Homes Realty
Southfield, MI
August 2010 – Present
Residential Real Estate Agent
Present purchase offers to sellers for consideration.
Confer with escrow companies, lenders, home inspectors, and pest control operators to
ensure that terms and conditions of purchase agreements are met before closing dates.
Interview clients to determine what kinds of properties they are seeking.
Prepare documents such as representation contracts, purchase agreements, closing
statements, deeds and leases.
Coordinate property closings, overseeing signing of documents and disbursement of funds.
Act as an intermediary in negotiations between buyers and sellers, generally
representing one or the other.
Promote sales of properties through advertisements, social media, open houses, and
participation in multiple listing services.
Arrange for title searches to determine whether clients have clear property titles.
Answer clients' questions regarding construction work, financing, maintenance, repairs,
and appraisals.
Accompany buyers during visits to and inspections of property, advising them on the
suitability and value of the homes they are visiting.
Advise sellers on how to make homes more appealing to potential buyers.
Arrange meetings between buyers and sellers when details of transactions need to be
negotiated.
Advise clients on market conditions, prices, mortgages, legal requirements and related
matters.
Evaluate mortgage options to help clients obtain financing at the best prevailing rates
and terms.
Review property listings, trade journals, and relevant literature, and attend
conventions, seminars, and staff and association meetings in order to remain
knowledgeable about real estate markets.
Investigate clients' financial and credit status in order to determine eligibility for
financing.
Develop networks of attorneys, mortgage lenders, and contractors to whom clients may be
referred.
Contact utility companies for service hookups to clients' property.
Conduct seminars and training sessions for sales agents in order to improve sales
techniques.
Bank of America
Charlotte, NC
May 2005 - April 2009
Assistant Vice President, Corporate Business Continuity Consultant
Incident & Contingency Management
February 2006-April 2009
Provide real time Incident and Contingency management for multiple
Customer Service and Support contact centers and operations units, domestic and
offshore.
Create executive level communication strategy and talking points.
Respond to executive level complaints with action and recommendations.
Provide executive level support and training in preparation for national
contingencies impacting the infrastructure of the Customer Service and Support line of
businesses.
Creation, maintenance, testing and training of Business Continuity plans
within Customer Service and Support
Lead the lines of business successfully through the formation of their Business Impact
Analysis (BIA)
Utilize Strohl LDRPS for Business Continuity Planning
Participate in disaster recovery exercises and actual events on behalf
of the Line of Business.
Coordinate disaster recovery and business continuity plans within
Customer Service and Support.
Serve as a communication liaison between technology teams and the Line
of Business executives, articulating in laymen’s terms, technology issues impacting the
Bank of America contact centers.
Manage and maintain vendor relationships.
Function as Subject Matter Expert for multiple lines of businesses including Deposits,
Online Banking, Card Services, Business Card, Merchant Services, Military Bank, Consumer
Real Estate, Private Bank and many others.
Creation of communications materials and processes suitable for executive level
distribution.
This role required on call rotation and involved extensive time spent on conference
calls.
Bank of America
OSMC Helpdesk Operations Analyst
May 2005-February 2006
Proactive Monitoring of end-to-end processes for the entire Contact
Center environment.
Resolve and issue trouble tickets.
Perform regular site and system “Health Checks” to ensure overall
environment is stable and operating as expected.
Contact Center application monitoring reviewing for acceptable
performance levels and taking action upon any degradation in service.
Centralized ownership for communication, notification, and escalation of
issues or problems impacting the customer, associate, or shareholder
experience.
Create and distribute hourly, daily, weekly and monthly Workforce Management reports and
other reports as required.
Review and analyze Contact Center performance to quantify and measure
impacts and degradation to service as a result of any outages affecting
technology, facilities or staffing.
Utilize Call Routing systems to ensure proper load balancing of call
volume where necessary and invoking contingency call routing plans during
site or data center outages.
Communicate regularly with Site and Line of Business leaders regarding
business performance issues and recommending solutions.
Engagement of vendors to facilitate resolution of issues.
Engagement in planned technology changes and execution of plans to
mitigate impacts and assist with validation of a stable environment.
Alltel Communications
Phone Number Management Analyst and Central Office Switch Technician
Aug 2002-May 2005
Charlotte, NC
Monitor and maintain inventory for Alltel Wireless South Carolina Market
Create spreadsheets and reports detailing inventory usage trends
Request inventory from NANPA or Neustar as needed
Assure that all new inventory is communicated to all internal and
external organizations
Testing and set up of all new phone number inventory
Utilize Remedy to respond to trouble reports and issue tickets
Use the LERG to maintain correct data for Alltel inventory
Assist Sales and Marketing with determining where the Alltel footprint
should expand
Prepare weekly, monthly and quarterly reports to detect trends and
problems
Global Crossing/Frontier Communication Services
Jan 1995-Mar 2002
Sales Engineer Multinational Accounts Division
Charlotte, NC
Sales Presentations
Technical Support for Sales and Marketing
ATM, Voice, Frame Relay, IP, VPN, Toll Free, Sonet, VoIP, DWDM
Design and Implementation of Voice and Data networks
Customer Service
Assist Customers, Vendors, LEC and Network Operations with new
installations and repair
Project Management
Training
Global Crossing/Frontier Communication Services
Team Leader Global /Carrier/After Hours/ Toll Free Helpdesk Team Southfield, MI
Network Operations
May 1999-December 2000
Technical Customer Support for Fortune 1000 customers.
Training, hiring, disciplinary actions
Issue and resolve trouble tickets
Customer escalations
Coordinate and oversee daily operations
Project management
24x7 Call Center Environment
Global Crossing/Frontier Communication Services
Team Leader Revenue Protection/ Credit & Collections
Southfield, MI
May 1997-May 1999
Monitoring network for unusually high usage or abnormal calling patterns
in a 24 x 7 center
Contact impacted customers to verify usage and minimize problem
situations
Gathering historical data to detect trends in abuse
Coordinate and oversee daily operations
Assist with all hiring and disciplinary decisions
Developed process for locating fraudulent activity in progress using Dex
600e interface
Responsible for all departmental training
Determine deposit amounts for “At Risk” accounts
Approve Credit Request
Respond to warrants and subpoenas
Helped design new automated system for detecting fraud
Project Management
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