project manager, customer service, call center

BECKY A NORTON

**** ******** ******, #**** ***** 510-***-****

Emeryville, CA 94608 e-mail *****@*************.***

A successful communications manager with extensive expertise in call center operations. Particularly effective in managing personnel, motivating sales teams and managing and reducing overhead expenses. Recognized on numerous occasions as being among the top 5% of management employees for performance with a top ten company according to Fortune Magazine.

PROFESSIONAL EXPERIENCE

AT&T Area Manager, Billing Service (San Ramon, CA) 2007-2009

Supported 7-8 Billing Service Managers who supported 41 Signature clients (American Express, Mass Mutual, Starwood, etc). Managing projects/accounts worth over $1.7 Billion annually

• Project Manage cross-functional teams involving team members from Legal, Sales, Billing, and Contracts. Oversee auditing accounts, contracts.

• Provide coaching and disciplinary action, & develop career plans customized for each direct report. Through partnering, was able to ensure team success.

• Coordinate system training, job aids and support for direct reports and customers.

• Prepared and presented monthly reports on audit results, status of accounts receivable, customer satisfaction for AT&T senior management meetings.

• Position was 95% telecommute.

AT&T Billing Service Manager (San Ramon, CA) 2006-2007

Single Point of contact regarding all billing issues to insure AT&T is exceeding expectations.

• Provide escalation point for all issues with disputes. Audit accounts, contracts.

• Conduct conference calls and face to face meetings with external clients and internal partners for status updates

• Coordinated Training efforts and prepared job aids for external clients.

• Position was 85% telecommute.

SBC Billing Executive Manager (San Ramon, CA) 2004-2006

Single point of contact for several major accounts to provide one source for the customer.

• Conduct team meeting conference calls, and face to face meetings with internal teams, external vendors, and the client to insure SBC is providing best service.

• Provide individual billing support to executive complaint customers. Audit accounts, contracts.

• Position was 70% telecommute.

SBC Telco Manager GMCC Billing (San Francisco, CA) 2002-2004

• Managed 19 service reps dealing with Global accounts and billing issues.

• Attended major customer face-to-face meetings to personally review billing disputes and provide escalation support.

• Responsible for scheduling, hiring, training, coaching, developing all areas of job performance including sales, attendance, and effectiveness with others.

• Created process documentation, job aids, and facilitated "in-house" training to enhance the reps knowledge.

• Mentored new managers to develop their managerial skills and understand AT&T processes.

• Achieved President Club honors for two years for team results.

Southwestern Bell Telephone Manager Complex Call Center (Tulsa, OK) 1998-2002

Responsible for revenue and product goals while ensuring customer satisfaction.

• Responsible for leadership, training, coaching, and motivating a team of service representatives.

• Mentored management candidates to prepare them for advancement.

• Achieved President Club honors for 2 years for team results.

Southwestern Bell Telephone Service Representative (OKC, OK) 1997-1998

Advanced Technology Specialist

• Designed, sold and implemented phone systems, e.g. Nortel, Avaya, ISDN, and Plexar systems.

• Coordinated meetings with technicians/ RSC/ BSC offices to increase referrals to the team and generate more sales opportunities.

• Trained peers prior to official product training.

Southwestern Bell Telephone Service Representative (OKC, OK) 1996-1997

Business Service Center Sales

• Negotiated sales of business lines, network services, Voicemail, and Customer Provided Equipment.

• Fortune 500 winner for 5 quarters as well as achieving Best of the Best winner two years straight.

• Developmental Coach for eight new reps, identifying strengths/weaknesses.

• Created job aids. Escalation lead for other representatives

Service Representative, Residence Sales Office (OKC, OK) 1993-1996

Residence Sales Office

• Negotiated sales access lines, network services, Voicemail, and complex orders.

• Developmental coach for new RSC service reps.

• Fortune 500 winner ten quarters in succession and Best of the Best for three years.

• Developed Job aids. Developed ideas to motivate office sales.

Service Representative, Residential Sales (Ardmore, OK) 1982-1993

Billing Office

Negotiated Sales of lines, network services, Voicemail, CPE and investigated, adjusted and explained bills and complex orders. Developmental coach of new RSC representatives. Masters Club, 1986, and 1987.

EDUCATION

AT&T:

• Principled Centered Leadership

• Managing People and Performance

• Problem Solving and Decision Making

• Root Cause Analysis

• Microsoft Office: Word, PowerPoint, Excel

PROFESSIONAL REFERENCES

Professional references will be provided on request.

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