customer service supervisor - Customer Service Technical Support Resum
customer service supervisor - Customer Service Technical Support Resum
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customer service supervisor Resume


Desired Industry: Customer Service/Technical Support SpiderID: 53716
Desired Job Location: Union, New Jersey Date Posted: 8/21/2011
Type of Position: Full-Time Permanent Availability Date: 01/01/2011
Desired Wage: 45,000
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: Bachelors Willing to Relocate: No


Objective:
Well organize and ability to work independently, multi-task and manage multiple priorities Ability to meet daily goals and deadlines Excellent written and oral communication skills Team Player Moderate supervision over work product. I work independently on routine research and reporting tasks. I have strong interpersonal skills to coordinate with indirect reports to manage compliance related activities I have the ability to operate well under pressure and exercise sound judgment I am adaptive to change, open to different viewpoints and ability to innovate


Experience:
AT&T, Paramus, NJ October 2006 to June 2011
NBS Team Manager
I developed 30 representatives to insure successful team.
Communicates with customers regarding order status, punch list resolution and the scheduling of orders for delivery/installation
Provides clarifications and answers for customer's questions regarding order issues
Order Preparation
Reviews and proofs order for basic information (ship to, bill to, contract number, etc.), accuracy and completeness
Enters orders into computer system; sends purchase orders to manufacturers
Sales Order Management
Disperses order information to appropriate internal and external personnel (sales staff, operations, customer, etc.)
Checks acknowledgments against order; resolves discrepancies with factory; sends acknowledgment to customer; verifies ship date with customer
Reviews receiving information from field operation and matches to order; resolves discrepancies before approval and sending to payables; enters receiving information into sales order system
Continually measured all required representative metrics; AHT, Availability, Reliability, and Quality



AT&T, Paramus, NJ July 2003 to September 2006
National Tax Team
I influenced representatives on finding CSP resolutions; enforced M & P and assist with escalation calls.
Reorganized the process for tax exemption that resulted in an increase of companywide automated by 30% for managing and executing tax exemptions.
Instilled tax exemption requests for government, non-profit and charitable organizations.
Analyzed in depth documents to determine authenticity and eligibility for tax exemption.
Identified a working knowledge of all state tax laws and appropriate tax forms.
Interviewed and maintained correct handling of tax exempt accounts with Sales Partners and Business Care Managers.
Prepared tax audits and complied documents requested by municipality or taxing authority.
Trained managers on proper usage of tax exemptions rules.


AT&T, Paramus, NJ April 2000 to June 2003
Business Customer Care Specialist
Conducted the day to day duties include assisting with Fortune 500 companies
Articulated phone support for all corporate wireless customers.
Researched work orders on service requested for timely resolutions.
Upgraded software and documentation for customers.
Listened and proposed solutions in all issues concerning invoices.
Worked with Telecom managers and conveyed solutions involving Corporate Accounts.
Critiqued training materials, such as outlines, text, and handouts, prepared by instructors.
Tested and transmitted changes and activations requested by account holders.


Education:

Education
Kean University 1992
Bachelor of Arts Degree


Skills:
AT&T, Paramus, NJ October 2006 to June 2011
NBS Team Manager
I developed 30 representatives to insure successful team.
Communicates with customers regarding order status, punch list resolution and the scheduling of orders for delivery/installation
Provides clarifications and answers for customer's questions regarding order issues
Order Preparation
Reviews and proofs order for basic information (ship to, bill to, contract number, etc.), accuracy and completeness
Enters orders into computer system; sends purchase orders to manufacturers
Sales Order Management
Disperses order information to appropriate internal and external personnel (sales staff, operations, customer, etc.)
Checks acknowledgments against order; resolves discrepancies with factory; sends acknowledgment to customer; verifies ship date with customer
Reviews receiving information from field operation and matches to order; resolves discrepancies before approval and sending to payables; enters receiving information into sales order system
Continually measured all required representative metrics; AHT, Availability, Reliability, and Quality



AT&T, Paramus, NJ July 2003 to September 2006
National Tax Team
I influenced representatives on finding CSP resolutions; enforced M & P and assist with escalation calls.
Reorganized the process for tax exemption that resulted in an increase of companywide automated by 30% for managing and executing tax exemptions.
Instilled tax exemption requests for government, non-profit and charitable organizations.
Analyzed in depth documents to determine authenticity and eligibility for tax exemption.
Identified a working knowledge of all state tax laws and appropriate tax forms.
Interviewed and maintained correct handling of tax exempt accounts with Sales Partners and Business Care Managers.
Prepared tax audits and complied documents requested by municipality or taxing authority.
Trained managers on proper usage of tax exemptions rules.


