Customer Service Management

VICKYE ARTERBERRY TERRY

**** ****** ***** ********, ** 30058

************@*****.*** PHONE 678-***-**** CELL 404-***-****

-LEADER IN COMMUNICATIONS SERVICE PROVIDER (CSP) SUPPORT-

Motivated professional with a strong career history of supporting (Operating Support System) OSS/BSS (Business Support System) related services for Communications Service Providers. Proven leader with exemplary presentation and communication abilities. Demonstrated skill in various phases of software development life-cycle, billing software implementations, all phases of training development and delivery, and post implementation support.

-AREAS OF EXPERTISE-

Business Process Analysis Applications Implementations Testing

Conversions Client Advocate Team Leadership

Cable and Telephone Billing Software Training/Development Presentations

Post-Sale Support ICOMS (Netcracker) CRM WMS ERP Software Solutions

-SKILLS-

SQL Microsoft Office Word Excel PowerPoint Troubleshooting Customer Operations (Call Center/Care/Account Management) Field Operations (Provisioning/Dispatch/Warehouse/Equipment Inventory) Business Analysis Voice/Video/Data Operations Quality Assurance Team Building

Technical Support Software Support Help Desk Support Program Management Business Process

Ability to listen first and then respond, often explaining and translating technical solutions to non-technical users

Innate desire to continually learn and grow, as well eagerly share knowledge

Collaborative and team-oriented spirit

The ability to focus and organize work effectively in a high-energy, dynamic environment

Exemplary customer service and interpersonal skills

-EXPERIENCE-

LS TECHNOLOGY SERVICES, INC., Roswell, GA 2015-2016

Quality Assurance Specialist – Billing Rate Increase

Ran SQLs for accuracy in rates, campaigns and packages. (Time Warner Cable)

Ensured that quality standards are met and propose immediate action plans when they are not.

NETCRACKER, Sandy Springs, GA 2011-2015

Sr. Software/Client Support Analyst/Specialist/Client Advocate

Helped improve user efficiency by responding promptly to system user queries relating to processes, functionality, data flow, and provided technical advice to end users.

QA tested development and product enhancements, bug fix versions, and new application software. Verified application logic and reliability of results.

Provided all 1st and 2nd level application support and resolution management.

Liaised with Production Management and Development teams regarding the progress of problems assigned. Gathering system requirements.

Worked closely with the developers of applications to advise concerning changes on system-levels.

Reviewed system logs, identifying errors and their root causes, and collaborated with application analysts to rectify problem.

Documented new processes and provided on-site training for end users.

Liaison between the client (Vast/Clarity Communications) and Netcracker for daily operations and monitoring of reported software issues to provide acknowledgement and timely resolutions.

LS TECHNOLOGY SERVICES, INC., Roswell, GA 2000-2012

Senior Consultant/Implementation Specialist/Business Analyst/Training Consultant

Provided leadership to ICOMS billing system teams performing applications specialist functions, business process analysis, training development and delivery, client support, testing, conversion support, and other functions.

Personally provided billing system support services including:

Customer Service

Dispatch

Scheduling and Routing

Equipment Maintenance/Inventory

House Maintenance

Payments and Adjustments (Front Desk)

Collections

Technical Operations Center (Outages)

Marketing and Campaigns

Operations and Reports

System Parameters

Control File

-BUSINESS PARTNERS-

Convergys, Corp./NetCracker

RCN Communications

Insight Communications

Cox Communications

Suddenlink Communications

Time Warner Cable

Comcast Communications

Charter Communications

Brighthouse Networks

Vast(Clarity) Communications

AT&T

Wave Broadband

COX Communications, San Diego, CA 1992-2000

Customer Care Lead

Provided leadership to customer-focused teams; instilled a shared, enthusiastic commitment to customer service as a key driver of company goal attainment with a proven ability to motivate employees to achieve optimum performance levels.

Directed the daily operations of the customer service team providing help, guidance, support and assistance on a day-to-day basis as necessary.

Accomplished human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Handled complaints and queries (from customers and staff).

Consulted senior management and trainers in generating effective learning and development strategies.

Assisted in the training of new customer service representatives and associates.

Formulated and implemented customer service policies and procedures.

Customer Service/Support

EDUCATION:

Palomar College, Escondido CA

Total Quality Management

Southwestern College, San Diego CA

Certified Computer Repair Technician

CERTIFICATIONS:

City of Oceanside, CA

Leadership and Cross-Cultural Diversity

Lynda.com Certificates:

Time Management Fundamentals

Business Analysis Fundamentals

Project Management Fundamentals

Managing Project Ethics

Requirement Elicitation: Interviews

Career Academy Certificates:

Looking Glass – Introduction to Project Management (PM101)

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