Customer Service Sales Representative

Kacie K. Lane *** McKinley Loop, McDonough, GA ***53

678-***-**** Home

Summary

Over 19+ years specializing in Telecommunication/Wireless in enterprise and

local government market sectors, including implementing and maintain a

variety of solutions, troubleshooting, and results driven. Strong attention

to detail and outstanding interpersonal skills, both written and verbal.

An accurate, goal oriented and organized individual who is eager to learn

and share knowledge with peers. Known for owning all aspects of tasks set

and driving assignments through to completion operating in a fast-paced

environment where new priorities are constantly shifting. . Encourages and

motivates team members and communicates effectively with both technical and

non-technical employees.

Dekalb County Information Systems-April 2004-Present

Telecommunication Engineer

Responsible for managing the Telephony Network for over 7,500+ Dekalb

County end-users. Prepare call accounting reports and analyze wireless and

land lines telephone bills for the county, order trunks for the lines that

are outside of the Dekalb County switches. Monitor traffic on the current

trunks to make sure that they are in use. Assist with preparation of

telephone system budget request, preparation of bid specifications and

request for proposals. Supervise projects to make sure that all the telecom

equipment is ordered and in place prior to the departments relocations or

changes. Work closely with Deputy Director to provide weekly status reports

on service quality matrixes. Negotiate vendor procurement and pricing

contracts. Analyzes equipment maintenance reports and work orders. Track

major and chronic equipment problems to recommend and implement

resolutions. Program wireless communication devices such as: Blackberry,

Android mobile, IPhones, IPads and Android Tablets. Setup and support S87xx

& S8500 Media Servers, G250, G450, G350 & G700 Media Gateways, Intuity

Audix, Octel voicemail systems, and Avaya CMS R13. Oversees telephone &

voice processing administration for service changes, moves and addition of

new personnel; train telecommunication specialist on advanced PBX

administration and oversee software updates and changes. Also train

departments on the new upgraded Modular Messaging systems for the county

network

AT&T Broadband/Comcast Norcross, GA 1997 - April-2003

Lead Technician-Customer Advocacy Group

Responsible for direct support of the Customer Advocacy Group for pre-

provisioning Telephony work orders to ensure on time delivery of quality

service. Troubles shoot and resolve customer escalations for Telephony,

High Speed Data and Video Services. Produce daily, weekly and monthly

reports to track trouble reports and resolution. Also worked with Bellsouth

for local number portability between companies; using the LNP/SMS system as

well as the NPAC database CAG activities.

Reduced customer escalations by 70%, over a 36 month period.

Setup and support S87xx & S8500 Media Servers, G250, G450, G350 & G700

Media Gateways, Intuity Audix, Octel voicemail systems, and Avaya CMS R13.

AT&T Broadband Norcross, GA 1996-1997

Customer Service Specialist

Provided pre-install and post-install support and provisioning requirements

of AT&T Broadband telephony and cable services. Acted as a liaison between

AT&T broadband and third party vendors.

Instrumental in the launch of AT&T Broadband Telephony Service.

Wholesale Warehouse College Park, GA 1991-1995

Store Manager

Responsibilities included, managing store operations, shipping and

receiving merchandise, Overseeing the hiring time scheduling, coaching,

training a team of 25 associates. Store continually exceeded the sales

record over other "like size" locations by 70%

Illinois Bell Harvey,IL 1987-1991

Senior Sales Representative

Sold and processed equipment and line service orders to Illinois Bell

Customers.

Conducted toll investigations to collect outstanding invoices and resolve

billing issues.

Responsible for individual sales and quota on sale promotion items.

Consistently met and surpassed sales objectives

Education 1985-1987 Vincennes University Vincennes, IN

Major Concentration in Business

Minor Concentration in Human Resource Development.

Soft Skills

Proficient in CSG ACSR, ICOMS, Remedy, EDI AS 400, BellSouth LENS,

Microsoft Word, Excel, PowerPoint, Adobe PageMaker and other communications

software. VOIP Certification

References available upon request.

Contact this candidate