Customer Service Data Entry

Karen L. Butler

email: *******@*****.***

Career Profile

As an autonomous team player, I have proven my ability to enhance sales and customer service support. With over three decades of experience in a fast-paced, deadline-oriented environment, I have provided support for data and voice ordering. My expertise encompasses customer service, service order management, data entry, database administration, and office management. I contribute to my team by offering training and professional development, utilizing my effective communication, interpersonal, administrative, and organizational skills. I have a track record of being an efficient analyst. I have successfully managed multiple tasks and projects, ensuring timely and well-organized execution. I have demonstrated my ability to bolster marketing and sales, advocate for quality assurance, foster team growth, and deliver superior customer service.

Problem Solving

Customer Service

Order Tracking Systems

Database Maintenance

Customer Database Management

Product Service Solutions

Staff Training and Development

Innovative Processes & Solutions

Sales Orders / Data Entry

Product Troubleshooting

Communications

Team Support

Professional Experience

AT&T FSST Ordering/Pyramid Consulting-Oakton, VA 2012 – Present

Customer Service Specialist-Data Entry – Service Order Management

Under direct supervision, I contributed to both pre- and post-sale activities by supporting the AT&T Federal Sales and Support Team. My responsibilities includes gathering information and entering data into ordering systems to facilitate customer orders for wireline telecom services Supports AT&T as an industry partner to government purchasing agencies by utilizing the Networx Enterprise government contract to submit legacy and billing orders.

As an industry partner to government purchasing agencies, I supported AT&T by leveraging the Networx Enterprise government contract to process legacy and billing orders. Assisted the sales team in providing total product and service solutions to customers for mobility needs through devices, accessories, and service plans.

I maintained positive relationships with internal customers, sales, project, and program managers through interactions before and after sales.

In addition, I supported the sales team in delivering comprehensive product and service solutions to meet customers’ mobility requirements through devices, accessories, and service plans.

To ensure customer satisfaction, I initiated escalations and followed up on expedited orders.

I monitored the sales cycle from the receipt of orders to completion, updating tracking databases to ensure timely order fulfillment in line with Service Level Agreements (SLAs).

Lastly, I successfully maintained and provided performance measurement reports/tools using Microsoft Excel, Word, and Outlook.

SPRINT / NEXTEL, Reston, VA 2011 – 2012

Customer Service Representative I

I supported customers by addressing their inquiries through telephone or computer-based communication. I issued trouble tickets to promptly resolve circuit-related issues.

I assessed the severity of customer outages and offered solutions for billing, technical, and account issues, thereby enhancing efficiency. I also ensured the accuracy of customer account setups. Provided feedback on the efficiency of the customer service process through database monitoring.

Through database monitoring, I evaluated the efficiency of the customer service process and provided feedback.

To enhance our customer service, I proactively reached out to customers for their feedback on their experiences.

I adhered to all established operational policies, procedures, and protocols for customer support and sales.

AT&T OPERATIONS, Piscataway, NJ / Oakton, VA 1999 – 2009

Customer Sales and Services Specialist

I streamlined the handling of customer service requests by identifying product and service issues, resolving circuit design problems, and inputting accurate customer data and issues. I diligently monitored all orders placed daily and provided a weekly report to the manager.

I developed an innovative order tracking system that enhanced the surveillance of service order requests across multiple order input systems. I educated my colleagues on the effective use of the AT&T ordering input system (USRP), leading to an improvement in customer service.

The support systems I utilized included USRP, OCSS, POCITS, SOTS, and SARAH

AT&T OPERATIONS, South Plainfield, NJ 1990-1999

Service Order Administrator

I oversaw the order request pipeline, aligning it with customer purchase orders and corporate projects, while operating in a fast-paced, deadline-oriented environment.

I guaranteed the precise and prompt fulfillment of order requests.

I carried out a variety of administrative duties, such as maintaining records and handling new AT&T product and service requests generated by the AT&T ordering system (OCSS).

AT&T COMMUNICATIONS, Cedar Knolls, NJ 1986-1990

Senior Operations Clerk

I responded to AT&T maintenance calls, assessed the caller’s requirements to generate high-quality trouble ticket reports in the appropriate support systems, and allocated the correct severity or priority code to each ticket.

I generated administrative search and located tickets for circuits identified in trouble tickets.

I supported technicians in locating circuit information through TIRKS.

I contacted customers daily to give updates on the status and progress of their initiated trouble tickets.

Technology Summary

Microsoft Office Suite (Word, Excel, PowerPoint)

Data Entry and Database Management

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