Service Representative Customer Support
Resume:
Personal Information
Employment History:
AT&T, Fort Worth, TX USA
Senior Project Management
Provide support to assigned individual projects for specific customers as the need arises. I oversee their project from beginning to end I become their single point of contact throughout their business project. Various business products are covered at the time of the project. And I become the SPOC between the customer & ATT internal departments, during the product install process. I conduct weekly meetings with the customer, and provide them weekly reports during the project. And I ensure the project stay on track and follow the project through to completion.
02/2007 – 12/2010
AT&T, Fort Worth, TX USA
Technical Consultant II
Technical Consultant assumes a leadership role and works with operations, the customer, and their vendor during all escalations or problem resolutions for Enterprise Business customers on a 24X7 basis. Keep the customer informed; provide status, and a detailed explanation of the resolution. Proactively seek ways to improve or enhance customer service reliability. Develop intimate knowledge of customer and the customer’s business. Continue to proactively identify and implement process improvements. 07/2001 - 02/2007
Southwestern Bell Telephone, Dallas, TX USA
Area Manager-OSS Customer Support
Area Manager for SBC Industry Markets providing Operational Support Systems (OSSs) in all SBC LEC regions which covers all 13-states. Work one on one with each of my individual Competitive Local Exchange Companies (CLECs) with system support. Assist CLECs in analyzing system issues, as well as Plan of Record release issues of flow through problems.
Support each of my CLECs in any testing efforts for releases of new version updates to Name: Ms.
Monica C Chambers
Address: 2608 Museum Way
#3404
Fort Worth, TX 76107
Phone: 817-***-****
the OSSs. Stand as the CLECs single point of contact (SPOC) with their OSS & test related issues.
Assist each of my CLECs with understanding business requirements to better process their orders correctly. Support CLECs with any and all of their ongoing systems issues until completely resolved.
The support I provide currently is on the wholesale side. But my previous retail experience with the company contributes in assisting the CLECs also. Trained several System classes to support our OSS, (Enhanced Verigate, LEX, etc.) EBTA, Exclaim based knowledge as well as other Access support currently, along with regular OSS support. Internal use of SAP, ACTS, AEN, Exclaim, SORD etc. As an added responsibility, I trained CLECs as needed at the CFL for OSS systems i.e., LEX, Enhanced Verigate, etc. Putting my training skills to use from my previous job experience.
09/2000 - 07/2001
SWBT, DALLAS, TX USA
Manager-OSS Customer Support
Manager in the Mechanized Customer Production Support Center (MCPSC) where I provide business process support to all Competitive Local Exchange Companies
(CLECs) using Operational Support Systems (OSSs) in all SBC LEC regions. Assist CLECs in analyzing error codes, as well as resolving issues pertaining to process flows within each application.
Investigate and analyze Problem Reports resulting from a CLEC reporting a problem with an OSS application.
I support the testing for the CLEC before production. Also support on going testing for the CLEC to test any releases or on going issues on processing orders using the OSS applications.
01/2000 - 09/2000
Southwestern Bell Telephone, Fort Worth, TX USA
Service Representative-Local Service Center
Perform daily test for the Competitive Local Exchange Carriers as a representative for the Mechanized Order Support Center.
Participate on daily conference calls by discussing the outcome of orders sent through LSR Exchange System.
Successfully respond to incoming calls regarding orders processed through LSR Exchange System from the production aspect of mechanized input. 07/1997 - 01/2000
Southwestern Bell Telephone, Fort Worth, TX USA
Service Representative-Business Service Center
Recognized in the top 20% of sales in our district as a result, attended the Victory Circle event during the 3rd & 4th quarters of 1998.
Pressed forward in 1999 to be in the top 15% of sales in our district, and in the 3rd quarter recognized for the Fortune 500.
Assisted new students still in training while they were on job visits to develop their phone skills.
This was all on the retail side of the business market sales. 09/1995 - 05/1997
APAC/UPS Teleservices, Fort Worth, TX USA
Package Information Supervisor
Trained representatives to track and trace United Parcel Service packages, in day and evening classes.
Implemented training course to expand to a 5-week course, which included, 2 weeks of nesting to get the representatives adjusted to their new environments. Supervised a group of 20 representatives and 2 districts as a unit supervisor, during periods when the district manager was in need of floor supervisors. Education:
CLCI- Colorado Springs, CO USA
Certified Professional Life Coach Nov 2022
Inc. - Dallas Baptist University, Dallas, TX USA
Bachelors, Business Administration, 21 Hours Completed, Pursuing completion of degree currently
Inc. - University of North Texas, Denton, TX USA
None, Computer Science, 60 Hours Completed, Began my pursuit of a Bachelor's degree in computer science. 1992-1990
Dunbar High Science & Engineering, Fort Worth, TX USA Science & Engineering Professions, Computer Science, Graduated from HSEP Magnet program with honors.
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