Customer Service Call Center
Resume:
Theresa L. Fix
***** ******* ** ** ******, MN ***03
*******.***@***********.***
I am a professional Lead Operations Manager that is experienced in the telecommunications industry as a manager with a wide range of skills. With 32 combined years as an employee in a communications company and 9 years of experience as a Front-Line Supervisor. I have 10 years’ experience in sales, support and customer service, and I most recently obtained my black belt in Six Sigma. I have experience working with and training large groups of individuals, using a budget and building meaningful relationships with other companies throughout MN, WY, and NE. I have experience working with CISCO, ADTRAN, JUNIPER and using CPE product catalogs.
Employment
LEAD OPERATIONS MANAGEMENT January 2016-present
●Manage CPE Product Catalog
●Manage the request website
●Knowledge of what to order for each CPE supplier
●Manage the request website
●Manage a budget for costs, price and life cycle
●Understanding how product gets sold by century link
●Use User acceptance testing
●Work with Process teams to ensure the item behaves as expected as it progresses through ordering, provisioning and repair processes.
●Developing and maintaining close working relationships with key stakeholders to understand evolving issues and requirements, understand end-to-end implications and dependencies, ensuring item builds are executed and properly coordinated.
SERVICE DELIVERY REP 2, April 2013 - January 2016
BSDO CUST CARE-SYST SUPT CPE ORDERING
●Maintain and assist with all ORACLE install base moves, expirations, and issues
●Merging of large accounts
●Build relationships with other companies
●Resolve customer service related issues by providing excellent customer service
●Prepare documents, maintain ongoing relationships with various vendors and maintain Ordering
●Working side by side with billing analysts to adjust any billing issues and create new contracts
●Working with individual vendors to provide PO for ADTRAN, CISCO, and JUNIPER
●Responsible for all QCC renewals each month.
●Prepare documents for automatic renewals for Macro Team.
COORDINATOR ANALYST (PROJECT MANAGER) July 2012 – April 2013
●Testing for a department of 500 users on conversion to Windows 7
●Manage and schedule testing for a department of 500 on migration to a common domain
●Single Point of Contact for any scheduled Excel outages in regards to service being disrupted
●Monitor and provide weekly stats on held orders to VP and above
●Organize and monitor all customer cuts for high end customers for MN, WY, and NE
Senior Contract Administrator June 2008 – July 2012
●Maintain maintenance contracts for data equipment, including renewing, changing service levels
●Represent Qwest with many vendors in requesting quotes/pricing for maintenance
●Responsible for tracking and working with sales team to monitor all soon expiring contracts
●Track and maintain trouble ticket database in regards to questions about coverage or lack of
Customer Service Manager-Complex listings March 2003 - June 2008
Qwest Communications – Listing Services Group
●Facilitate all coaching, discipline, information gathering, and training.
●Represent the business while meeting with large business contracts and government contracts in regards to listings.
●Act as representative for departments including Quality Focus, Union/Management relations, and Safety.
●Assist in developing step by step training packages for two departments.
●Oversee internal auditing of the group's outgoing work.
●Maintain and monitor work distribution
●Responsible for career planning for each employee on my team.
●Key team player on creating, testing, and developing a new work tracking system for the department.
Customer Service Manager-Directory Assistance Call Center June 1999 - March 2003
Qwest Communications
●Facilitate coaching, discipline, and training.
●Monitor call volumes to determine the amount of work force needed at any given time
●Providing customer service training and coaching to each of my team members so they can provide excellent customer service to each customer
●Having a customer service theme monthly for employees
●Trained a team of new agents from the date of hire to completion of training.
●Maintain a good working relationship with the local Union.
●Reviewing new processes that would improve personal development and customer service
●Providing career planning for each employee on my team
Operator-Directory Assistance Office May 1988 - June 1999
Qwest Communications
●Providing excellent customer service to each customer
●Assist customers in locating a phone number
●Provided constant customer service to each customer that calls in
Education
University of Phoenix –Associate's Degree in Business Management 2005
Black Belt Six Sigma 2018
Skills
●SalesForce
●Ariba
●SAP
●Oracle
●Cisco
Contact this candidate