Customer Service Representative
Resume:
Barbara Suber
Telecommunication Analyst
***** *** ***** - **********, ** 20623
*.*.*****@*******.*** - 301-***-****
WORK EXPERIENCE
Telecommunication Analyst
GAO General Accounting Office - Washington, DC - November 2001 to June 2013
*Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
*Consistently met deadlines and requirements for all production work orders.
*Developed work-flow charts and diagrams to ensure production team compliance with client deadlines.
*Established and maintained positive relationships with the customers.
*Interfaced and analyzed with internal customers to resolve issue/concerns.
*Entered Service into Powertel, Service@Once and Heat systems.
*Issued local and international wireless equipment to internal and external customers.
*Reviewed and analyzed all customer requests and inquires related to moves, adds or changes to their
telephone or voice mail service.
*Provided technical assistance and technical recommendations to customers who desire to make changes to
their existing telephone or voice mail service.
Trainer
AT&T Government Markets - Oakton, VA - January 1996 to December 1999
*Trained all Service Representatives and Managers on Company Systems, Software and Policy and
Procedures.
*Performed as the SME (Subject Matter Expert) throughout the department.
*Reviewed daily metrics of Service Representatives to evaluated performance and provided feedback reports
to Managers.
*Introduced special outreach programs to department chair in effort to increase institution's interest in
community service.
*Assessed training needs through side by side monitoring, surveys, interviews with employees, focus groups
and consultation with managers.
*Assisted in the deployment of all new training initiatives.
Customer Service Representative
AT&T Government Markets - Oakton, VA - January 1992 to December 1995
*Responsible for billing and collections of government special accounts.
*Investigated billing claims and disputes.
*Calculated and issued adjustments as needed.
*Reconciled billing and contract differences.
*Analyzed customers accounts and administered special billing arrangements.
Customer Service Rep/Trainer
Quality Control Administratior - March 1984 to December 1991
AT&T Federal Systems - Silver Spring, MD
*Formatted and prepared service orders for input into AT&T Data Systems.
*Investigated and resolved order issues for both internal and external customers.
*Quoted prices, account balances, and rates to present and potential customers.
*Instructed Service Order Administrators in writing procedures of intrastate interlata orders.
*Reviewed and corrected all orders before release into data system.
*Trained all new hire and incumbent representatives on new polices and procedures.
EDUCATION
Business Administration
University of Phoenix - Washington, DC
SKILLS
Microsoft Office 2013, Powertel, Service@Once, VOIP, PBX
ADDITIONAL INFORMATION
SKILLS
*Quick learner
*Strong client relations
*Creative problem solver
*Team player
*Exceptional communication skills
*Skilled trainer
*MS Office proficient
*Excellent time management skills
*Exceptional telephone etiquette
*Customer-focused
*Process improve[ment specialist
*Adherence to high customer service standards
*Project Management
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