Customer Service Sales

JACKLYN R. FILLENWORTH

***** ****** ** ******************@*****.***

Kansas City, MO 64145 Cell: 816-***-****

SUMMARY OF QUALIFICATIONS

Works efficiently both as a team member and independently.

Rapidly analyze and recognize problems and find solutions.

Strong organizational skills with attention to detail.

Exceptionally reliable, dependable, conscientious and thorough.

Strong PC proficiency in Microsoft Office applications, Java, Windows 2000, Excel, Microsoft mail and more.

Multi-task oriented.

Excellent phone etiquette and customer phone skills

WORK EXPERIENCE

Analyst at Teva Pharmaceuticals 02/2016-07/2016

Provided desktop support for Sales Force and Employees at Teva

Reset passwords as requested

Opened Customer support tickets and tracked them in ticketing system

Redirected Customers to proper department for resolution of phone issues

Assisted with printer and iphone problems

Service Desk Technician at Landys&GYR 11/2006-11/2015

Monitored Network and identified errors in raw data on Linux Operating System that was used to produce customer utility bills such as KCP&L

Performed trouble shooting utilizing Linux commands

Informed RF technicians of outages and opened tickets as requested or when technical issues were identified

Organized spreadsheets on circuit information and updated as needed

Mentored and trained staff on safety and environmental procedures

Participated in Audit training Committee

Initiated escalation process when needed.

Provided customer service for clients on help desk and directed them to proper channels for assistance

Excelled on phone techniques when handling customer’s problems

Met 99% of the OLA’s for Standard Service Requests assigned to me

Escalated situations when needed to reduce customer outages

Retrieved reports using SLQ database

Participated on special environmental team to adopt a highway for city of Olathe

Provisioning 11/Escalation Specialist for Sprint 10/2005 – 11/2006

Provisioned T1 and T3 private lines for Business customers.

Escalated for critical LEC dates.

Provided updated status on escalation results via Project Management Tool

Participated in extensive Provisioning class

Initiated steps to ensure snags in provisioning did not arise

AT&T Business Experience, Kansas City, MO.

Voice Support Specialist 11/2002-11/2003

Worked with Agents and Sales on local PRI, DS-1 and local voice orders.

Specialized in coaching and training Alliance Channel Partners from ordering to close of sale of local and standalone orders

Delivered 98% of orders on time

Data Project Manager 10/2000 – 11/2002

Supported the Alliance Channel Agents with the ordering and implementation of Private Line orders, fractional T1s, T45, and ATM and Frame Relay Networks.

Project Managed order from planning through implementation phase

Informed Agent of critical LEC dates through Project Management Tool

Positioned and managed relationships with Agents to ensure reliability for contract renewals

Customer Sales and Service Representative 10/1995 – 10/2000

Assisted Global Account Managers with Private Line orders for Global Accounts, such as Best Western, Yellow Freight, Pioneer and APAC.

Designed, analyzed and provided pricing support and cost analysis data for AT&T and other business customers utilizing various software tools and reasoning skills. Extensive knowledge of AT&T billing systems and proficient in bill resolutions.

Performed various job functions within AT&T, including investigating and reducing errors in Overseas Message Database to a record low of 1%

Selected to participate in a major marketing program for AT&T as a Data Analyst

Provided administrative programming support and data analysis for a programming team of 40 members. Provided travel arrangements, calendars, travel vouchers, ordered supplies, created data flowcharts and payroll

EDUCATION

Bachelor of Science in Networking and Communications Management, DeVry University, Kansas City, MO., October, 2004. Magna Cum Laude. GPA 3.79.

Associates in Liberal Arts Degree, Metropolitan Comm. College, Kansas City, MO., May, 1996. Phi Theta Kappa. GPA 3.8.

Data processing Certificate, Metropolitan Comm. College, Kansas City, MO, 1994.

IP Certification, AT&T, June 2000.

Various classes Microsoft classes including Excel, Word, Mail.Serv

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