Customer Service Quality Control

Elena Cruz

Newark, CA

510-***-**** – Home

510-***-**** – Mobile

*************@*****.***

Summary

Over fifteen years experience in administrative support and accounting for a global telecommunications industry. Highly motivated with strong organizational skills and ability to multi task in a fast-paced environment. Excellent interpersonal communication skills with proven an ability to provide customer service.

Professional Experience

Service Order Administrator

At&t Voice Service Delivery Center, Pleasanton, CA

1995 thru 2010

• Writes customer orders received from internal Order Specialist thru service delivery

management system.

• Create new account for customers. Update customers account by inputting data for billing

and provisioning orders.

• Maintain and exceed a work volume of 40 orders per hour.

• Responsible and maintain accuracy and timely manner in order to meet customers

expectation.

• Completed 6 weeks of basic training as service order writer followed with on the job training. •During the course of training which consist of learning different acronyms, critical dates, codes

and different customer accounts.

• Recognized by Management as a reputable Subject Matter Expert by providing subject matter

advice to resolved complicated orders.

• Assist Order Specialist to provide a high level of customer support, which includes participating in

conference calls to resolve issues.

• Trained newly hired Service Order Administrator and assisted coworkers in meeting work volume.

• Recommended and wrote verification procedure which improved quality control and production.

• Identified billing errors incurred by Order Specialist that resulted in over $1 million in increased

revenue.

• Verified orders for accuracy and made necessary adjustments.

Skills

• Circuit Provisioning

• Customer Support

• Sales Support

Elena Cruz Page 2

• Data Entry

• Automated Service Request (ASR)

• 10-Key Calculator

• Proficient in MS tools

Education and Training

At&t School of Business, Pleasanton, CA

• Microsoft Office

• Effective Listening

• Effectively Managing Stress

• Making Teamwork Happen

• Degree in Secretarial Science – Philippines

• References will be provided upon request

Contact this candidate