Call Center Customer Service

Ms. Kimberly Jamison

**** ******* ***, ********, ** 46322

219-***-****

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

Project Manager, Applications Tester, Subject Matter Expert, Scrum Master, Web Developer, Data/IT Analyst, Representative for Call Center Agents, Maintenance Administrator for Field Technicians, Staff Executive Representative for 22-states using the Agile Project Methodology, Volunteer for Boys and Girls, Mentee for S.T.E.M. and Junior Achievement, while I worked at AT&T for almost 18 years. Due to my job being eliminated in August 2018 I was laid off. I'm looking forward to starting a new journey.

AT&T Employment History

10/2011-08/2018

Tech Project Mgr (PMP), SR IT Analyst/Chicago, IL & Hammond, IN Developed a super dispatch platform for field employees to retrieve all customer data via wireless device, while on the job site. Using predictive analytics, APi’s, applications, surveys, etc., organized and rallied 5 states to perform trials in the field that provided consumers with personalized sales recommendations. I’d work independently, collaborating with many teams

(data centers national and international) to gather, organize requirements, data source management, all planning, milestone benchmarking, testing, launching and any other information needed for the projects’ life span. I scheduled calls via t-Meeting and Skype daily with clients/scrum team members to collaborate and communicate the vision of the project, identify risks, root causes, and prevent roadblocks. We conduct studies for recommended process improvements and provide technical support/documentation, project duplication to reduce rework. Confirmed network process capabilities and improvements align with the current needs of the business. Volunteered and mentored students via Junior Achievement/Aspire, Pioneers IL/IN Chapters, Boys and Girls Club, Special Olympics, STEM, and United Way IL/IN. 06/2009-10/2011

C&E Field Mgr/Villa Park, IL

Managed and motivated a group of 375 term field technicians; held daily huddles, maintained attendance, timesheets, all human resource needs, performed field/safety observations, developed a tailgate topics to review with technicians every morning along with their daily work load information and evening upon completion. Ensured each were equipped with the tools, transportation, and required safety training needed to perform their jobs daily. 06/2008-06/2009

Force Load Analyst Mgr/Oak Lawn, IL

Managed the Force and Load for the 5 midwest states. Retrieved data and analyzed to support the cable inventory needed for the year. Collaborated with various teams to access what was used and repurpose if available. Cost and budget reviews to predict and set margins for present/future reduction opportunities. 01/2008-06/2008

Web Technology Mgr/Chicago, IL

Worked with web developers and IT analysts to complete projects for internal applications, Ad Hoc reporting needs, maintained offsite servers, schedules, databases, tables, web page enhancements. Utilized HTML, SQL, CF and related systems to acquire data needed. Enhanced my leadership skills, basic management roles via training webcast portals. Assisted in development and launch of Performance Management tool. 04/2001-01/2008

Maintenance Administrator_NonMgmt/Hoffman Estates, IL Worked in the Control group balancing and maintaining the load for customer service technicians/managers. Maintained databases and independent projects, problem-solved executive appeals with internal operation centers for installation, repair, cable, resale/retail tickets. Supplied staff with facility/information while performing multiple tasks in a fast paced environment. Worked in Call Centers assisting customers in the 5 State Midwest Regions; verified times of arrival with customers for service completion on same day and delayed orders/tickets, resolving service issues with urgency. I worked DSL services in the Wholesale Center, establishing processes to provide long distance services for the Midwest. Completed various tasks daily, efficiently using systems such as: Microsoft Office Suite; Excel, Outlook, PowerPoint, Windows, and Internet Explorer to name a few. Received multiple awards and recognition.