Customer Service Representative, Telephone special circuit installatio

*** *. *****, ******, ** ***** – 918-***-**** – ********@*****.***

Ruth McDonald

Objective

To obtain a position using proven skills.

I believe I can be a great asset to your company. I’m a hard worker that requires little supervision and a quick learner. I put a lot of pride and integrity in my work and consistently earn the highest ratings in customer service quality surveys.

Employment Skills

• Skilled in customer service, handling customer inquiries and representing the company in a professional and businesslike manner.

• Experience with regulated environment.

• Skilled in billing inquiries and collections.

• Worked directly with engineers and technical staff in configurations and upgrades.

• Skilled in troubleshooting systems accurately and effecting prompt repairs to maintain operating efficiency.

• Able to co-ordinate and direct all phases of project-based efforts while managing, motivating and leading project teams.

• Experienced with line encapsulations: Frame Relay, ISDN, PRI, BRI, T1, DS-n, ST-n and OC-N.

• Familiar with WAN and LAN networks.

• Skilled in circuit design, interpretation and development.

• Effectively schedule, monitor and inspect all work from start to customer orientation.

• Co-ordinate installation, crew’s routings and access to facilities.

• Skilled in decision-making and problem-solving and can effectively handle multiple priorities.

• Utilized proprietary software for entering customer information into a computerized database.

• Selected to coach and mentor new employees.

• Adhere to safety policies, procedures and codes.

Experience

07/13/2009 05/29/2012 Customer Service Representative/Tech Support I

Rocket Gaming Systems 66201 E. 290 Rd. Grove, OK 74344 Working conditions

Assist customers over the phone with station/network/server problems associated with company gaming stations installed at their facility. Verify Jackpots for proper payment and gather logs supporting the win from stations remotely. Remotely access servers to assist in clearing Point of Sale issues, RAM clearing and reconfiguring player stations. Assist field technicians in clearing trouble tickets and/or Service Request for facility. Monitor testing of newly developed stations in preparation for distribution to the facilities.

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03/13/2009 07/10/2009 Cashier

Wal-Mart Acquired full time position

268 S. 7th Street

Vinita, OK 74301

Greet and assist customers. Scan and bag items presented by customer for purchase. Process cash, check, credit or debit transactions. I also processed WIC and public assistance transactions.

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10/01/2000 5/31/2007 Network Center Technician

AT&T Retired

3303 Weslayan

Houston, TX 77027

Installed, tested and maintained special high-speed circuits for customers and company network. Requirements were extensive analog, digital and electrical knowledge. Used electronic test equipment and systems in analyzing, administering, repairing, maintaining and testing communications and related equipment. Perform required maintenance including analyzing output messages of systems, analyzing trouble indications, customer trouble reports and taking action to correct malfunctions. Reviewed and interpreted documents such as service orders, circuit diagrams, trouble analysis manuals, translation guides and automated test results. Worked with internal and external customers to maintain network reliability for new and existing services. Since most testing was done remotely, extensive computer knowledge was also required. Working with customers required a professional attitude at all times, good communications skills, scheduling and record keeping. Complaint management between the company and the customers was also resolved by myself. I often worked into deep nights on major cut-overs with little or no supervision. I also worked special projects such as the widening of I10 through Houston.

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3/01/1998 09/30/2000 Dispatcher

SBC Communications, Inc. Bid on better position.

11930 Airline

Houston, TX 77037

Dispatched the maintenance crew for the entire East Texas area (Houston to Beaumont to Jasper). Required to dispatch repair persons on a 7 day schedule for timed (FCC regulated) tickets. Required to contact customers for direction, clarify trouble reports or explanation of time required for repair. Coordinate between repair persons and construction.

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11/09/1981 02/28/1998 Service Representative

SBC Communications, Inc Bid on better position.

3303 Weslayan

Houston, TX 77027

Over the 17 years on this job the job duties changed several times due to diversification. I worked in all positions over the years. All positions except collections have a sales quota.

Orders Dept. - Worked with customers over the telephone to establish, move or disconnect their telephone services. I was responsible for customer interview to determine services they were eligible for and offering various additional services. I entered orders directly into the computer database. I negotiated due dates and access with the customer. I was responsible for clearing facility and construction problems by the due date. If I was unable to clear trouble by the due date I was required to re-contact the customer, explain the delay and re-negotiated the due date. I was authorized to adjust installation charges as required for customer satisfaction. I worked many special projects such as plat layout for new subdivisions, the Republican National convention and the Houston directory close before the function was split into another subsidiary.

Billing Dept. - Worked with customers over the telephone to explain bills, billing procedures, long distance charging and make payment arrangements. I had authority to adjust the customer’s bills via billing credits. I was responsible for update of customer information and computer entry into the database while on line with the customer. I investigated customer complaints and followed up until a resolution was found. Payment arrangements were later split off into a full time collections department where eventually there was title change. I stayed in the collections department until the title change. I called customers for payment arrangements on their bill, was responsible for interruption and restoral of services, filed on returned checks and worked the credit intake verification desk.

Education

1973 San Jacinto College Pasadena, TX.

Received a GED.

Some college courses were taken at the Houston Community College but no degree was achieved.

I have completed many pass-or-fail courses required by AT&T in the course of my employment with that company.

References

Upon request

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