Customer Service Management
Resume:
Point Circle, Louisville, KY *****
Oresa Reed ********@*******.***
Page One
Objective: Seeking a challenging position that utilizes my Telecommunications and Customer
service skills. I am a highly motivated problem solver and process excellent decision making
skills. I desire working for a company which views my dedication, hard work, and loyalty as an
asset to their organization and seek a long term career opportunity.
Summary: I have 10+ years of experience, including as a Provisioning Support Specialist in
industries including Telecommunications and Management.
My skills and experiences include: Neustar's systems (Salesforce, ESR) Multiple GUI's MS Word,
Excel, PowerPoint, Outlook, Siebel, Lotus Notes.
Professional Experience
Provisioning Support Specialist
Neustar, Inc. Louisville, KY
August 2012 to January 2014
* Issued, received and processed Local Service Requests (LSR) for Local Number
Portability.Tracked and managed orders placed within various systems to ensure critical dates are
met. Ensured that accurate data attributes are present on all orders.Issue,
* Provided timely support by responding to customer/vendor questions, problems and
provisioning requests via phone, e-mail, and on-line interaction with NPAC user community.
Worked daily help and resolve LEC (local exchange carrier) porting issues for the end user.
* Created and distributed daily customer activation reports to Peerless, Bandwith, Telcove,
PacTec.
* Relocated to assist with the 2012 launch of Comcast order processing for Directory Listings.
* Activated, Disconnected and Modified NPAC/SOA subscriptions.
* Escalated orders to vendor management and TNS management in a timely manner to ensure
internal SLA's (Service Level Agreement) were met.
* Provided consistent updates to internal/external customers to team members and management
concerning all provisioning requests and projects.
Call Center Supervisor
Vangent Inc. Chicago, IL
January 2010 to June 2012
*Supervised, developed, and coached 17-25 Customer Service Representatives to assure
productivity, quality, attendance and required work are completed as required.
* Handled and supervised CMS Centers for Medicaid and Medicare claims and inquiries for new
and existing recipients. Recruited personnel for new hires. Managed relationships with clients to
reduce the occurrence of problems and to quickly resolve any problem. Developed and verified
reports on timekeeping, production or other data in a timely manner and as required. Maintained
required department records. Administered performance management by diagnosing
improvement opportunities, provided effective feedback, coaching, training professional
development and corrective action plans. Reviewed call center statistics to measure staff
performance on a day-to-day basis. addressing both positive and negative performance.
Point Circle, Louisville, KY 40243
Oresa Reed ********@*******.***
Page Two
Passport Supervisor
Chicago Passport Agency Chicago, IL
September 2009 to November 2009
* Managed 20 agents achieve production expectations for timely issuance of Passports. Secured
and protected sensitive but unclassified information. Mail open and Document Preparation.
Prioritized applications by creating appropriate batches for routed and expedited
applications. Prepared applications for scanned and processed through TDIS-PD
system.Electronically rescanned questionable photo images for passport acceptability.
Documented and managed performance, attendance or conduct issues. Planned, directed, and
coordinated the daily activities of mail open, image capture (scanning), image review, data entry,
book-print, quality control, and PRISM (passport record scanning) for Passport
production. Supervised customer service functions such as searches, re-writes, re-issues, and re-
mails. Verified adherence to all department and agency security regulations and internal controls.
Processed weekly payroll completion for staff.
Call Center Supervisor
Vangent Inc. Chicago, IL
September 2008 to January 2009
* Provided departmental leadership for 17-25 customer service representatives. Handled and
supervised (CMS) Centers for Medicaid and Medicare claims and inquiries for new and existed
recipients. Identified and recruited personnel for individual responsibilities during low call volume
time frames. Conducted one on one meeting, team meetings and coached and counseled
sessions when needed. Assisted team and customers with escalated manager concerns.
Managed relationships with clients to reduce the occurrence of problems and to quickly resolve
any problems. Developed and verified reports on timekeeping. Provided daily communications
with client specific to operational execution and key business initiatives related to Customer
Services staff. Secured and protected sensitive information pertained to Centers for Medicaid and
Medicare regulations.
Directory Listings Specialist/Customer Care Supervisor
Level 3 Communications, Chicago, IL
November 1998 to April 2008
* Trained and developed new hires on office procedures, benefits, directly supervising day-to-day
activities.
* Monitored work flow thru completion to ensure orders are processed within the guidelines.
Served as Management Escalation Point of Contact for your team to resolve order processing
issues with ILEC and internal support teams by following the escalation guidelines. Provided
timely evaluation and training needs assessments of all representatives. Handled local number
portability (LNP) and TN ordering.
* Responsible for the daily submission of Directory Listings and 911 Information to the various
Directory Vendors for the processing of listings.Responded and updated for daily follow-up, email
responses, queue management of status, FOCs, order supplements, and completion notices.
Expertise in provisioning all directory types LEX, WISE, Verizon GUI, LENS, WISOR and NPAC.
* Responsible for Business DA Directory Listing order complete notifications and customer
validations.Responsible for tracking all Business DA fulfillment transactions to completion
including Directory Listing, E911, CNAM, LIDB. Monitored, responded, and completed requests
that are received in directory mailboxes.
* Performed first level carrier to carrier escalations for directory processing and issues.Processed
ASR and/or LSR circuit requests for T1s, BRIs, PRIs trunking and POTS.
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