Customer Service Representative

DONNA KAY ROY

***********@*****.***

*** ******** *** ***********, ** 75116 . 972-***-****

PROFESSIONAL PROFILE

Experienced telecommunications project manager and customer service

professional.

SUMMARY OF QUALIFICATIONS

. Proven knowledge of the telecommunications industry

. Strong problem solving ability that ...excellent customer service skills

. Proven project manager with the ability to manage multiple task and meet

deadlines

. Strong documentation skills that allows me the ability to develop

valuable business support materials

WORK HISTORY

Ivy Design Group, Co- Owner 2005 -

present

Project Management Company run by sisters that organizes local events and

special projects based on client needs. Projects include corporate and

individual event planning, short term personal assistant and special

projects as needed.

General Electric, Customer Service Representative 2007-

2008

Provided comprehensive customer support to customer and sales associates

for JC Penney. Developed documentation to support policies and procedures

for the account.

SOUTHWESTERN BELL TELLEPHONE (AT&T) 1984-2005

Access Manager, Industry Markets 2002-2005

Assisted Competitive Local Exchange Carriers (CLECs) with business

processes and rules for pre-ordering and ordering transactions by

interpreting Local Service Order Requirements and Electronic Service Order

Guide issues. Developed reference documentation to support procedures.

M&P Writer, Industry Markets 1999-2002

Researched, developed and supported the methods and procedures necessary to

introduce new products and services or enhancements to existing products

and services to the Local Service Center. Provided product support to

project teams. Served as the project lead for Resale products by

introducing new methods and procedures to the Management team in Local

Service Center.

Lead Service Representative, Commercial Sales 1995-

1999

Resolved customer complaints, improved collections on customer accounts,

and negotiated adjustments to accounts per applicable tariffs.

. Top sales performer month over month as a result of sales techniques

. Frequent recipient of "Fortune 500", Victory Circle" and Director's

Club" awards

. Recipient of "President's Circle" award

Service Representative, Business Billing 1989-

1995

Consistently met monthly sales quota by handling incoming/outgoing

collection calls, discussed customer billing inquiries, and made

adjustments. Served as lead service representative and controlled escalated

customer calls.

Service Representative, Residential Sales, 1984-1989

Handled incoming/outgoing calls, assisted customers with orders, discussed

features, and made outgoing sales calls. Exceeded monthly sales quota.

EDUCATION, TRAINING, AND LEADERSHIP

Bachelor of Business Administration, North Texas State University, Denton,

TX

Masters in Health Administration, University of Phoenix, Dallas, TX

Masters in Health Care Administration, Strayer University, Dallas, TX

Project Management Certificate University of Texas Dallas

Volunteer for Junior Achievement of Dallas at the High School for Expecting

Mothers

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