Customer Service Process Improvement
Resume:
Wendy J Miller
Powell, OH ***65
********@*****.***
Skills
● High customer service standards
● Proficient with Microsoft Office, Excel,
Outlook and Word
● Troubleshooting skills
● Works well with others
● Goal oriented focus
● Attention to detail
● Dedicated to process improvement
● Time Management Skills
● Telecommunications knowledge
● Dependable
● Willing and eager to learn new skills
● Patience
Experience
2/2017- 4/2024
Lumen
● 11/2009- 2024- Vendor Escalations Mgr
Lumen (formerly CenturyLink), Dublin, OH-
Escalations Manager
● Facilitate timely installation of circuits to our customers by escalating for the resolution of administrative, installation and service delays.
● Performing with a focused, aggressive and professional manner on a foundation of cooperation and teamwork to meet the business needs of the company and our customers
● Resolve problematic issues, both internal and external, that result in circuit installation delays that are identified and addressed in an on-going manner to reduce the number of escalated provisioned orders and better our service to our customers.
03/2007-11/2009
CenturyLink Dublin, OH -Customer Scheduling
● Answering phone calls from customers/partners to schedule turn up of service
● Working in a fast pace and organized environment 02/2000- 03/2007
Qwest Communications, Dublin, OH- Operations Technician I
● Engineer moderate to complex circuit provisioning projects.
● Analyze moderately complex technical data and participate in the design, implementation and maintenance of circuit provisioning standards.
04/1999-02/2000
LCI Communications, Dublin, OH - Field Account Specialist I
● Created Sales orders and assigned order to the department which would provision them 07/1998-04/1999
LCI Communications, Dublin, OH- Dedicated Order Submission
● Screened dedicated orders, assign job steps, fax press, routed orders/created Billing tickets and daily reports for orders keyed
10/1996-07/1998
LCI Communications, Dublin, OH- Order Processing
● Screened and keyed Local orders along with provisioning them Education
1/2024- currently taking-Google Project Management Certificate 8/1993- 06/1995
Jefferson Technical Community College- Steubenville, OH Associates Degree in Business Management
Associated Degree in Retail Management
1993 graduate
Toronto High School- Toronto, OH
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