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Support Representative Analyst

Location:
Atlanta, GA, 30305
Salary:
20.00 hr
Posted:
November 26, 2022

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Resume:

MARGARET LEVINS-NEAL

**** ********* ***** **** *** 1210 Atlanta, Georgia 30331

Home 678-***-**** adtpqy@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

A seasoned Customer Service/IT Project Manager with more than 15 years diversified experience with a Fortune 100 telecom company. Excellent track record in Administrative Support, Business Process Improvements, Network Operations, Business Analysis and Intelligence, Business Plan Development, Project Management, Leadership and Goal achievement. Fully capable of executing strong Project Implementation, Problem Solving, Negotiations, and Communication skills.

AREAS OF EXPERTISE

Project Management

Call Center Operations

Product Development

Customer Relationship Management

Quality and Process Improvements

Training and Implementation

PROFESSIONAL EXPERIENCE

Comcast, Atlanta GA. (March 2010-Present)

Business Service Coordinator II

Responsibilities:

Responsible for management of order reviews for Business Service Center operations by properly ensuring correct pricing and efficient quality assurance procedures

Successfully managing interactions with small and medium business customers via telephone and /or email to answer questions on installation and scheduling.

Serving as liaison between internal and external customers in multiple markets with regard to customer installation status.

Responsible for email support monitoring, management of call center metrics, and updates to multiple internal systems (e.g. billing systems, Workbench, and SFDC) with customer information.

Responsible for receiving and making customer contacts via phone and email for installation, rescheduling, order status, and other customer inquiries.

Responsible for work consisting of straight forward tasks using established procedures.

Accountable for Site Surveys, moves, transfers, upgrades and installs of new systems. Successfully managing installs and disconnects dates for all order processing.

Currently serving as liaison between Sales Representatives and Customer Service Representatives.

Responsible for Customer Care, Technical Support, Escalations Management, Scheduling and Dispatch procedures.

Experienced in evening, weekend, and variable support schedules and available to work overtime if necessary to fulfill responsibilities as assigned

Comcast, Atlanta GA. (June 2009-Present)

Payment Center/Lobby Representative

Responsibilities:

Work daily face-to-face interacting with customers, accepting Payments, Exchanging/troubleshooting Equipment Issues, and Product Promotion

Accountable for answering Customer General Inquiries.

Manage all office activities, including Customer Service, Accurate record keeping, and Equipment inventory. Communicate effectively with Customers, Colleagues, and other Company representatives.

Perform Customer Service Functions, Ensuring a positive Company image and the Promotion of all Comcast products.

Cbeyond, Atlanta GA.

Customer Care Tier II (June 2008 – January 2009)

Responsibilities:

Project management of service requests, service orders and any other external systems to complete requests and adhere to set SLA as deemed by management.

Properly document actions in Siebel CRM and Identify and engage the appropriate resources in order to resolve the service request.

Maintain ACD availability to answer all incoming customer calls in queue as overflow with appropriate opening script, customer identification and customer resolution to achieve First Contact Resolution.

Work closely with multiple organizations including internal and external customers to drive problem resolution as well as serving as a single point of contact to ensure customer satisfaction for assigned service requests.

Proactively assist with the review and implementation of processes and procedures in order to better service our existing customer base.

Respond to e-mail and web inquiries generated by external customers through Cbeyond Online and Customer Care email.

Actively participate in training classes for new products and services.

Participate on special projects as well as any escalations assigned by management.

SPRINT LONG DISTANCE, Atlanta, GA May 1991-March 2007

Escalations Analyst/Network Provisionary/ Project Manager (March 2005-March 2007)

Project managed all of Sprint Long Distance’s product offerings that included DSL, Frame Relay Multiplex, IP, ATM and all data products both switched and dedicated.

Performed physical layer implementations of all domestic customer terminating broadband transport services for DSLAM, DS3and OC-N levels supporting IP circuits. Reviewed ASR’s/LSR’s to determine port availability. Verified and secured TN’s for local number portability.

Facilitated aspects of service delivery, coordinated tests and turn up of all product offerings with both internal and external fix agencies. Secured all organizations impacted by implementing and collectively seeking solutions to any challenges identified during the implementation including: Sales, Product Design any impacted outside vendors/Bell and local telephone companies (ILEC and CLEC Providers).

Served as lead in escalation process obtaining progressive status and delivery of facilities on products for SONET architecture to include broadband DCS drop multiplexers and routers impacting Sprint Long Distance’s Provisioning Center/PLP. Reported both risk and best practice opportunities back to senior management in order to secure firm order commitment (FOC Date).

Provided 1st tier in escalation’s process to resolve issues pertaining to customer commit dates.

Subject matter expert for the YES tool reporting status, LASSIE, FMS updates, and requirements needed for customer turn ups/installs and disconnects.

Scheduled daily conference calls with Bell operating companies and other access providers that ensured all accounts were installed.

Obtained progressive status and delivery of facilities from access providers or used escalation process to secure Firm Order Commitments were met and loaded in Facilities Management.

Ensured orders were successfully moving forward by checking errors status and report findings to assign provisioner, order entry or account team.

Ensured all internal systems were updated within a timely manner and accurately detailed notes to inform the customer on order progress, rejection and escalations stage.

Developed and implemented system and departmental requirements for the ordering procedures used by order entry, provided sales support and account teams for high end voice and data offerings for domestic and international customer base that exceeded $2.5 million in revenue quarterly.

Led teams of cross organizational executives to generate back revenue while streamlining current processes simultaneously deploying code migrations for Sales Support and Order Entry applications reducing rework by 25%.

Project Manager I (April 1997-May 2000)

Led analysis and development teams for Sprint’ new data offerings, including but not limited to IP, Web Hosting, Frame Relay and Managed Network Services exceeding revenues of 400 million dollars for new project initiatives.

System Support Analyst - Business Application Management (March 1994-July 1996)

MARGARET LEVINS-NEAL

SPRINT LONG DISTANCE (Continued)

Customer Support Representative (January 2003-February 2004)

Served as a single point of contact for Sprint’s business customers regarding Wireless, Switched/ Dedicated services and products.

Established accounts, resolves technical, billing and product issues. Ensures customer satisfaction through successful problem solving, implementation of contracts and accurate commission cycles for PCS/Data (Frame Relay, IP, and MNS services)

Documented and communicated network outages.

Lead for OESOTS/Billing Subject Matter Expert

Product Development Manager

Served as subject matter expert for tracking and reporting tool to support on going development for Sales support and Order entry teams.

Produced reports to provided status and measurements on projects and monitor system application productivity.

Additional Relevant Management Experience: Held federal positions, teacher’s aid, technical support analyst, and system support analyst from 1982-1990.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Masters Certificate, Project Management Institute

George Washington University, Washington D.C.

(1999-2001)

Business Management Major

Alabama State University – Montgomery, AL

(1978-1982)

TECHNICAL SKILLS

Microsoft Windows

Microsoft Office 360

Microsoft Project

SharePoint

Lotus Notes

Microsoft PowerPoint

Microsoft Visio

Microsoft Access

PMI Certification

Excellent Presentation Skills

Siebel



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