Operations Specialist Direct Support

Cynthia Johnson Brann

Cary, NC *****

919-***-**** ***********@*****.***

Verizon Wireless Cary, NC

Analyst

Jan 2019-Sep 2024

●Updates customer data to ensure accuracy for billing, system use and sales location

●Maintain and respond to auditing data checks to allow for accurate data to ensure proper compensation for SMB representatives

●Coordinate with outside departments to ensure SLAs are met

●Custom reporting to provide detailed and specific billing information to customers, sales representatives, and management

●Schedule meetings, update calendars, and prepare materials for Management meetings with Coordinators and Analysts

●Receive requests via internal CRM ticket system (SalesForce) to provide direct support to external field sales agents and add updates and comments of resolution

●Prioritize and respond to critical Tier 2 customer issues

●Monitor incoming requests queue and triage as needed

●Provide conflict resolution with customers & Divisions, ensuring satisfaction for all parties

SAS Cary, NC

Senior Associate Business Operations Specialist

2006-December 2018

Utilized Agile Methodology for customer orders, software defects and

workflow planning

Analyzed software development usage and test ordering scenarios

Interacted with internal customers regarding current and developing

Software release cycles

Collaborated with Operations to confirm new software releases met project requirements and deadlines

Built relationships with Legal, Contract and Testing Departments to improve collaboration

SAS Cary, NC

Sales Assistant

January 1997-January 2006

Generated Legal sales agreements for US customers of SAS

software

Ensured internal pricing and policy requirements were met with

sales contracts

Communicated via phone and email with customers in relation

to sales questions and documentation

Maintained knowledge of software and services pricing

Acted as a liaison between internal and external customers for sales support

North Carolina Department of Transportation Raleigh, NC

Human Resources Administrator – Hiring & Records 1991-1996

Managed employee records; including various types of documents

Employee verification and records

Assisted with Workers Compensation and disability leave

Onboarding and offboarding of seasonal highway workers and temporary positions.

Maintained personnel records and ensure accuracy of confidential personnel data.

Education

Bachelor of Science (BS) – Sociology, North Carolina State University, Raleigh, NC

Associate of Science (AS) – Caldwell Community College and Technical Institute, Boone, NC

Tech Skills

Microsoft Office Suite/365

Google Suite/Google Sheets

Teams, Zoom and WebX conferencing

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