Electronic Technician Customer Service

Vicki L Kirkwood

Email: ******@**.*** Mobile:219-***-****

July 2014 – March 2019

AT&T Escalation Manager

Built partnerships with Leadership across Global regions to proactively resolve provisioning and repair matters. Trained AT&T Contractors on Company’s escalation protocol.

Created a Digital First Mobile Application to leadership in 2017 where customer updates could be seen prior to resolved repair fixes. Exceeded Objectives in 2015 – 2016.

November 2012 – July 2014

AT&T Sales Support Manager

Supported Sales Teams by correcting order and billing errors prior to service implementation. Role involved working with Contact Management team leaders and making recommendations to sales concerning contract compliance.

February 2008 – November 2014

AT&T Billing Executive

Supported Sales Teams by negotiating settlement cost for Contractual, order and billing errors. Provided deep root cause analysis reports that Defined, Analyze and Controlled fixes. Partnered with Company’s Legal and Sales Vice Presidents to substantiate settlement cost. Increased customer retention by 28% in 2013. Developed process and training document for the “First Bill Review” Team. Awarded annual Trip as “Top Performer”.

Education:

August 1986 - May 1988

DeVry Institute of Technology -, Chicago, IL USA Electronic Technician Skills Excel, Microsoft Word, BI ASON, WAFA, Unified Desktop, AOTS, BMP, Telegence Long Distance, ECRM & SODA, Google Maps

Project, Professional Licenses, Accreditations, and Memberships: PMP – PMI required classroom hours completed 2007. Exam ETC 2008 Certificate

Six Sigma Certified Greenbelt * PAC Member *Universal Service Executive Certification *Transformation Learning Series Certification* Technology Transformations Track Certification Director of Employee Resource Group “Women of AT&T” PMP Certificate PMP Classroom completion