Customer Service/ Engineering/ logistics coordinator

Dorina DeShields

Cell: 678-***-**** email: ******.*********@*****.***

SKILLS

Project Administration • Process Improvement • Planning/Organization • Multitasking

Business Analysis • Document Preparation/Control • Reports/Data Entry • Oral/Written Communications

Customer Relations/Interpersonal • Attention to Detail • Self-motivated/Dependable

Microsoft Office Word, Excel, PowerPoint, Outlook, VISIO

EXPERIENCE

JoAnn, Associate (part-time) 2014 – Present

Retail Craft and Hobby Store

Executed a range of duties aimed at increasing sales and repeat business. Ex. Merchandising, maintain store appearance, open and close store activities, stock new inventory using planograms, create signage.

Framing Assistant - assist customer using best-in- frame practices to design, enter order, assemble and complete framing order, and redeem/close-out invoice in system at pick-up. Trained in preservation, canvas stretching, photo mounting, dry mounting, and shadow boxes (ex; professional jerseys sewn on mats for display). Back-up for all other store positions.

Customer service and cashier – resolving issues/queries, upsell, returns, special orders

Improved closing process increasing efficiency by 10%

Golden Scissors award recipient for outstanding customer service

Self-Employed 2006 - 2016

Personal Assistant – Provided an on-site-presence when clients are away from residence for extended periods.

Residence- Collected mail, signed for deliveries, and contacted appropriate people for emergencies such as water leak, storm damage, pet illness, etc..

Pets - Provided medicine, food/ water, walks, and companionship.

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LUCENT TECHNOLOGIES 1986 – 2005

Telecommunications Industry – Engineering, Services, Equipment, and Manufacturing (formally AT&T)

Project Administrator – Global Deployment Platform Team (GDPT) 2004 – 2005

Lucent Technologies

Documented and maintained project plan tracking the status of deployment teams’ projects and activities for applications and process improvements.

Reviewed enhancement requests from engineering business for validity, clarity and potential cost savings.

Led weekly status calls, planned/scheduled Business Unit meetings (agenda, travel, conference rooms, equipment, conference calls, meeting material, minutes, and published results to entire management team).

Documented process flow to depict life cycle of enhancement request.

Deployment Coordinator – Global Engineering Initiative Team 2003 – 2004

Lucent Technologies

Coordinated and managed User Acceptance Testing (UAT) and deployment for projects that resulted in a $31.9M net decrease in costs for Global Engineering. These projects consisted of over 180 new features across a suite of engineering tools that were broken into twelve releases.

Created “at-a-glance” check list and timeline for each development and deployment phase

Compiled and published deployment release notifications.

Functional Business Analyst – Process and Platform Center of Excellence 2002 - 2004

Lucent Technologies

Supported corporate goals to consolidate or decommission software applications.

Engineering Subject Matter Expert for decommissioning of Order Management System. Project realized $1.1M in savings.

Managed decommissioning of engineering software application in Poland saving $400K for Engineering Organization

Created SOW, business requirements, process flows

Partnered with European engineering consultants to create Business Requirements for decommissioning engineering software application generating $600K in estimated savings.

Designed and created the new customer, installation and user documentation.

Services Architect – Service Provider Network Platform 1995 - 2001

Lucent Technologies

Supported development and deployment of a new software application for configuring Telecom equipment in customers’ offices. Managed the development and deployment of a new application that allowed faster resolution of non-supported factory items.

Developed and delivered training for tools utilizing demos, conference calls and video conferencing for a new engineering software application.

Documented Business Requirements for software application through concept, deployment and maintenance stages of development.

Created detailed process flows that lead to creation of new web based application.

Documented job descriptions/functions/processes and verified readiness for ISO certification

Database Administrator – Network Systems 1992 - 1995

Lucent Technologies

Maintained database for new and existing information.

Data entry of technical equipment specifications.

Served as member of the administration and maintenance team.

Provided end user assistance and one on one training.

Optical Equipment Engineer – AT&T Network System 1986 - 1991

(Lucent Technologies)

Analyzed/ engineered detailed job specifications and complete order instructions to support the installation of new central office telecom equipment.

Surveyed telephone-switching offices and corrected records.

Managed project including all aspects of material ordering, installation.

EDUCATION

Civil Engineering, Clemson University

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