Call Center Customer Service

STEPHANIE BANDA

404-***-**** (M)

*********@*****.***

IT Service Management Professional with a unique blend of expertise in project management, business analysis and system support for small and large-scale corporations. Highly skilled at opening positive channels of communication with an ability to translate ITIL processes into specific growth strategies, improving and aligning IT with business objectives. Professional Experience

February 2019 to Present

Computer Generated Solutions- Norcross, GA

Technical Support Manager

First Level Support for 15/20 inbound call center agents

Create monthly targets/goals for individuals and teams

Hire and onboard new employees

Answer questions from staff and provide guidance and feedback

Anticipate escalations and take over calls when needed

Devise ways to optimize procedures and keep staff motivated

Measure team performance with key metrics

Provide monthly performance reports

February 2016 to 2019

Cricket Wireless Headquarters (DISYS)-Atlanta, GA

Senior Technical Analyst- Production Support

Serve as liaison between Cricket Wireless IT Operations support team and dealers, agents, and third-party vendors. Primarily focused on triaging network, point of sale system, porting, wireless device and product issues.

Manage day-to-day relationship with dealers and agents, providing support for software and hardware issues adhering to knowledge base.

Handle inbound calls and emails from dealers regarding incidents, service requests, problems and changes.

Coordinate with support teams, to identify database, hardware, network failure scenarios, and code issues to determine root cause and assist in resolution of issues discovered.

Perform onboarding procedures for new store owners and dealers which includes bank and merchant service setups.

Create and maintain system documentation, problem logs, root cause analysis for technical issues.

Technically manage break fix activities during incidents, communicating complexing of issue to Subject Matter Experts and Vendors.

August 2012 to January 2016

AT&T (ASK Staffing) – Atlanta, GA

Network Support Project Manager – Service Delivery Project point of contact, responsible for managing project requirements, scope, schedules, budgets, and resources for AT&T National Banking services.

Led small and large-scale projects from initiation through closure simultaneously, such as enterprise-wide migrations and server decommissions.

Verified compliance and approved network access for preferred vendors, ensuring company policy and guidelines were adhered to.

Established and assembled project teams, and coordinates activities.

Developed detailed work plans, project estimates, status reports, project tracking and analysis.

Performed economic and other analysis as required to achieve the best least cost.

Managed and obtained customer concurrence with customers and account teams as well as managed critical milestones throughout the project to ensure the best customer experience.

Instrumental in the rollout of AT&T’s MOVE processes and procedures for customer database.

Facilitated upgrade of customers voice over IP services via the cloud, EA/MIS/PNT, MLPPP, AVPN and Digital PRI’s

Scheduled test and turn-ups of customer database and technical scrubbing of orders from initiation through completion.

Processed waivers and coordinated efforts for disconnection of T1 circuit channels.

Led team in successful delivery of high priority projects through coordinating multiple business unit stakeholders and IT delivery organizations. September 2008 to July 2012

Cbeyond Communications – Atlanta, GA

Client Support Provisioner – Network Operations

Point of contact for service orders, responsible for handling provider product issues, scheduling truck rolls, research and resolving customer billing and service disputes.

Administered desk procedures, internal processes, and quality improvement plans to ensure Cbeyond’s daily workload aligned with revenue targets.

Processed customer orders and worked closely with other CLEC’s and ILEC’s to obtain permission to port numbers in a timely and efficient manner.

Time managed potential carrier lost customer escalations, tracking and documenting proper visibility on issues, ensuring correct resources were engaged to complete orders.

Exceeded monthly performance averages and customer satisfaction targets on a consistent basis.

Education

Georgia School of Design and Technology

ITIL Foundation V3

Target IT

Microsoft Office Certification

Advanced Training Center

Microsoft SharePoint

Angelo State University

Bachelor of Business Management

Key Technologies

Microsoft Office 2013, 365, Windows XP/710 OS, Mobile Iron, Android and iOS TCP/IP Protocols, DHCP, DNS, PING, Active Directory, VPN, Wireless, LAN, Firewall Proxy, Oracle Enterprise Manager Ops Center, VMware, Storage Area Network (SAN)-EMC/Brocade, RAID, Service-Oriented Architecture (SOA), HTTP, SMTP, Unix/Linux Servers, BMC Remedy ITSM ticketing systems Service-Now, Cherwell, and Remedy, Informian Call Center Monitoring, Dell Sonic Wall.

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