Customer Service Front End
Resume:
Cristina Keegan Samuels
SAN ANTONIO, TX 78217
OBJE1CTIVE:
My objective is to be a part of a progressive team that will enable me further mi knowledge and growth within the telecommunications industry through the sharing of experiences and resources. Only through hard work and dedication to common goal can we hope to achieve excellence.
EXPERIENCE:
6/29/2023-12/29/2023
TPX Contractor
Worked as a contractor via the Addison Group/Mondo. Wrote otdera to disconnect trunks, T1's and DS3's. TPX decommissioned multiple switche; assisted in processing orders to decommission LEC Collo's and all IMT's.
7/12/21-7/29/22
SINCH Contractor
Initially hired for Inteliquent which was acquired by Sinch, Working as a front end provisioner. Entering orders for the provisioning team and ASSIGNING CFA. I used systems such as, CAFE, Verizon, Lumen and Windstream, Neustar and UOC portals to submit ASR'S and pull FOC'S. I Initially worked keying in NG911 orders in TASC for the provisioning team
.
9/2019-7/2021
Alorica, San Antonio
Customer service. Handling inbound calls for customer. Multitasking between systems to answer questions take payments. Set up payment programs while ensuring one call resolution and a great customer experience. Also worked in collections and new loans.
12/2004-12/2018
Las Vegas, Nevada/San Antonio, TX
TPX COMMUNICATIONS Senior Network Provisioner
Held various responsibilities within the both the Provsioning Departments. Duties included submitting ASR’s to the LEC’s for Trunks, DS1’s, DS3’s and most recently 10 Gig NNI orders. Issued intercompany cross connects to Telx, Equinix and other vendors as necessary. Confirmed costs for circuits billed by the LEC to the Line Cost Department. Worked in both Metasolv and Xpercom
24/2003 - 12/2004
Carrollton, Texas
Lucent Technologies Provisioning Administrator
Log, generate orders and track status of both repaired and unrepaired equipment for Lucent's Supply Chain Network. Work entails but is not limited to, generating orders for unrepaired switched and wireless equipment in the RS&R system. Additionally, troubleshoot reasons units are unrepaired or are taking an inordinate amount of time to be returned by outside vendors. Also required to provide P.O to Customer Service, sales and outside
sources.
Dallas, TX
7/2002 - 12/2002
Allegiance Telecom Customer Implemenation Representative
Prior to a company layoff, my duties entailed keying PSR's and LSR's via TBS FO Verizon South (former Bell Atlantic territories). As such, I was required to take sales order from the company's order entry system and verify it using MSAG an an ILEC CSR for accuracy. Once all information was completed, I was required to key a PSR (Product Service Request) and at times, an LSR for UNE/LNP to the Il using Metasolv TBS system.
Plano, Texas
10/2000 - 10/2001
Madison River Communications
Manager, Customer Provisioning
Oversaw Customer Provisioning for the Southwest Region. Designed and ordere T-1's that were colocated within the ILEC Central Offices. Used applications such BDS Telis, WISE and CAFE to order circuits via LSR and ASR.
Originally hired as the Provisioning Supervisor for both the Southeast and Southwest regions prior to the company having provisioning departments in all regions. Laid off when the company closed it's Texas operations.
Dallas, TX
4/2000 - 10/2000
Mpower Communications Manager, Customer Operations
Oversaw staff responsible for Customer Operations in the Texas region. This included: Customer provisioning of SDSL, VODSL and POTS applications via LSR and invernal work order documents. I was also responsible for Customer Care fo the Dallas-Fort Worth, Austin, Houston and San Antonio markets. As well as the Field Service Technicians (Installation and Repair) for the D/FW Metroplex.
San Antonio, Texas
6/1999 - 4/2000
Qwest Communications Sales Engineer II/ Wholesale Markets
Assisted Wholesale Clients with the design and creation of their Dedicated Networks. I supported four Account Managers and several Sales Representative on a daily basis with regard to pre-sale engineering and design of D$3's, etc, fo voice and data applications. Additionally, I reviewed all dedicated orders for accuracy and network feasibility prior to submission to network provisioning.
San Antonio, TX
9/1998 - 6/1999
Qwest Communications Supervisor, Dedicated Provisioning
In this position, I assisted in the daily functions of the Narrowband Provisioning Group for the Southwestern Region. Duties included, but were not limited to: Overseeing a group of 20 provisioners, interviewing and hiring for vacant position assisting provisioners with the design of more complex networks as they pertair the ordering process, Additionally, I served as second level escalations for all LE IXC and internal issues, I also functioned as the Technical Consultant for all Ret: USLD accounts prior to their migration to the Qwest network.
San Antonio, TX
6/1995 - 9/1998
U.S. Long Distance
(merged with Qwest/LCI) Technical Consultant Coordinator
Promoted to Supervisor, Technical Consulting Services, November 1997. The duties of this position entailed assisting both Customer Service and the Salesfor (including Agents and Carriers) with pricing and quality assurance of all Privatel and Special Access Services from DSO to DS3 level. Within the USLD infrastruct I was required to provide support for all Dedicated Products including: voice, da internet, frame relay and ISDN. Also, verfied through work with the end-user ar their vendors the compatibility of each application,
San Marcos, TX
12/1994 - 6/1995
Thrifty Call Circuit Design Engineer for Local Access
My duties encompassed ordering Access Service from various Local Exchange Carriers, helping create Trunk Group Specifications for DMS-250 switches, setting up "A-links" and
"F-links" for SS7 protocol and slotting DTC's on the switch. I al: engineered interfaces between LEC/CAP DS3's to M1/3 multiplexors and Inter Exchange Carrier longhaul DS3's/DS1's. Wrote orders for Switch Technicians.
San Antonio, TX
7/1994 - 12/1994
USLD Network Provisioning Support Specialist
This position provided me with the experience of ordering access service for bot Switched and Dedicated Access. The duties included writing ASR's to various LE for Feature Group A,B,D and SS7, writing orders for switch technicians a well as acquiring longhaul from various Inter-Exchange carriers,
Dallas, TX
3/1993 - 7/1994
Digital Network, Inc. Assistant to Vice-President of Network Services
Promoted to Communications Specialist, July 1993. As assistant to the VP, my emphasis was on Access ordering procedures and 800 portability. Once promoted, handled provisioning, pricing and ordering writing for switch technicians. Was also responsible for re-designing network due to Local Transport Restructure and wa on-call tech.
EDUCATION:
12/1989
Texas Woman's University US-TX-Denton Bachelor's Degree - I have a B.S. in Journalism, with an emphasis in Sports Writing.
SKILLS:
Skill Name
MS Word Excel Power Point
Schedule Plus
BDS Telis/ExactPC
METASOLV/ METAWEB
XPERCOM
11/3/2004
Contact this candidate