Customer Service Sales

Lauren Ross

404-***-**** ******@******.*******.***

Education

Spelman College – Atlanta, GA

B.A Political Science

Graduation: May 2016

Cumulative/Major GPA – 3.3/3.5

Honor Roll: Spring 2014/Fall 2015

Summary

Skilled at extracting large amounts of data and performing analysis and high reasoning

Ability to make key recommendations and provide resolutions based off analytical discoveries

Experience

AT&T Inc., Atlanta, GA Customer Advocacy Manager Feb 2015 - Current

oInitiates support for AT&T Managed Customers

oSupervises customer support tickets and delegations for escalated issues with customers

oServes as a primary point of contact for escalations and resolutions with internal support on matters concerning service complications

oPerforms analysis on trouble tickets and generates resolution for customer discrepancies

oReports statuses and resolution to customers in a timely manner.

oReduces long duration tickets

oProduces key recommendations to help improve company’s mean time to repair service

Summer Intern

oEnhanced support for AT&T Global Provisioning Center May 2013 - Aug 2014

oExtracted large amounts of data and created reports based on analysis

oEvaluated performance for local exchange carriers to enhance on time performance

oApplied solutions to orders associated service timing to ensure customer’s service was on time

oPerformed analysis on customer’s problem and developed standardized solution

Atlanta Falcons, Atlanta, GA Retail Sales Associate Oct. 2014 - Current

oHandles financial transactions

oResponsible for keeping track of store sales

oAssists customers in selecting merchandise

oMaintains store’s appearance by ensuring shelves are stocked and organized

oExemplifies exceptional customer service

Spelman College, Atlanta GA Resident Advisor Aug 2013 - March 2015

oSupervised three resident halls

oExecuted administrative duties throughout residential life

oResponds to emergencies and daily incidents that occurs in residence halls

oActed as Clergy Agent under Federal Legislation

oCoordinate community service activities in surrounding Atlanta neighborhoods

Accomplishments

oAT&T- Improved AT&T Global Business Assurance by reducing average time to repair service by 14%

oAT&T- Engaged in 41% of the total volume of tickets

oAT&T- Provided key recommendations that helped improve the AT&T’s customer satisfaction.

Activities

Founder/Volunteer, Makeup Mob (Current); Member Phi Alpha Delta, Law Fraternity (Current); Co-Publicity Chair, Spelman Pre-Law Society (2014); Volunteer, Simmons Law Firm LLC (2014); Representative, Community Leadership Council (Fall 2013)

Skills

Certification: Six Sigma Project Management Certification

Technical: Microsoft Word, Excel, PowerPoint, Publisher, and Adobe Reader

Contact this candidate