Customer Service Support
Resume:
A B O U T M E
LASHAYLA BANKS
OPERATIONS MANAGER
OBJECTIVE
Seeking a position that will utilize my experience in technical customer support. Extensive experience includes problem solving and supporting complex Network Operations Centers thru testing, making recommendations and implementing changes to existing and new network equipment. Exceptional customer service, leadership and technical skills that can be used to assist any company and my peers in increasing customer satisfaction, while simultaneously expanding my knowledge and skills to contribute to the overall success of the company’s goals.
EXPERIENCE
MANAGER-NETWORK OPERATIONS
(December 2013-Current)
Provide tech troubleshooting and leadership required to recover from the most complex network problems including installation and repair, life cycle management and Network Operations center in a 24x7 workforce environment. Identify root cause, resolution, work arounds, testing and implementation of vendor/IT fixes or design changes. Responsible for performing analysis and subsequent identification of chronic venues and/or elements associated with supported networks. Serve as 2nd level of technical support escalation for Wi-Fi problem resolution with business and/or consumer customers; directs, coordinates, and provides the highest level of technical customer service to ensure consistent customer satisfaction. Provide tech solutions and project management for provisioning, assurance, number admin, inventory, address qualification, and local number portability apps, processes and practices. Registration, complex troubleshooting for network issues, modems and PCs, multi- static IPs, pin holes, port forwarding, isolation of issues related to routers and switches.
ADVANCED TECHNICAL SUPPORT
(August 2007-December 2013)
Utilized various systems and tools to initiate to assist and service customers. Handled inquiries from customers related to billing, rate plans, features and services, network, coverage, handsets & devices, accessories, repair & troubleshooting. Investigated billing errors and applied proper credit adjustments. Investigated and deescalated chronic issues. Up-sale: may sell all services and products offered by the Company.
SKILLS
Accomplished operations manager with extensive experience leading teams by example, and with feedback and coaching, seeks to expand career growth.
C O N T A C T
*************@*****.***
148 Stevenson Dr. Fate, TX
E D U C A T I O N
BOSSIER PARISH COMMUNITY COLLEGE
Associate Degree
2007
RINGGOLD HIGH SCHOOL
High School Diploma
2003
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