Senior Data Entry and Customer Service Leader

RICKEY JOHNSON

Austin, TX *****

972-***-**** - ********@*****.***

PROFESSIONAL SUMMARY

Dedicated and detail-oriented professional with over 23 years of experience at AT&T, specializing in data entry, customer service, remote testing of Digital and analog circuits, and management. Proven Ability to streamline processes, enhance customer satisfaction, And lead teams to achieve organizational goals. Excels in high-pressure environments and adapts quickly to new technologies SKILLS

• Team leadership • Project management

• Strategic planning • Resource allocation

WORK HISTORY

01/2021 to 01/2023 Manager Customer Service Center / Senior Data Entry Specialist AT&T – Richardson, Texas

Managed data entry processes, ensuring accuracy and efficiency across various Provided exceptional customer service, resolving inquiries and issues promptly, leading improvement in customer satisfaction scores

• Team performance evaluation on each member each month

• Weekly meeting with the team on new processes

• Worked Remotely

01/2016 to 01/2021 Field Load Analyst Manager/Data Entry Specialist AT&T – Dallas, Texas

• Conducted morning meetings with Field Tech Managers for workloads

• Assigned equal workload to field techs per availability

• Spoke with techs pertaining to jobs assigned

• Reassigned jobs to techs due to customer business outage down time

• Spoke with customers for person of contact for field tech information

• Preassigned techs workload for next day

• Worked Remotely

01/2004 to 01/2016 Network Center Technician

AT&T – Dallas, Texas

• Analyze circuit layout and design per customer request

•

Designed Analog, DS0, DS1 DS3 circuits assisted Central Office and Field Tech pertaining to equipment to install

• Circuit design provisioning and part ordering •

Designed circuits for Southwest and Midwest Regions 07/2000 to 07/2004 Network Center Technician

AT&T – Richardson, Texas

•

Remote troubleshooting of Analog, DS0, DS1, DS3, Optical,Multi-Optical Networks Used WFA (Workforce Admin) ticket generating, REACT2001

(Remote Access for troubleshooting) with remote computer access to isolate issue in customer's complete network

•

Used NMA (Network Monitoring Access) to detect alarms and issue prior to customer's awareness of any problems

•

Operated GRETA (GUI interface with WFA) for visual isolation on computer screen and precise dispatching to exact location

•

Remotely accessed Hekemian test equipment placed in Central Offices to access telecommunication networks for monitoring and troubleshooting isolation • Conducted TIRKS (Record Line Data Information) to access customer records with privacy guidelines enforced

•

Applied exceptional communication skills through taking calls from clients

(internal and external) generating trouble tickets, isolating telecommunications networks and dispatching technicians for timely repairs

•

Performed Digital Cross Connects remotely using FLEXCOM applications and NRS (Network Reconfiguration Systems) to change customer's networks upon request

• Isolated using Tellabs equipment on Analog resistive multi-point bridges EDUCATION s

01/1987 Associate Degree: Electronic Engineering ITT - Arlington, Texas

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