Summary of Experience |
Customer Service
- More than 15 years experience in customer service supporting account billing and maintenance, problem-solving and trouble-shooting, sales support, and planning/implementing proactive procedures and systems.
- Ability to train, motivate and supervise customer service employees using extraordinary customer relations skills.
- Develop plans for observation and quality control to improve customer service skills.
- Earned the distinction in 1990 for AT&T Council of Leaders for Sales and Customer Service.
Training and HR
- Develop courseware mapping to Bloom’s Taxonomies.
- Negotiate deadlines, training schedules, course curriculums and interface agreements
- Gather training needs analysis for designing e-enabled, distance and instructor facilitated solutions.
- Served on team that created short- and long-term department objectives in accordance with company goals.
- Forecast and coordinate resource balancing utilizing internal employees and outsourced partners.
- Prepared monthly, quarterly & yearly reports, graphs, and quality assurance grids for teams results.
- Develop and implement Best Practices, Policies and Procedures.
- Monitor and provide feedback on quality metrics using Kirkpatrick’s Six Levels of Evaluation.
Management/Supervision
- 4 years experience directing recruitment and retention of internal and outsourced staff of 12-22 employees.
- Trained, supervised and evaluated staff, coached improvement on management skills.
- Motivate staff achievements toward the organization’s goals. Resulting in achievement of work objectives.
- Managed and developed team into goal-oriented, cohesive group.
- Successfully implemented new projects and monitor progress.
Telecommunications
- Implement 4ESS translation orders for Message, Special and Nodal services utilizing multiple operational support systems.
- Project coordination and implementation of NPA splits, moving of NPAs from switch to switch, and increase capacity of terminations in the AT&T Network.
- Investigate, diagnose and isolate order discrepancies.
- Troubleshoot circuits and facilities to resolve jeopardized orders.
- Interface and escalate with field technicians, inter-departments and third party entities for order resolution.
- Provide technical support to customers and technicians for Call Management Systems and supported applications utilizing IP protocols.
- Provide technical training on hardware and software to support multiple platforms and versions of the CentreVu CMS System and applications.
- UNIX System Administrator on hardware and software troubles using problem solving skills.
- Customize the design of CMS reports generating revenue for the business unit and streamline results for call center management.
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Summary of Experience, (cont’d.) |
Sales/Marketing/Accounting
- Developed and deployed local marketing program for new to area franchise window covering business.
- Create Balance Sheets, Income Statements and Cash Flow Statements monthly, quarterly and yearly for Corporation.
- Extensive background in Window Coverings and Window Treatments
- Provide in-Home consultation and installation of products.
Office/Software
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- 7 Habits of Highly Effective People
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- Achieving Extraordinary Customer Relations
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- Quality Management Process
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Education |
Various Telecommunications courses, AT&T Corporate Training (1980 – 2003)
Project Management Certification, Stevens Institute of Technology, (2000)
Training Generalist, Langevin Learning Services, (1996)
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Experience |
Owner, Today’s Window Fashions, Brighton, CO (2005-Present)
Training Manager, AT&T Corp., Denver, CO (1999- 2005)
Instructor/Designer, AT&T Corp., Denver, CO (1995 -1999)
Call Management System Tier II Support, Lucent., Denver, CO (1994-1995)
Translation Clerk, AT&T Corp., Denver, CO (1991-1994)
Customer Service Representative, AT&T Corp, Denver, CO. (1980-1991)
Receptionist/Secretary, Neiman Law Firm, Des Moines, IA (1978-1980)
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