Customer Service High School

Brenda Adams 704-***-****

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

Professional Profile

• Professional with over 15 years a customer support specialist with proven strong oral and

written communication skills across all organizational levels and proven leadership

capability.

• Ability to implement decisions and set effective priorities to accomplish immediate and

long term goals meeting dead line and ensuring productivity defines.

• Excellent written and Verbal communication skills (strength able to develop user

documentation and deliver hands-on training with ease)

• Expertise in tracking, monitoring projects, changes, and enhancements.

• Able to work with stakeholders to produce the best solutions for particular business

partners

• Expertise as troubleshooter and developing documentation procedures.

• Technical Skills: Administrative, Office Management, Clerical, Detailed Oriented, Customer

Service-Help Desk, Customer Service Records, T1, Circuits, Pots lines, Local Exchange Carrier,

Fees, Tangoe-bill payor, Invoicing, Billing, Telephone line & Equipment Provisioning,

Supervision/Leadership, Data Entry, Confidential, Training Expertise, Customer Service, People

Soft, Telecom/Telecommunications, Cisco Call Manager 7.0, Norstar, Comdial, Technologies,

Network Administration, Blackberry, WebFocus, Visio, PPM-Project Portfolio Management,

Microsoft Outlook, Microsoft Excel, Microsoft Word, Peregrine, Wireless

Professional Experience: Delhaize America (formerly known as Food Lion) Salisbury, NC 2003-

2013 Telecommunications Technician/Network Administrator -provided support for users with

telephone related problems. Assisted in the resolution of application, hardware and software problems.

Negotiated and researched the telephone vendor maintenance, equipment, and the pricing for the

telephone equipment used in our stores. Used customized budgeting tools for tracking service repairs and

equipment inventory. Responsible for accounts receivable and collections processing.

• Responsible for Tier 1, circuits, and pots line software and hardware support. Diagnosed and

resolved internal customer technical issues using documented procedures and checklists in the

performance of most responsibilities. Escalated problems to a higher level technical support

professionals when necessary.

• Did provisioning for grand opening stores-ordered T1 circuits, worked with various telecom

carriers-Windstream, Centurylink, Sprint, AT&T, Verizon, Frontier, etc. for due dates, fees, set up.

Also worked with bill payor-Tangoe to view Customer Service Records. (CSR)

• Gained and developed specialized knowledge skills in own area. Applied skills to a range of

activities, acts as a technical resource to others in own area.

• Understands client needs and identifies solutions to nonstandard requests. Solved moderately

complex problems. Managed own time to meet team and company goals/objectives.

• Developed competence by investing, answering, and resolving routine issues regarding

operations, including administration, installations, set up, error messages, online transactions,

system status, and downtime procedures. Proficient in basic knowledge of distribution centers.

• Proactively managed and held accountable first level help desk to ensure tickets/issues were

being researched by level one before passing to level two. Worked as part of on call rotation

• Experience with wireless communications-Provisioning-set up, fees-Blackberries, Cell phones,

pagers.

Information Technology Administrative Support 2002-2003: Organized and scheduled IT Managers

schedule/calendars. Ordered hotel and flight accommodations for Managers. Scheduled meeting rooms,

Developed written memos and distributed mail. Ordered office supplies, Kept conference rooms clean

and stocked with necessary meeting essentials. Scheduled IT equipment loaners, Worked call center

help desk

First Level Food Lion Store Support (Call Center Type Format) 2001-2002: Answered and resolved

various type Food Lion store issues before sending to second level. Diagnosed and resolved problems

using documented procedures and checklist.

• Escalated problems to higher technical support professional. Assisted in resolution of application

hardware and software issues and various other issues.

Customer Service Department Team Leader: Call center help desk- Supervised about 12-15

associates. Researched customer request, issues, and became proficient in responding to the customers

by phone as well basic generic general form letters.

• Developed great working relationships with other department areas of the organization for

appropriate information. Communicated and forwarded customer call correspondence to upper

management/ District Managers in the field for responses to the customer.

Customer Service Manager 1989-1996: Responsible for cash management, sustained records,

maintained a strict cash flow, bank deposits, over/short on individual registers, safe accuracy. Reconciled

cash deposits accounts from store transactions. Researched cash issues as well as bank deposit errors.

• Managed front-end for customer service, Trained and supervised cash office associates/other

employees using videos and other training tools. Worked with effective schedule application.

Analyzed staffing guidelines to access work force needs. Assisted in scheduling personnel.

Knowledgeable of labor laws etc.

• Monitored customer service levels at all registers to avoid long wait times at check out.

• Updated sales information on IBM PC and uploaded to corporate office each week.

• Assisted Store Department Managers by entering inventory counts in the inventory tool on the in-

store computer for the departments. Checked vendor counts on delivered products for accuracy,

wrote checks for the beer/wine vendor deliveries. Worked in other departments in the store as

needed, including deli, Health and Beauty Aids stocking.

• Helped maintain MVP tags on shelves for pricing accuracy.

Education: Graduate of East Rowan High School, Salisbury, NC. High School Diploma

Community Activities: Meals on Wheels Driver, Sign Language Certification, Big Sister Program,

Mentor at my Church, Video Ministry, Fundraising

Causes: Children, Civil Rights and Social Actions, Economic Empowerment

Interest: Photography, Videography, Movies, Reading, Sewing

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