Customer Service Representative

Shaneka Powell

*** ***** ****** ********,** *****

Phone: 414-***-****

Email:***************@*****.***

Summary

Wireless & Telecommunications Expert with over 5 years experience supporting a multitude of channels within the industry. Proficient in complex issue resolution via creative problem solving and effective communication spanning end-user, interdepartmental collaboration, and external vendors. Enterprise specialty project participation, supporting operations & new initiatives at both national and local levels, facilitated via direct partnership with project management.

Professional Experience

U.S. CELLULAR Waukesha,WI

Help Queue/Supervisor (TOPS Escalation) March 2013- July 2016

•Serve as central resource for all business channels to resolve technical issues; multichannel collaboration with frontline support, internal programmers, partner carriers, and external vendors.

•Creatively troubleshoot, diagnose, and resolve complex technical issues at device, billing, and network levels.

•Promptly respond to and partner with engineering groups to exchange information relevant to subscriber issue resolution (ie. Switch data, billing provisioning).

•Self-manage independent log data and trends pertaining to multiple systems & their respective functionality (ie. SMSC, switch provisioning, cellsites, billing), ensuring trending issues are addressed and resolved prior to customer impact.

•Utilize a wide-variety of software tools and programs to effectively resolve issues and implement solutions across various billing platforms and industry-standard applications (ie. AMDOCS, XIUS, Remedy, Synniverse).

•Request processing of transactions in both Nortel & Lucent switching environments, as well as within inter-carrier operating applications.

U.S. CELLULAR Waukesha,WI

Customer Service Representative October 2012-March 2013

•Efficiently responded to and resolved customer billing & account-related concerns

•Provided tier 1 troubleshooting of device and network issues

•Developed creative solutions and made customer-specific recommendations that fulfilled customer needs and secured profitable business growth

•Provided support to fellow associates through peer mentoring & best-practices programs

•Assisted internal customers (ie. Retail) in closing sales, troubleshooting, and account maintenance activities in a manner that fostered a consistent customer experience across all channels

WELLS FARGO

Customer Service Representative November 2010-March 2011

•Provided customer service while assisting with billing inquiry & payments

•Took high volume inbound calls

•Cross-selling on accounts

•Transferring calls to prospective departments

•Assisted with setting customer up on Wells Fargo Flex-drafting plan.

Education/Certifications

U.S. Cellular Coursework

•Fundamentals of Wireless Technology

•RFR Safety Training

•Cellsite LAN Fundamentals

•CDMA Technology Overview

•Seamless Mobility

•Introduction to 4G LTE

Education

Kaplan College/Medical Assistant Certification / Graduate June 2007 * High Honors

Milwaukee Area Technical College/Barber Cosmetology Apprentice Program, September 2002 – June 2003

John Marshall High /Graduate, June 2002

Key Differentials

•Familiarity with network technologies (CDMA, GSM, TDMA, iDEN), as well as their respective evolutions (1XRTT, EvDO, UMTS, LTE), platforms, software, terminology, and equipment through vigorous training & practical application.

•Proven successful working both independently and as a team contributor

•Extensive multi-channel collaboration experience via multiple special project assignments

•Dynamic and effective interpersonal communicator

•Proficient with industry trends & thorough knowledge of common industry practices

Extensive experience operating with a business perspective

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