Customer Service Representative

Katherine Taylor

St. Louis, MO

********@*****.*** - 314-***-****

WORK EXPERIENCE

IT Service Management Specialist / Information Technology Operations

AT&T - St. Louis, MO - November 1999 to September 2012

During my tenure at AT&T Corporation, I have performed client end support for Competitive Local Exchange

Carriers (CLECs) by providing technical analysis, troubleshooting and performance enhancing software.

I have performed as an Assistant Trainer which encompasses all aspects of the helpdesk function from

developing documentation to conducting meetings about methods and procedures. Possess excellent written

and verbal communication skills. Energetic, dependable, trainable, self-motivated, team member with excellent

interpersonal skills. Plus willing to go the extra mile to provide timely delivery of strategic assignments.

IT Service Management Specialist / Information Technology Operations

• Managed and resolved issues with all CLEC Telecommunication in connectivity with standard and inventive

methods of troubleshooting by gathering, reviewing and analyzing client’s problem.

• Subject Matter Expert (SME) for the IT-CLEC Helpdesk as the Application Support. Administered current

documentation for the methods and procedures for internal applications (BOSS, SORD, CAFÉ, and other

applications), meeting deliverable goals, prioritizing department goals and communicating those to the

helpdesk.

• Assisted in semi-periodically training sessions with current employees on new methods and customer

behavioral control procedures.

• Managed on-call helpdesk support with CLEC OSS connectivity and applications issues with end user.

• Administered CLEC OSS connectivity and application issues by using the standard method of MPC

procedures for escalations which utilized internal Launchpad application.

• Managed the requesting, implementing and monitoring the internal miscellaneous id for external client by

using SBCLD (databases, TCR/Telegence, ISP and LSP500).

• Coordinated with different Team Leaders to complete assigned projects within the given deadline.

• Subject Matter Expert (SME) on several applications including SORD, AEMS, EXACT, and etc.

• Worked with and assisted developers and third party clients to determine application issues

System Administrator

ALERT STAFFING, St. Louis, MO - St. Louis, MO - November 1999 to August 2000

Southwestern Bell Telephone

• Establish account security for nationwide customers of Southwestern Bell Internet

Customer Service Representative II

CONVERSOURCE - Chesterfield, MO - February 1999 to November 1999

• Provided customer service and follow-up to commercial and industrial accounts nationwide.

• Received and placed orders for printing supplies and machinery.

• Performed accounts receivable functions; handled collections of delinquent accounts.

• Answered customer inquiries regarding order status.

• Contacted prospective customers to establish new accounts.

Customer Service Representative

CARR LANE MANUFACTURING COMPANY - St. Louis, MO - September 1995 to November 1999

• Serviced major commercial accounts, including Boeing and Chrysler. Received, entered and scheduled

phone orders for CAD/CAM CD-ROM software.

• Labelled and checked orders for accuracy; packaged, prepared and shipped orders.

• Processed customer returns and credited customer accounts.

• Answered customer inquiries regarding order status; resolved problems and traced orders as required.

• Maintained and updated customer account database.

• Controlled inventory to maintain accurate stock levels.

EDUCATION

Business Studies,,

St. Louis Community College at Meramec - St. Louis, MO

1999 to 2002

SKILLS

CAFÉ, CSOTS, EDI/CORBA, PMAP, ISDN Qual, DSLOA, AEMS, EXACT/BDS, MS Office

ADDITIONAL INFORMATION

Continuing Education Units

Microsoft Excel 2012, Microsoft Access 2012

2010 AT&T Dealing with Difficult People and Conflict Management

2013 Administering Microsoft SQL Server 2008 Databases

2013 Implementing a Microsoft SQL Server 2008

2013 ITIL Information Technology Infrastructure Library

2013 Cisco Interconnecting/Cisco Networking Devices II

2013 Project Management

2013 Microsoft PowerPoint 2012

2013 Microsoft Word 2012

Systems & Application Tools Knowledge Summary

Applications: CAFÉ, CSOTS, EDI/CORBA, PMAP, ISDN Qual, DSLOA, AEMS, EXACT/BDS, MS Office 2010

WINDOWS/UNIX

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