Service Representative Agent

Gaye Borders-Crosby

****.*******-******@*******.*** · 469-***-**** · www.linkedin.com/in/gayeborders-crosby · Dallas, TX

SENIOR TECHNOLOGY PROFESSIONAL

Versatile, results-focused IT professional with over 15 years’ administrative and technical experience in diversified private and public sector environments in the technology industry at a Fortune 100 company. Demonstrated leadership, analytical, interpersonal, teamwork and communication skills. Self-motivated with high degree of integrity and hands-on style. Recognized for significant contributions to Verizon FiOS projects, i.e., Video Media Server (VMS), APR/FiOS TV development, impacting over 13.4 million cable customers generating $23.9 billion currently in total revenue.

SKILLS

System Quality Assurance Testing

User Setup Troubleshooting

JIRA, POs, Asset Tracking

Regression Testing

User Acceptance Testing

MS Office / G Suite

Personnel Reporting

Business Analysis

Python, MS Access, SQL Server

Verizon Customer Engagement

Team Building

TCP/IP

PROFESSIONAL EXPERIENCE

VERIZON COMMUNICATIONS, Irving, Texas

Executive Administrative Assistant, New Product Development (FiOS/VMS) 12/08 – Present

Facilitate critical administrative activities that drive business success for Executive Director, Directors, and over 110 employees/contractors on staff. Used Python and MS Access to generate headcount reports used to make budget and personnel decisions on the strategic project portfolio.

Enable project sourcing to meet deadlines and objectives. Onboard new contractors on a timely manner, including security, systems, access credentials, and Day-1 setup.

Coordinate team building activities and business meetings to achieve project objectives. Arrange critical executive meetings and town halls. Update daily management reports for FTEs, contractors, and create team presentations.

Recognized for significant contributions to the successful multimillion dollar product launch of the VMS (Video Media Server) in April 2014.

AT&T uVerse, Dallas, Texas (Contract) 02/07 – 11/08

Customer Service Agent (Aerotek – Contract), Dallas Call Center

Effectively handled escalations for customers and technicians, while resolving installation and repair ticket issues for the uVerse team. Adhered to and acceded daily goals and provided quality customer service.

Contributed to successful installations at the customers’ premises. Responsible for troubleshooting and assisting uVerse field technicians with final configurations received from ticket order flow.

DELTA AIRLINES (DFW Airport), Grapevine, TX

International Customer Service Representative 12/05 – 02/07

Effectively handled ticket sales and rate desk ticket escalations for international and domestic travelers, based on rates and established fees and tariffs of both domestic and international travel locations.

Demonstrated strong verbal and written communication skills to identify customer issues, through email and telephone with customers to ensure quality decisions, multi-tasking, and interacting to ensure customer service issues were documented and resolved.

Successfully recognized for exceeding sales quota requirements to upsell travel related services, including car rental, hotel, and credit card vendor partner products. Received Certificate of Appreciation for the month of January 2007.

PRIOR WORK EXPERIENCE

VERIZON COMMUNICATIONS, Irving, Texas

Executive Administrative Assistant (Public Affairs, NBSW, PACE)) 08/99 – 11/03

Senior Secretary (Outside Plant Facilities) 12/97 – 07/99

EDUCATION

BS Network & Communications Management (Magna cum Laude), DeVry University, Irving TX (Dec 2018)

AAS Network Systems Administration Certificate (Honors), DeVry University, Irving, TX (Jun 2015)

Associate of Applied Science, Management, El Centro Junior College, Dallas, TX (May 2000)

Paralegal Certificate, Executive Secretarial School, Dallas, TX (May 1994)

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