Customer Service Care

Location:

Richmond, TX

Salary:

17.00 hour

Posted:

July 19, 2016

Contact this candidate

Resume:

Gloria Ann Grissom

*** ********** **. • Richmond, TX 77406

Ph: 281-***-**** • Email: *********.*****@*****.***

SUMMARY:

Dedicated, results-oriented team player, eager to bring my sound customer care and provisioning expertise to a company with an opportunity to showcase these qualities. Assets include a heavily skilled Telecom background, strong customer service skills, while being highly organized and skilled in scheduling. Additional strengths include auditing and analyzing telecom information, provisioning orders to completion with a high rate of skill and knowledge, maintaining customer satisfaction and working hand in hand with telecom companies on telephones circuits and phone lines.

Professional Experience:

Tailored Brands- Houston, Texas

Telecom Analyst January 2009–March 2016

Documented and resolved voice/data orders or other requests

Managed needs for circuit and phone lines installs and disconnects and repairs for the Men’s Wearhouse, MW Tux, MW Cleaners, Moore’s, Joseph A. Banks, Joseph Abboud and Tux @ Macy’s.

Audited all phone lines and circuits for each of the Tailor Brand Stores regularly

Set up long distance and the dial plan VNET through Verizon VEC system

Monitored and managed all cutovers for local carrier changes

Maintained and documented budget needs for all Telecom Services

Maintained updates and status reports through company database

Worked closely and maintained relationships with vendors

Maintained installation schedules in tracking spreadsheets

Maintained relationship with carriers in order to troubleshoot and escalate issues to resolve and prevent delays on ports and circuit orders

Demonstrated a self-motivated and dedicated personality to overcome setbacks and ensure ultimate success

Managed orders placed in vendor portals

Regency Telecom- Houston, Texas

Business Analyst June 2006- July 2009

Discovered client business needs, qualified opportunities, and proposed appropriate products or services

Developed and maintained a high level of knowledge about products and services

Worked with internal departments to meet customer needs and maintain excellent customer and vendor relationships

Tested, analyzed, and resolved vendor technical difficulties on orders pending turn up

Ordered local phone lines through AT&T portal system for new customers

Dispatched and scheduled technicians on daily jobs.

Executed multi-line phone and equipment training for clients on Cisco Equipment

Coded and Paid vendor bills for services

Cold called potential new clients

Continually audited vendor invoicing and customer billing records to match services

Broadwing Communications– Houston, Texas

Customer Account Support November 2005 – June 2006

Handled customers effectively by identifying needs, quickly gaining trust, and resolving problems to maximize efficiency

Responsible for obtaining product knowledge in order to educate and maintain customer accounts effectively

Provided excellent customer service experience

Coordinated conversions from losing carriers to Broadwing

Audited phone records and obtained customer account needs

Performed regular billing audits

Maintained installation schedules and tracked customer outages

Tested and turned up new data and voice services

Focal Communications- Houston, Texas

Customer Care Manager March 2000- October 2005

Trained staff regarding policies, procedures, and corporate guidelines

Kept staff morale and productivity high

Provided good customer service and make ensure excellent client experience

Managed a team of 5 Customer Care Representatives, and 1 Receptionist

Retrieved and tracked orders for toll free numbers

Tracked and audited my teams workloads and performance

Managed budgets, projects, and employee schedules

Balanced the needs of my department to meet needs of the business

Organized technician schedules for installs and

Maintained correspondence and accurate reporting to provide management with updated information for client projects.

ChoiceCom Communications- Houston, Texas

Customer Care Manager February 1996- March 2000

Managed a team of 17 Provisioning Coordinators, Customer Care Representatives and 1 Receptionist

Scheduled vacations, sick leave, and customer onsite visits for my team of employees

Tracked and audited team workload and performance

Trained staff on provisioning and customer care skills required to perform effectively

Monitored technical skills and specifications on provisioning projects

Maintained, tracked, and reported on project installation schedules

Developed Power Point presentations, word documents, calendars, and excel spreadsheets that were successfully used for tracking and reporting on provisioning project installs

Audited Customer accounts for the specific needs

Additional Career experience:

SWBT-Southwestern Bell- ATT – Adgraphics Yellow Pages September 1987 – January 1996

Various Positions held

Education:

Waller High School

Waller, TX

References:

Jim Saulino

Conn’s

713-***-****

Beverly Martin