Customer Service Project Management

GAIL C. JOHNSON

404-***-****

********@***.***

PROFILE

A purposeful individual with repeated success utilizing over 40 years of expertise in telecom, customer service, training and new product testing and implementation. Excellent communication skills, problem solving and proficient in Microsoft products.

EXPERIENCE

Number Sentry – Manager – 2021 – 2024

This is a new telecom provider committed to customer’s goals and providing excellent service by engaging with the customer to understand their needs and goals of daily operations. I was responsible for ordering telephone numbers, provisioning the numbers as required by each customer. I created documentation and job aides to support each area of implementation and service activation I was responsible for. Each step in the path of customer activation was designed to provide a positive experience for our customers and enable them in turn to provide their customers with excellent service.

TEOCO/VERO– Manager - Implementation and Customer Service – 2008 – 2021

My area of responsibility was working with existing telecom clients to terminate and cost calls more efficiently. After the new software was enabled, I collaborated closely with their employees to ensure they understood the new products and processes. I conducted training onsite to give their personnel firsthand experience with the systems. I created job aides to ensure each person could support the process to the best of their ability. After training I was the main point of contact with any questions or issues that arise.

KMC Telecom – Manager – Customer Implementation and Maintenance 2000 - 2008

I managed a group of employees responsible for defining and maintaining telecom services to individuals and large corporations. We had service implementation deadlines and quality measurements we followed to provide the best service to each company or alternate provider. I developed training documentation and manuals for each customer service implementation to ensure full understanding and continued support. Conduct onsite training with the customers to ensure they understand the products, and how to best manage their customers.

Bellsouth – Manager – 1980 – 2008

One of my most engaging assignments was with BellSouth. I was team lead for the implementation of new telecom service offerings in a nine-state region. These offerings included following federal guidelines to properly implement Local Number Portability, enabling Calling Name and Number Delivery, Area Code Splits and 911 Emergency Service Implementations. I managed teams that collaborated closely with employees in each state to ensure their understanding of the service, how to implement and test functionality and how to support end users in all facets of the service.

EDUCATION

Various training to support all facets of the telecom industry to ensure knowledge of products, quality control test and turn up, customer service, SQL, and Microsoft products. Attended various telecom training to support different services, service offerings. Attended offered time management and project management courses.

SKILLS

Communication to ensure customers or coworkers understand the services and products, steps to take when they require additional details, and confidence. I want everyone to know and use every tool and system to the best of their ability.