Office Technician Customer Service

Pam Olhava

*** *. ******* ****** ********* Heights, 60004 847-***-****

*******@***.*** https://www.linkedin.com/in/pam-olhava-20b7367b/details/skills/

Objective:

To obtain a position in customer service or office administration, using interpersonal, clerical, and leadership skills to enhance the efficiency of operations.

Summary of Qualifications:

Customer service, utilizing active listening to understand customer needs and find products to meet their requirements.

Project Management, leading effective teams of associates, balancing resources and time to meet schedules.

Office Administration, including documentation, clerical skills, and compliance.

Professional Experience:90

AT&T – Greater Chicago Area 1971 - 2017

Manager (2002 – 2017)

Managed six to ten offices with 15 to 25 associates. The first three offices opened on the north side of Chicago, expanding to various offices in the suburbs with a base office in Arlington Heights.

Performed attendance, scheduling, and disciplinary actions for work performance.

Conducted safety inspections and work observations, attended meetings for new equipment installation and worked with the technicians on issues or problems.

Trainer (2000 – 2002)

Took management courses and trained central office technicians on new systems.

Central Office Technician (1986 – 2000)

Managed offices in Hoffman Estates, Schaumburg, and Arlington Heights.

Watched and resolved all alarms, entered daily orders, troubleshot customer complaints, worked with other departments to resolve issues, and performed office routines on power and the building.

Escorted vendors, performed inspections with the fire department annually, ran diesel monthly, ordered supplies, participated in monthly safety meetings, and followed OSHA standards.

Cutover Technician (1981 – 1986)

Transferred to cutovers - went to various central offices and traced and ran wiring.

Tested all the lines to be ready to upgrade the offices to the newest systems.

Marine operator (1978 – 1981)

Managed ship-to-shore communications before cellular technology, making connections utilizing a chord board.

Wrote up tickets for each call with peak usage during summertime. Coordinated with Coast Guard and other agencies.

Repair Clerk (1974 – 1978)

Took customer complaints about their phone service.

Used de-escalation tactics to calm down customers.

Completed forms and sent the line to be tested, then fixed inside or out.

Directory Assistance Operator (1971 – 1974)

Worked as a directory assistance operator looking up phone numbers in large telephone books, changing to microfiche.

Education:

Northern TelCom Training Institute – continuous training on telecommunications technology

Technical Proficiencies:

MS Office (Word, Excel, Outlook)

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