Operations Support Specialist Resume Summary

Josephine Freeman-Jamison

*** **** *** ******, *** #4-B, New York, NY 10027

(T) 212-***-**** (Alt) 917-***-****

(E) **********@***.***

Professional Summary

Seasoned Customer/Administrative Support Professional with 30+ years' experience, a passion for helping others, strong organizational/computer skills and outstanding verbal and written communications. Detail-oriented, dedicated team player with exceptional work ethic, professional integrity and the ability to work independently with minimal direction. Charismatic individual adept at managing multiple priorities while fostering positive relationships. Professional Experience

2/1992 - 9/2022 Verizon, New York, NY

Held multiple administrative and customer-facing positions throughout 30-year tenure and several company mergers/name changes (New York Telephone, NYNEX Corporation, Bell Atlantic Corporation and Verizon). Assisted customers with phone and internet issues including scheduling/rescheduling technician appointments, confirming appointments and proactively advising customers if technicians were running late.

Escalated customer issues to supervisors as necessary. Worked with customers to resolve billing disputes, applying credits as needed. Created repair tickets for copper and fiber telephone/internet lines. Assigned and dispatched work to Field Technicians based on technician-specific attributes

(climbing and/or floor level restrictions at multi-level buildings, etc.) Assisted Field Technicians with checking in and out of jobs when tablets failed on-site. Communicated with Field Technicians to close out work upon completion. Worked in conjunction with Management, Field Managers, Field Technicians and other personnel on a daily basis.

Performed administrative duties including answering telephones, transferring calls, taking messages, filing, clerical work and document preparation. Prepared classrooms for on-site courses in Microsoft Word, Word Perfect, Excel, etc. Kept records of employee course completion.

Posted announcements when course dates/times were canceled or rescheduled. Operated cordless console equipped with keyboard and monitor for Microsoft data system. Consistently maintained pleasant and professional demeanor while assisting customers and internal personnel.

Administrative Assistant / Dispatch / Call Center Support Representative / Operator 1/1986 - 2/1992 Hunter College, New York, NY

Set up and maintained filing system, ordered office supplies and answered phones. Prepared reports and maintained appropriate activity and incident logs as directed. Provided information and assistance to faculty, staff, students and visitors. Operated electronic surveillance system, escorted individuals, and performed identification checks.

Communications Key Monitor / Clerk

Education

Empire State College-SUNY, Saratoga Springs, NY

2002 Bachelor of Science Degree Human Services

Contact this candidate