Customer Service Team Leader
Resume:
MARCIA A. SMALL
Brooklyn, NY 11225
**********@***.***
PROFESSIONAL SUMMARY
Result-orientated Team Leader with customer service, maintenance and repair experience in a large telecommunications company. Team Leader committed to building, developing and empowering associates. Demonstrates knowledge of matrixes. Proven analytical skills, extensive research in problem solving resulting in customer satisfaction. The talent to encourage the work force to sustain high levels of productivity and accomplished challenging goals. Dedicated, dependable and seen as “go to” person. Recipient of awards in excellence for quality and achievement. Organized, decisive, and motivated team player with a proven knack to multi-task and do a job thoroughly with attention to detail and quality. Strong background in testing techniques and software.
Summary of Skills
- Customer Service - Troubleshooting - MS Word
- Communication Skills - Excel - Dependable
ACHIEVENMENTS
CUSTOMER SERVICE
Partnered with Service Team on customer specific issues which improved service delivery <10%.
Reduced Mean Time to Repair (MTTR) from 4.15 hours to >3.10 hours through Flexgrow Technology which increased the customer’s level of satisfaction.
Selected out of 9 managers by senior management to be “Department Approver” with special security clearance. Thus, allowing me to enroll managers and associates to navigate in various databases.
INSTALLATION AND REPAIR
Installed OC-192, 40 DS1, 20 DS3 for New York Police Department. Completed project 6 weeks ahead of due date thus saving $100k+.
Supported the implementation of DELPHI / AUTOTEST.
Embraced Standard Operations & Procedures for Mechanized Control Operations / Operational Control Office and reviewed all procedures with my 8 associates assigned to me.
Focused on Work Flow Access-Control (WFA-C); workflow structure and implemented changes where applicable.
Taught T1 testing, maintenance and installation procedures to 48 techs and 6 managers within 10 months.
EXPERIENCE
TEAM LEADER, Good Shepherd Services 2012 - present
Teach literacy, assist with homework, teach leadership skills
TEAM LEADER, Verizon Communications, NY 2004 - 2006
TEAM LEADER, Bell Atlantic, NY 1996 - 2004
TEST DESK TECHNICIAN, New York Telephone Co. 1975 - 1996
CLERK - New York Telephone 1970 - 1975
Answered Telephones took messages or forwarded call to manager.
Assorted and delivered mail, also ran mail through postage meter.
Filed and logged incoming mail.
EDUCATION
Associate of Arts in Liberal Arts, New York City Community College June, 1974
CERTIFICATES
Food Protection Course for Supervisors of Food Service Establishments.-
8 hour Pre-Assignment Training 11/2011 16 hour OJT Security Guard 11/2011
CPR 5/2012
Fire Guard Certificate 5/2012
AWARDS
Verizon Excellence Award Finalist for New York Police Department Project.
PROFESSIONAL DEVELOPMENT
- Diversity in the Workplace - Customer Contact Skills Course
- Connecting Through Integrity-Code of Business Conduct
- Consortium of Information and Telecommunications Executives
COMMUNITY SERVICE
Member of Church Soup Kitchen at First AME Zion Church
Supervisor of Young Peoples Usher Board at First AME Zion Church
Contact this candidate