Support Analyst Customer

LATONYA TOYETTE HORNE

Charlotte, North Carolina *8214 704-***-****

************@*****.*** www.linkedin.com/in/latonya-horne

SUMMARY

An accomplished and results-oriented project manager with extensive experience in administrative support, clerical work, project coordination, telecommunications, provisioning systems, internal and external escalations, quality control, vendor relations, and strategic planning. Demonstrated track record of effectively presenting information and responding to questions from managers, clients, customers, and general public to achieve organizational goals. An adaptive and flexible leader who engages cross-functional team members and builds relationships, driving business growth and promoting excellence.

TECHNICAL SKILLS

WinCare, MetaSolv Solutions (M6 and ASAP), Jira, TCB, Microsoft Office Suite, LAN-Based Windstream Systems, ADP, iNOW, Outside LEC GUIs, VeraSmart, Forklift Driver, CRM, Internet

EXPERIENCE

E4E Relief (Seasonal Contract through Sparks Staffing Group) Charlotte, North Carolina

Disaster Assistance Processor – July 29, 2024-March 14, 2025

Deliver direct services in support of employee disaster relief, to include, where appropriate, providing immediate turnaround of applications, processing checks, facilitating grant distributions and conducting additional due diligence as required.

Review grant requests; collect, organize and analyze information from grant applicants to verify requested need and to assure all grants are awarded in accordance with the appropriate program guidelines.

Exercise independent and collective reasoning when evaluating grant application requests and approve grant awards in accordance with program policy and relevant IRS guidelines

Escalate cases as appropriate consistent with the Employee Relief Fund Policy grant review and approval guidelines.

Deliver prompt, professional, and highest quality service and assistance to grant applicants throughout the entire application and review process via telephone and e-mail

Process award and decline notifications.

Maintain accurate and complete financial records

Identify opportunities, issues and trends within Employee Relief Programs and notify appropriate team members.

Assist with special projects as needed

Call Center Representative-Handling inbound calls, assisting customers with any questions asked.

WELLS FARGO (Contract through Beacon Hill Staffing Group) Charlotte, North Carolina

Business Administration Associate - May 5, 2023-March 1,2024 Contract Ended

• Identified and assessed redundant ring circuits resulting from location closures, optimizing network efficiency.

• Led efforts in collaboration with the Provisioning Team to systematically disconnect child circuits on DECOM Rings, ensuring a streamlined decommissioning process.

• Played a pivotal role in the financial aspect of network management by actively assisting in calculating cost savings achieved through the disconnection of circuits.

• Established and maintained effective relationships with external vendors to efficiently manage circuits that are no longer in use, contributing to overall network optimization

Windstream Communications Charlotte, NC

(Windstream Communications Purchased PAETEC Communications 2011; US LEC Corp. Merged with PAETEC, March 2007)

20 plus Years of Service with Windstream Communication

Analyst I – Access – August 2016 to January 2023 Laid-off

-Duties include reducing costs to return value to shareholders as a provisioner. Disconnecting circuits that are no longer needed. Also restore circuit that have been disconnected in error.

Working in multiple provisioning systems (ASAP, MSS, etc) and responsible for ordering and provisioning with ILEC’s, CLEC’s and internal departments.

Able to provision T1, T3, Optical, Ethernet, and NNI level orders.

Process all associated DS3 order paperwork which may include filing, scanning, or archiving.

Keep all order/circuit notes and reference data maintained accurately and timely.

Responsible for reviewing CLR accuracy before ASR/LSR submission.

Responsible for updating TCB for the purpose of forecasting, reporting, and internal/external WIP tracking.

Interface with LEC/vendor for resolution of provisioning questions/issues.

Handle both internal and external escalations.

Ability to perform quality control root cause analysis and able to train others on opportunities that may arise.

May be needed to perform other related duties as required.

Proficient in Wincare, MetaSolve Solutions (M6 and ASAP), Jira, TCB, Microsoft Office/Windows and other LAN Based Windstream Systems, iNOW, Outside LEC GUIs

Specialist-Project Management – September 07, 2014 to August 2016

-Duties includes developing and maintaining the relationship with our partners/dealers/customers. Comprehensive management and oversight of all projects is expected. The SPM will monitor the orders from Service Delivery Accepted through Install for cross-network orders. Through this process the SPM will establish project plans; be the single point of contact for the orders; drive the projects to meet milestones; ensure that requirements are met for project deliverables and results.

