DAWN CROSBY

***** ******* *******, ******** 313-***-****

OBJECTIVE

A challenging position utilizing abilities developed through my experience and education, with opportunity for professional growth based on performance.

QUALIFICATION

Enjoy working with people; self motivated, mature and outgoing personality

Work well under pressure while maintaining attentive and professional manner

Ability to make decisions; articulate and persuasive writing and verbal presentations

Work productively independently as well as with a team and also a great motivator

Handle many tasks simultaneously, prioritize large work loads and meet deadlines

Outstanding organizational skills; close attention to detail and follow-through

Computer Skills: dBase IV, WordPerfect 5.0 & 5.1, PBX Switchboard, Lotus 1-2-3, Windows,

Word 6, Power Point, Excel, Outlook, Access, and Predictive dialer

TECHNICAL ATTRIBUTES

Extremely skillful using problem solving abilities

Superior reasoning and ability to handle sensitive situations

Ability to handle irate and discourage clients diplomatically

Always friendly and polite, optimistic and cheerful, provide service with a smile

Remain abreast of current and future company changes

PROFESSIONAL EXPERIENCE

Management - Hire, train, schedule, manage project implementation to completion; managed a team of 10-15 technicians; First level point of escalation for Carrier Services, Global Accounts and Toll-Free tech sites: responsible for completing performance appraisals; develop training material for new hire, established agreed upon requirements between all regional operation center to ensure effective and efficient handoffs throughout the network, handle escalated customer calls and observe live calls and provide feedback to coach and develop striving for excellence.

Customer Service - Resolved customer complaints; handled customer service inquires via phone and external correspondence; handled customer follow-up and account maintenance; assist customers with understanding their cellular bills face-to-face; provide and process cellular correspondence. Successfully handle customer escalations.

Technical - Troubleshoot toll-free, private line, T1 and DS3 trouble cases. For data and voice products initiated by Premier support Customer Service and Carrier Services. Conduct searches for customers call records in 600 and 600E switches. Verify routing translations on toll-free numbers. Test 56k and 64k Circuits via Centest 650 net analyst and vt-100 software. Verify status on spans and trunk groups for out of service conditions. Remove and restore trunk group and spans in switches via remote connections. Work with the Bell's to have DS1, DS3 and Fractional T-1 circuits to conduct head to head testing. Build and flip 800 SMS records in the national SMS database via 8MS. Throttle toll free numbers in the SMS database when deemed necessary by our Network Operations to alleviate congestion on the network.

Sales - Sold Ameritech Cellular services and products to the general public, solicited new business for the organization; placed phone calls, mailed advertisements, returned calls to potential customers and created flyers.

Credit Analyst - Processed new activation’s; Correspond with Dunn & Bradstreet, TRW, Transunion and others; determined whether a deposit could be waived based on evaluation; acted as the liaison between the agent and Ameritech Cellular

General Office - Data entry; computer operation; general office and clerical duties; general accounting: general ledgers, reconciliation, and bookkeeping.

WORK HISTORY

Field Trainer, Deloitte, Austin, TX 2023 to present

Axis Cable, Detroit, MI 2021 to 2023

Store Manager, Sprint Nextel, Detroit, MI 2015 to 2021

Retail Sales Representative, Sprint PCS, Madison Heights, MI 2002 to 2015

Network Technician II, Global Crossing, Southfield, MI 2000 to 2002

Senior Technical Consultant, Ameritech Cellular, Farmington Hills, MI 1993 to 2000

EDUCATION

Central Michigan University, Southfield, MI

Pursing Bachelor's Degree in Business Management

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate