Customer Service Services
Resume:
Cordella G. Holloway
********.********.****@*****.***
Upper Marlboro, Maryland 20774
Work 703-***-****
Objective Obtain an innovative and challenging position that maximizes my
personal growth and effectively incorporates the company’s
strategic initiatives.
Work Experience
Maintenance Administrator-PPM AIR/SLC
2005-2021
Monitor and test Verizon Offices ensuring prompt attention to discrepancies and service failures to ensure minimum interruption and minor impact to customer services.
Effectively monitor and diagnose mechanized test results impacting service functions.
Successfully intervene to disrupt, minimize and eliminate service interruptions.
Callouts for emergency resolution of diagnosed service impaction.
Create tickets in alternate databases to resolve internal trouble issues.
Work to sub-plant work place shortages and support team as needed.
Self-Managed.
Maintenance Administrator-Presidential Appeals
2001-2005
Communicate with customers regarding concerns and disagreements with Company service outcomes on their accounts. Modifying discrepancies to ensure favorable customer and company outcomes.
Interface with customers and work to effectively nuance and resolve customer grievances with Verizon.
Partner with patrons, the field and internal departments in reaching congruent resolution for customer disagreements.
Interact with Supervisors to ensure objectives were met successfully by company standards.
Maintenance Administrator-Dispatch
1997-2001
Correspond with outside plant to link skill sets and workpool requirements. Additionally; interface as needed with live customers to resolve service matters and concerns.
Assign and route technicians to appropriate locations to resolve customer issues.
Provide additional support to technicians as needed in resolution of customer dilemmas.
Train and instruct new employees in functions of employment requirements.
Maintenance Administrator-Repair
1993-1997
Interface with LiveWire and associate systems: COSMOS, LFACS, BOSS, LMOS, MISOS, Service, WFA/DO and SOACS to analyze and perform mechanized loop tests for the accurate identification of customer affiliated troubles.
Effectively diagnose and route customer service contacts to appropriate liaisons and work groups.
Perform and analyze mechanized loop testing to assist in resolution of customer service difficulties.
Interface with Livewire and various Legacy systems, BOSS, SOACS, LMOS, Service, XEA, WFA/DO and Corporate Web online assist data.
TA for customer assist group- interface for customers requesting additional assistance from CRSC supervisor.
Effectively market associated Verizon IQ and Class services to business and residential clients.
Washington CRSC representative for Baltimore CRSC Operational Review
General Clerk - Purchasing
1991-1993
Procure timely accounts payable and accounts receivable data for associated work groups.
Daily analysis of various account discrepancies
Accurate assessment and return of vendor merchandise.
Departmental liaison between internal and external clients.
Member of special Task Force to develop and evaluate internal policies to assist in elimination of repetitive departmental errors.
TA for reporting manager - effective supervision of 20 associates.
Directory Assistance - Operator
1989-1991
Provided timely and accurate assistance to customers seeking local Verizon numbers.
Interface with Operator Services DBAC database.
Perform various database search functions to assist customers not sure of appropriate localities.
Additional Skills/Courses
Proficient in Microsoft Word, Powerpoint, Excel and Access
Information Systems and Statistics
Marketing, Economics and Accounting
Personnel Management
Stress Management
Verizon Quality
Organizations
ATMA - Metro
Education
University of Maryland - College Park, MD Masters of Business Administration 2013
University of Maryland - College Park, MD Masters of Science Health Administration 2012
Medical College of Virginia - Richmond, VA Bachelor of Science - Health Care Management 1988
Surry County High School - Surry, VA High School Diploma 1984
References Upon Request
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