Career Objective Client-focused Customer Service Professional specializing in Technical Support eager to contribute results-oriented background to the success of a progressive company

Core strengths

Telecommunication skills
Multi-line phone usage
Service Delivery skills
Dynamic communicator
Excellent organizational skills
Microsoft Office Suite
Conflict resolution
Computer proficiency
Strong client relations
MS Windows proficient
Customer service
Data Entry
Strong technical skills
Multi-Task Management

Profile of Qualifications

Excel at customer relations, quickly processing and researching business client needs and sufficiently resolving all requests and problems in a timely fashion
Expertise in planning, coordinating and managing workflow/projects to efficiently and consistently meet deadlines and operational goals in a timely and accurate manner
Overachieving employee, earning numerous customer and management commendations and honors, including perfect attendance award; Thrive at learning new challenges
Offer strong technical skills and ability to accurately function in variety of systems/formats
Dynamic communicator highly effective in operating and collaborating across multiple departments; Proven leader who performs in highest of professional standards

Professional Experience

Confidential, Greenville, SC
Service delivery specialist, 7/2011 to present (contract assignment)

Verify services to be delivered for the order and ensure all necessary equipment, configurations and translations were ready
Turn up services as requested by the customer and tested all services delivered with FSR and/or vendor Make necessary changes that the customer needs or wants at the time of install and ensure the order is updated properly
Provisioning circuits (DS1-SONET) across various network elements
Prepare and submit Access and/or Local service requests (ASR/LSR) to carriers (ILECs), for the ordering of loop and/or port services
Monitor work-in-progress, in all pertinent databases, for timely performance of procedures and activities related to delivery of service, within established intervals

Confidential, Atlanta, GA 1998-2010
Service Specialist (Southeast USA), 2008-2010

Consistently implemented complete support of AT&T Internet services for new business customers, including connections, disconnects and service changes
Accurately managed workload in timely manner through various systems/departments
Demonstrated effective communication with customers, sales teams and other peers regarding Internet services being implemented
Displayed organizational and multi-tasking strengths in a variety of duties, including time interval assignments, due date negotiations, order documentation and equipment procurement, activation of customer billing and BMF Circuit/Digital Loop Carrier duties
Showed leadership in coordinating implementation meetings, ensuring installation dates were met; Responsible for routine escalations, resolving service-oriented problems.
Achieved great proficiency and knowledge of multiple internal processes, technologies and industry trends

Confidential, Atlanta, GA
Outside service technician, 2006-2008

Reviewed work orders while providing consistent and professional internal/external customer care
Initialized and maintained an open line of communications to ensure all customers receive the highest level of customer satisfaction possible
Determined differences between wire and cable colors
Connected wires and cables to terminals and attaches or detaches various kinds of hardware to wires, cables, buildings or poles
Dismantled, moved or removed aerial, underground or building wire, cable, associated equipment and hardware

Confidential, Atlanta, GA
Lines Translation Specialist, 1998-2006

Determined provisioning line translation to various switch types, ensuring customers received optimal dial tones and features
Produced proper sequencing of customer requests through skillful analysis, constantly delivering on customer commitments and high-level customer satisfaction
Consistently hit tight deadlines with high-degree of accuracy in controlled environment
Successfully negotiated and escalated commitment time with other departments
Actively collaborated with cross-functional teams to ensure optimal delivery of service in provisioning large cuts, originating equipment changes and driving related services
Effectively identified, investigated and resolved service order errors and switch rejects, utilizing the proper departments for necessary document correction resolution

Technical Proficiencies

Bellsouth Systems/Software Applications – WAFA; BOCRIS; SOCS
Microsoft – Word; Excel; PowerPoint; Windows XP; Windows Vista
Internet Point-of-Sale-System; REMEDY; OPIE

We provide IT Staff Augmentation Services!

Service Specialist Resume

Greenville, SC

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