Sales Customer Service
Resume:
RESUME
Laura J. Lucas
** ** **** *****, ******* Beach, Florida 33064
Mobile: 954-***-**** Email: ***********@*******.*** Career Summary: Over twenty years’ experience in telecom sales and service and billing in a customer service in a high volume call center environment for residential and business accounts meeting required quotas. Additionally experience includes ten years training new hires, help desk and first and second level technical support. KPI metrics-sales opportunities and growth, sales per representative, SLA, call resolution and average hold time and customer satisfaction. Possess solid computer skills - Proficient computer skills Microsoft Office (Word, Excel, Outlook, and Access) plus organizational and multitasking skill. Willing to relocate and travel 80% of the time.
Work History
IT Consultant and Support 2008-2015
Volunteer-per-diem IT Consultant for first and second level business support for two business: Visions-U-Haul in Delray Beach, Florida and Lamar Construction Company in Ft. Lauderdale, Florida.
Network configuration and computer troubleshooting desktop and software issues.
Assisted company with projects regarding database management.
Primary full-time Caregiver for parent managing daily needs during this time period. TEK SYSTEMS (On-Site), Boca Raton, Florida 1999-2007 IT Contractor-TYCO Corporation (formally Sensormatic Corporation)
Supported first and second level desktop applications for field sales reps, office and management employees for desktop applications such as and hardware issues.
Created remote access log-in accounts for field employees and staff employees that traveled domestically and internationally
Quickly and effectively resolved technical issues for employees via remote access.
Administration of UUNet AAA Radius switches for over 1400+remote access users.
Deployment of laptops and software to field users.
Daily management and monitoring of Nortel Network Connectivity Extranet Switches.
Documented and maintained all technical solutions and updates of corporate policy.
Experience database management importing and bulk loading CVS-comma-delimited text files
Performed duties as Help Desk Agent level one and level two desktop support.
Provided end-user training and documenting customer service procedures for all new call center agents.
Project Management gathering all LAN, data, and network configurations for internal moves, additions or upgrades, and changes and remote access creation and rollouts.
Coordinating, planning and scheduling laptop deployment for remote access for field and Sales staff.
Ensure all paperwork (Inc. electronic) is completed correctly, in full and on time.
Working knowledge of internet protocols, VOIP and wireless service.
Managed client issues to acceptable conclusions and within designated time frames BROWARD COUNTY SCHOOL BOARD, Ft. Lauderdale, Florida 1992-1999 Substitute-Interim Teacher
Primary responsibilities included instructor led formal classroom instruction.
Common Core State Standards (ELA and Math).
Developing skills and coaching students (average 30 students) on various subject matters.
Leading class utilizing lesson plans and curriculum and maintaining state required records.
Measured and development of students, course development and evaluation.
Administered Testing (IRI Assessment Test Deerfield Park Elementary School and Forest Glen Middle School).
Full-time assignments: Third grade class, Middle School Science and Peer Counseling. BELLSOUTH CORPORATION (currently AT&T), Ft. Lauderdale, Florida 1979-1999 Sales Representative
In-bound consultative sale and service of basic dial tone service for residential, business small to mid-size, and major accounts products and services in a high volume call center.
Met and exceeded sales quotes and required metrics for residential and business customers.
Assisted customers with billing inquires and collections.
Position required making minute-to-minute decisions to ensure customer satisfaction in Automated Call Center and multitasking.
Responsible for administrative multi-task support activities so work is completed in a timely matter.
Help support for technical service interaction.
Analysis and correction of customer line charges and services for both residential and business accounts
Audited and corrected codes and adjusted bills and computer records.
Supervisory skills include support and training and development of new sales representatives training facilitation and curriculum, maintaining payroll and reports.
Position required making minute-to-minute decisions to ensure customer satisfaction in Automated Call Center.
Responsible for administrative multi-task support activities so work is completed in a timely matter.
Analysis and correction of customer line charges and services for both residential and business accounts correcting USOC’s and adjusting bills and computer records. Corporate Communications Assistant
Company liaison for major account, worked with sales team for BellSouth’s major corporate customers.
Teamed with sales and billing as the point of contact responsible for the account planning and execution necessary to achieve the customer satisfaction, revenue, and strategic goals of the company.
Managed a portfolio of existing corporate clients.
Ensured sales targets are being met and exceeded.
Generated new business sales from existing clients ensuring the best interest of client is in mind at all times.
Additional positions Repair Clerk, Engineering Clark and Quality Assurance Representative worked on project that included correction of billing for residential and commercial accounts (small and medium-sized).
Bachelor of Science- Nova Southern University. Ft. Lauderdale, FL - Graduated June 1992 Business Administration-Management
Additional Skills
MS Office–Applied knowledge and intermediate skills in windows applications such as Word, Excel, PowerPoint, Outlook and Access, advance skills with Adobe Reader, Adobe Writer, CRT, typing 55 wpm; facsimile machine, additional office automation skills References Furnished Upon Request
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