Data Entry Representative
Resume:
Dawn Rauer
Pennsauken, NJ. 08109
*********@*****.***
OBJECTIVE To obtain a lucrative position that will enable me to utilize my skills and abilities.
EDUCATION
1983 Northeast High School – High School Diploma – Philadelphia, PA.
1983-1985 Philadelphia Community College – Philadelphia, PA.
1985 International School of Travel – Travel Agents Certificate – Philadelphia, PA.
EXPERIENCE AMERICAN EXPRESS, MT. LAUREL, NJ.
TITLE: CUSTOMER SERVICE / ADMINISTRATIVE / TELECOM ANALYST – ROUTING
DATE: April 1998 to August 2007
Knowledge/Experience/Skill:
Strong attention to detail and sense of urgency.
Very strong consultative skills and excellent understanding of call centers.
23 years + experience in the telecommunications and customer service industry.
Outstanding analytical, customer service and team working skills.
Able to multi task and work in an environment of high pressure and frequent change.
Basic general knowledge of PBX/Key systems workings and telecommunications networks.
Excellent technical and problem solving skills.
Knowledge and fluency with PC software (Word, Excel, Access, Lotus Notes databases, spreadsheets etc.).
Strong verbal and written skills.
Six Sigma Green Belt training (Oct. 2004)
Best call delivery type for call centers.
Vendor dispatch or handle in-house
Ensure inventory database integrity.
Provides consultation and recommendations for toll free call delivery solutions (Time of Day, % allocation etc)
Review the billing for new services to determine accuracy and then explains the billing to site management.
EXPERIENCE: MCI Telecommunications, Mt. Laurel, N. J.
TITLE: NATIONAL ACCOUNTS IMPLIEMENTATION COORDINATOR II
DATE: June 1995 – April 1998
POSITION SUMMARY:
Troubleshooting and software implementation via Outlook trouble tickets of Microsoft Network with SLA due dates to not exceed required standard time lines.
Oversee implementation projects and installation of dedicated telecom service
Offered by MCI. Voice, Data, Internet and Frame Relay.
Supported Mid-Market and National Accounts
Order tracking using MCI Systems and Microsoft Word and Excel to
maintain customers records Interface with telephone vendors to determine correct applications of MCI Network to customers phone system prior to installation of circuits.
Assign and build customers 800 numbers on voice circuits using MCI
systems for Alternate Routing, Time of Day, Day of Week, Extended
Call coverage
Activate all services with customers and make sure everything is
working properly as to insure revenue.
Work with MCI terminal technicians to enable service to customers
Satisfaction.
Strong attention to detail and sense of urgency.
EXPERIENCE: Bell Atlanticom Systems Inc.- Burlington, N. J.
TITLE: CONTROL COODINATOR REPRESENTATIVE
Primary function is the analysis of all dispatch labor.
Service Order and installation responsibilities
Complex customer billing inquiries as well as internal billing issues.
Review daily tracking reports to ensure orders are being processed in a timely manner.
Identify and escalate to upper management aging Customer Service Orders.
Review completed customer service orders for accuracy.
Substitute for any role within the Control center at a moments notice
due to illness, disability, etc.
DATE: May 1990 – June 1995
REFERENCES: Will be furnished upon request.
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