Customer Service Representative

Kathy G. Eddy

Glens Falls, NY 128**-***-*** **** mailto: ******@*****.***

Client Services Professional Problem Solver Customer Complaints Specialist

Profile

Versatile client service professional with over 20 years’ experience in deftly solving customer complaints. Personable and empathic in approach with keen ability to manage time and resources independent of supervision. Lifelong learner with rich resources in dealing with customers and an inherent desire to solve problems. Detail-oriented and technically savvy. Thrives in organizational contexts where her skills and attributes may be used for organizational success.

Key Competencies

Customer Service

Customer Relationship Management

Account Management

Customer Complaint Resolution

Project Planning & Management

Customer Retention

Event Planning & Management

Fundraising

Professional Experience

FAMILY RESPONSIBILITY LEAVE 2003–Present

AT & T, Brookfield, IL

TECHNICAL CONSULTANT (TC) CUSTOMER ADVOCATE Worked from Home 1997–2002

Acted as supervisor for the frame relay (FR) pilot in the Business Customer Care Center; oversaw the installation of over 2k circuits for two giant customers, directly contributing to training, issue escalation and revenue growth

Managed services delivered to dedicated global and middle market SDN customers and competitive winbacks to the voice network

Coordinated and managed the installation of customers’ network with vendors, marketing and local access providers; liaised with local telephone company executives

Key Accomplishments:

Promoted to TC and, with no formal Software Defined Networking (SDN) training, assisted the team in closing out/canceling over 35 past due projects; reduced district backlog and increased corporate revenues

Managed the dedicated SDN KMART winback from MCI; secured voice and data contract revenue of $43M 31 days earlier by pushing trunk project completion and deliverables significantly ahead of expected delivery time

Requested to manage dedicated SDN project for National Computer Systems, Inc., a $2M annual winback from SPRINT; negotiated a team approach with line supervisors, boosting efficiency and customer satisfaction

Coordinated eight blood and bone marrow drives in response to a customer’s needs: increased the National Marrow Donor Program database to 537 potential donors; received numerous certificates of recognition

Attained the specially created National Women of AT & T (WATT) Humanitarian award for dedication in saving a nine year old’s life, suffering from leukemia

Received the Leading Legend award for successfully managing and completing a large multi-location winback customer project in record time

SALES REPRESENTATIVE – CUSTOMER INTERFACE GROUP 1994 - 1997

Served customers requiring assistance related to digital data circuits T1.5 private line and FR services for small to global-sized organizations

Key Accomplishments:

In-charge manager for FR relay and peer training; implemented and assisted in training courses for FR

SECRETARY ADMINISTRATOR – Internal Auditing 1991-1994

CLERICAL ADMINISTRATIVE 1985-1991

Education

Arbitration Courses, University of Illinois, Champaign, IL

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