Project manages the implementation of multi-location circuit-based customer orders.

Manage multiple active customer projects simultaneously.

Serve as the single point of contact to the customer throughout the project and as a liaison between the internal Windstream groups, customer and vendors during the implementation of customer project orders.

Responsible for the development, planning and management of all aspects of the project implementation in a timely and smooth process. This includes, but is not limited to the following:

Identification and understanding of the project scope, customer expectations, constraints and requirements

Creation and communication of a realistic project plan

Management and execution of the project plan tasks and timelines

Identification of project team members and roles

Development and management of project issues log

Completion of assigned tasks within the schedule and budget guidelines

Data collection and analysis in support of key indicators and project status

Create customer project order tracking workbook and provide timely status updates to all involved in the project, including the customer, vendor and Windstream team members.

Escalate as needed to ensure project orders are moving according to project schedule.

Maintain and distribute project documentation including project plans, project schedule, project team member contact information and responsibilities, meeting agendas, meeting minutes, action items, key action log, project status and update reports.

Identify, document, mitigate and track project risks and issues that may impact meeting the project goals. Escalate as needed when issues cannot be resolved at the business unit level.

Lead cross-functional meetings and work with project team members to identify and resolve project gaps or issues.

Conduct post project reviews to identify areas of improvement.

Proficient in CRM, Wincare, Express, BPMS, Remedy, MetaSolve Solutions (M6 and ASAP), iCare, Microsoft Office/Windows and other LAN Based Windstream Systems

Project Coordinator I - August 01, 2011 to September 07, 2014

-Duties includes tracking, scheduling and coordinating of all aspects of a new customer order, MACD as well as move orders. Responsible for planning and scheduling each customer through whole life cycle of provisioning process. Provide the customers a consistent experience, being the single point of contact throughout the entire order.

Project manages the implementation of multi-location circuit-based customer orders.

Manage multiple active customer projects simultaneously.

Serve as the single point of contact to the customer throughout the project and as a liaison between the internal Windstream groups, customer and vendors during the implementation of customer project orders.

Responsible for the development, planning and management of all aspects of the project implementation in a timely and smooth process. This includes, but is not limited to the following:

Identification and understanding of the project scope, customer expectations, constraints and requirements

Creation and communication of a realistic project plan

Management and execution of the project plan tasks and timelines

Identification of project team members and roles

Development and management of project issues log

Completion of assigned tasks within the schedule and budget guidelines

Data collection and analysis in support of key indicators and project status

Create customer project order tracking workbook and provide timely status updates to all involved in the project, including the customer, vendor and Windstream team members.

Escalate as needed to ensure project orders are moving according to project schedule.

Maintain and distribute project documentation including project plans, project schedule, project team member contact information and responsibilities, meeting agendas, meeting minutes, action items, key action log, project status and update reports.

Identify, document, mitigate and track project risks and issues that may impact meeting the project goals. Escalate as needed when issues cannot be resolved at the business unit level.

Lead cross-functional meetings and work with project team members to identify and resolve project gaps or issues.

Conduct post project reviews to identify areas of improvement

Proficient in CRM, Wincare, Express, Power Term (WFM & MIROR), DCRIS, CAMS, BPMS, Remedy, MetaSolve Solutions and other LAN Based Windstream Systems

Network Service Technician, Tier I - March 2007-October 2010 Downsized

-Duties include managed customer relationships, create and update trouble tickets for customers and vendors, and utilize multiple systems to pinpoint a customer issue. Answer all inbound calls from our customers regarding any trouble or service issue they might be experiencing. Perform first level troubleshooting to resolve an issue with the customer on the phone. Utilize and multi-task between many systems to verify the services a customer has with us and to ensure they are setup correctly. When unable to resolve an issue, create and dispatch a trouble ticket to our Network Operations Center with all the required customer and product information. Manage customer relationships over the phone and email and show an empathetic response during customer critical situations. Engage and escalate to the appropriate subject matter experts as needed in other back office groups. Provide ticket status to customers in the event of a major service interruption; Perform ANI adds in NAVIS to resolve LD service issues. Perform Call forwarding/DTO requests in NAVIS; Assist NOC Technicians with status to customers and checking updates in VTAG.

-Accomplishments: Most Productive-June 2009, Employee of the Month-January 2010

Employee Recognition Coordinator – March 2006-March 2007

-Duties include assisting with employee relations activities and ensure that US LEC new hires and terminations are processed in Ceridian in a timely manner by performing the following duties:

Activate and maintain building access badges for all employees.

