Customer Service Manager

• E-mail: ************@*****.***

Phone 408-***-****

Cantel a. Brown

Professional Profile

Take on critical projects and complete them on time while leveraging opportunity to drive positive

outcomes for company and clients. Reputation for being action oriented, driving timely decisions,

learning agility and being a team player.

•

Skills

• • Problem Solving

Typing 50 WPM

• • Time Management Abilities

Word, Excel, Outlook, PowerPoint

• • Working Well Under Pressure

Flexibility/Adaptability

• •

Communication Skills

Experience

10/2013 – 01/2014 Public Defender Office San Jose, CA

Paralegal Internship

• Case Preparation for Hearing • Assisting in Court – Case Review

• Summarizing Transcripts and Crime Hearing

Scene Videos • Calendaring

• Research and Writing • Client In Take

• Memorandums • Court Filing

• Drafting Investigation Request

• Organizing Trial Binders

2/2010 4/2012 NTT America San Jose, CA

Service Manager – Operations and Customer Care

• Responsible for operations management of services and support for selected major NTTA

accounts.

• Provide performance analysis and network consultation via regular client meetings (Weekly

and Monthly service reviews and Quarterly face to face meeting).

• Generate standard performance reports, traffic reports and trouble ticket reports.

• Interface with LCF and NOC to resolve customer outages, packet loss, etc in a timely manner.

• Resolve Billing / Credit issues in a timely manner.

• Monitor customer Service Lease Agreement performances.

• Liaisons with all division in NTT to ensure customer expectations are met.

• Analyze existing fault management process, service review documentation and create a

practical short term action plan to implement improvements.

8/2007 2/2010 NTT America San Jose, CA

Assistant Manager Network Circuit Provisioner

• Responsible for circuit order issuance to support an international telecommunications network.

• Responsible for timely implementation of all supported products

• Implementation support includes the coordination of the installation of facility, to customer

acceptance and maintenance hand off.

• Responsibilities include implementation of an order, carrier management to ensure that

industry standards for all milestones are met.

• Organization of NTTA staff to ensure acceptance and testing of facilities, as well as, customer

technical coordination for testing and acceptance.

2/2002 12/2006 McLeodUSA Tulsa, OK

Data Network Provisioning Coordinator and Circuit Install Tech II

• Responsible for training new provisioners and circuit installers, ordering access and

participate in the coordination of installation dates.

• Approve technical information received in sales orders, and consult with customer and sales

when adjustments to technical information are required

• Develop technical specifications and design customer and internal digital and analog circuits.

• Defined customer requirements, determine engineering and assistance to network design,

sales, provisioning coordinator, network maintenance, and field operations and design, testing

and trouble solution.

Military

United States Air Force Tinker AFB, OK

Medical Technician

Education

Heald College, Milpitas, CA

Associate of Arts, Legal (expected graduation July 2014)

Heald College Milpitas, CA

Associate Applied Science Degree

Bennett College Greensboro, NC

Mass Communication (continuing studies)

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