Customer Service Microsoft Office

Betty Sue Robinson

*** **** **** ****, ******, TX 76039

817-***-**** *******@*********.***

Summary of Qualifications

Analytical solution focused problem solver with 23 years in telecommunications. Able to contribute a high level of professionalism, conflict resolution, patience, and proven customer service skills.

Telecommunications Certifications Technical Knowledge Test TKT

Proficient with Microsoft Office

Proven ability to successfully own, analyze and resolve; critical technical issues and customer complaints

Comfortably works well as an individually, in a group, or with management

Analyzed and prepared payroll daily

Strong written and verbal communication skills

Part of yahoo team email and portal issues.

Also have a background in dispatch from other states set up dispatch moves adds and changes for the tech opening and closing tickets.

Professional Experience

AT&T Internet Services (Richardson, TX)

Technical Support Representative II 1 /2007- 2015

Provide IT networking support for all AT&T residential and small business customers acting as a customer advocate working issues until a final resolution is reached

Mentored First Tier Broadband Agents and Field Technicians on company chat platform as a Subject Matter Expert; minimizing transfers, as a more efficient and cost effective way of providing first call resolution to technical issues.

Worked closely management on assigned special projects

oAnalyzed and evaluated technical case & call documentation for technician quality standards

oBBCCA-Rips Project--offline assistance of customer accounts implementing effective customer satisfaction strategies by identifying and eliminating the root cause of customer issues

oMentored and coached peers improving skills in all aspects of our job. Part of yahoo team for email and portal services.

Coordinated with other departments to resolve service, provisioning, or order issues

Conducted network outage impact testing and analysis using BBT,CPSOS,CRA and CRM

Part of yahoo team emails and portal issues.

AT&T (Fort Worth, TX)

Service Dispatcher & CSR 11 – On-site American Airlines 1991- 2006

Dispatched and cleared all service calls and processed order forms

Analyzed and prepared payroll daily

Handled all service calls, schedule repairs, and maintain status repairs

Trainer for Cisco phone systems, phones and voicemail

X11 Station Moves adds and changes, Automatic call distribution. Meridian 1 ACD A-c2 features Admin, Unity & Call MGR Administration-LL, Cisco Unity System Administration/Engine, Cisco IP Telephony and Cisco Personal Assistant-Operations-All.

EDUCATION

Eastfield College Mesquite, TX

TKT & TMT Certificate – GPA 4.0 Graduated 2009

Introduction to Computers

Introduction to Telecommunication

Digital Fundamentals

AC Circuits and DC Circuits

Solid State Devices

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