Coordinate Company Store website and maintain supplies. Allocate and maintain long distance access codes for all employees.

Coordinate monthly birthday festivities.

Responsible for ordering and distributing awards for all employee recognition programs, which includes organizing lunches and dinners for US LEC years of service program.

Coordinate company events for holidays, charitable organizations and “Just To Say Thank You” events. Back up receptionist as needed.

Good interpersonal skills.

Manage vendors internal and external.

Proficient with PC, LAN/WAN, and general office software such as Outlook, Internet, MS Word, Excel, Access, PowerPoint, MS Project, Publisher and other graphic software.

Able to write reports, business correspondence and procedure manuals.

Able to read, analyze and interpret general business periodicals, professional journals, technical procedures and governmental regulations.

Able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Manage the Leave of Absence, FMLA, and Workers Comp Benefits.

-Accomplishments: Certified Human Resources Assistant

Employee Relations Coordinator – September 2003 – March 2006

-Duties include duties and responsibilities listed in present job and those that follow:

Handle tracking and filing of signed original disciplinary actions as well as entering them into HR system.

Order and distribute updated State and Federal postings.

Assist Staffing with travel arrangements for candidates coming on site to for interviews. Create the candidates itinerary for the day. Also assist in conducting job fairs.

Assist the Manager of Employee Relations and the Vice President of HR with special projects.

Preliminary completion of Unemployment claims. Forward to Unemployment Dept’s following my completion and files claim in each individual’s Personnel file.

Human Resource Assistant – September 2000 – September 2003

-Duties include insuring notification of new hires, transfers, and temporaries/contractors and supplies new hires with all new hire paperwork, badges and long distance access codes. Also included occasional special projects and assisting Employee Relations as needed.

Avdel Cherry Textron, Stanfield, NC 1999-2000

PPAP/Lab Technician

-Duties include preparing AIAG format PPAP documentation, performing inspection of rivets using simple hand tools and optical comparator; performing testing on tensile and sheer equipment. Supporting the QA Manager in customer complainants. And communicating with all affected organizations and customers on quality issues.

-Special Task: working with the QAD system, Internet, and Microsoft Office/Windows95 including: Access, Excel, Word, PowerPoint, Project Manager and Microsoft Outlook. Also have telephone, problem solving, and math skills.

Cookson Fiber, Ansonville, NC 1998-1999

Process Technician

-Duties included monitoring the over-all quality of the yarn, by checking the mechanical working condition of the machines and process of making the yarn and also physically checking the finished product.

Collins & Aikman, Salisbury, NC 1991-1998

Industrial Engineer Technician, 1995-1998

-Worked with I.E. team in a lamination, die cut, sewing, and fabrication operation producing automotive interior product for 32 suppliers and 39 customers

-Duties included quoting new business and process; designing packaging of product; creating work methods, work stations, and procedures for new jobs; work measurements/time studies; communicating with customers and suppliers concerning packaging and quality issues; assist in preparing Standard Cost Budgets; special cost saving projects and monitoring and investigating gains and losses in labor cost.

-Special Task: working with the AS400/BCPS system and MicrosoftOffice/Windows95 including: Access, Excel, Word, PowerPoint, Project Manager, AutoCAD and Rflow.

-Accomplishments: Certified Combination Method Engineering/Time Study, Certified QS 9000 Auditor, and 5 years Perfect Attendance.

SPC Technician, 1993-1995

-Duties included monitoring the capability of C&A’s carpet by designing check fixtures and mylars for each part, coordinator for PPAP and APQP team, FMEA’s, Control Plans, Process Flows, SPC Gauge R&R and customer specific plans, new product launch team and lad testing; prepared monthly capability reports to the customer containing capability studies.

-Special Task: working with the AS400 BPCS system, Nutshell, SQC Pack, Lotus, Typewriter, and Calculator.

Forklift Driver, Albemarle, NC 1991-1993

Stanly Community College, Albemarle, NC 1991

Work Study Program

-Duties included typing, answering the phone, filing and grading papers

EDUCATION

Stanly Community College, Albemarle, NC 1989-1991

-Associate in Applied Science Degree in Computer Engineering Technology

ACTIVITIES & AWARDS

Treasurer of Student Government Association

President’s Leadership Award

Electronics Club

Dean’s List

Albemarle Senior High, Albemarle, NC

Diploma; College Preparatory Curriculum

References upon request

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