Customer Service Representative

Noreen Woodward

*** ***** ****** *******, *** Jersey 07718

732-***-**** (cell)

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

Professional Summary:

I am currently attending Brookdale Community College majoring in Health Information Technologies. I

was a professional associate within the telecommunication industry where I identified process improvements,

developed specific test plans, implemented and managed these plans with attention to detail. I possess strong

verbal and written communication skills. I am a highly motivated individual with the ability to work

independently as well as contribute to the success of a team. I thrive on learning new skills and technology.

Work Experience

Customer Service Representative with the Darby Development/NJ Sports Authority at Monmouth Park Race

Track

Customer Service Representative

PM Telco, Arlington, Va.

Trainer/Instructor

• End user training for Avaya Office equipment. Acts as an independent contractor.

Avaya Inc., Lincroft, NJ

System Tester; Early Introduction Product Team Member

Wrote peer-reviewed system test plans using Microsoft Word. After peer acceptance, executed system test

plans for the following Avaya small business telephone systems. IPOffice, Merlin Legend, Merlin Magix, and

the Partner Advanced Communication System.

Administered and maintained multiple configurations of telephone systems used in the system test lab and in

support of customer reported problems.

Developed Microsoft Excel spreadsheets to track various system configurations used in the lab. Utilized

Microsoft Access database software to track customer installations and field reported problems.

Received trouble report calls from both customers and business partners. Performed triage to determine the

severity of the reported problem and identified the specific developer responsible for providing the bug fix.

Analyzed field reported problems to generate a product reliability assessment.

Created PowerPoint presentations to report on product reliability and help prioritize future product

enhancements.

Installed and administered early product introduction systems and managed the customer relationship during

the rollout of additional features and bug fix releases.

Coordinated and supervised three office moves of the system test labs and in-house telephone systems. All

moves were completed with minimum downtime and no impact on customer support.

On-site visits to customer facilities upgrading systems and troubleshooting systems

Trainer on-site for new system installs including training new features and systems

Conference Planner - Planning meetings, conferences, and celebrations for new releases.

Allergy Associates

• Office Manager for multi-physician practice managing a staff of 15.

• Responsibilities included but not limited to: scheduling staff and patients, payroll, billing, collections,

front desk, assisting physicians, insurance forms, procuring office supplies and equipment including

ordering medical supplies.

Education

Brookdale Community College – Currently attending majoring in Health Information Technologies

Brookdale Community College - Business Management

Other Skills and Education:

Proficient knowledge in Microsoft Office applications: Excel, Word, Access and Power Point.

Awarded an Avaya Professional Certification demonstrating technical skills in integrating voice networking, data

networking, and business communication solutions applications .

Completed several classes offered by Avaya in the area of project management and quality improvement tools and

analysis.

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