AT&T, Paramus, NJ April 2000 to June 2003
Business Customer Care Specialist
Conducted the day to day duties include assisting with Fortune 500 companies
Articulated phone support for all corporate wireless customers.
Researched work orders on service requested for timely resolutions.
Upgraded software and documentation for customers.
Listened and proposed solutions in all issues concerning invoices.
Worked with Telecom managers and conveyed solutions involving Corporate Accounts.
Critiqued training materials, such as outlines, text, and handouts, prepared by instructors.
Tested and transmitted changes and activations requested by account holders.

Education
Kean University 1992
Bachelor of Arts Degree

Skills
Customer Relationship Management, Documentation and Reporting, Performance Analysis, Project Planning, Staffing, and Management
AT&T, Paramus, NJ October 2006 to June 2011
NBS Team Manager
I developed 30 representatives to insure successful team.
Communicates with customers regarding order status, punch list resolution and the scheduling of orders for delivery/installation
Provides clarifications and answers for customer's questions regarding order issues
Order Preparation
Reviews and proofs order for basic information (ship to, bill to, contract number, etc.), accuracy and completeness
Enters orders into computer system; sends purchase orders to manufacturers
Sales Order Management
Disperses order information to appropriate internal and external personnel (sales staff, operations, customer, etc.)
Checks acknowledgments against order; resolves discrepancies with factory; sends acknowledgment to customer; verifies ship date with customer
Reviews receiving information from field operation and matches to order; resolves discrepancies before approval and sending to payables; enters receiving information into sales order system
Continually measured all required representative metrics; AHT, Availability, Reliability, and Quality



AT&T, Paramus, NJ July 2003 to September 2006
National Tax Team
I influenced representatives on finding CSP resolutions; enforced M & P and assist with escalation calls.
Reorganized the process for tax exemption that resulted in an increase of companywide automated by 30% for managing and executing tax exemptions.
Instilled tax exemption requests for government, non-profit and charitable organizations.
Analyzed in depth documents to determine authenticity and eligibility for tax exemption.
Identified a working knowledge of all state tax laws and appropriate tax forms.
Interviewed and maintained correct handling of tax exempt accounts with Sales Partners and Business Care Managers.
Prepared tax audits and complied documents requested by municipality or taxing authority.
Trained managers on proper usage of tax exemptions rules.


AT&T, Paramus, NJ April 2000 to June 2003
Business Customer Care Specialist
Conducted the day to day duties include assisting with Fortune 500 companies
Articulated phone support for all corporate wireless customers.
Researched work orders on service requested for timely resolutions.
Upgraded software and documentation for customers.
Listened and proposed solutions in all issues concerning invoices.
Worked with Telecom managers and conveyed solutions involving Corporate Accounts.
Critiqued training materials, such as outlines, text, and handouts, prepared by instructors.
Tested and transmitted changes and activations requested by account holders.

Education
Kean University 1992
Bachelor of Arts Degree

Skills
Customer Relationship Management, Documentation and Reporting, Performance Analysis, Project Planning, Staffing, and Management
AT&T, Paramus, NJ October 2006 to June 2011
NBS Team Manager
I developed 30 representatives to insure successful team.
Communicates with customers regarding order status, punch list resolution and the scheduling of orders for delivery/installation
Provides clarifications and answers for customer's questions regarding order issues
Order Preparation
Reviews and proofs order for basic information (ship to, bill to, contract number, etc.), accuracy and completeness
Enters orders into computer system; sends purchase orders to manufacturers
Sales Order Management
Disperses order information to appropriate internal and external personnel (sales staff, operations, customer, etc.)
Checks acknowledgments against order; resolves discrepancies with factory; sends acknowledgment to customer; verifies ship date with customer
Reviews receiving information from field operation and matches to order; resolves discrepancies before approval and sending to payables; enters receiving information into sales order system
Continually measured all required representative metrics; AHT, Availability, Reliability, and Quality



AT&T, Paramus, NJ July 2003 to September 2006
National Tax Team
I influenced representatives on finding CSP resolutions; enforced M & P and assist with escalation calls.
Reorganized the process for tax exemption that resulted in an increase of companywide automated by 30% for managing and executing tax exemptions.
Instilled tax exemption requests for government, non-profit and charitable organizations.
Analyzed in depth documents to determine authenticity and eligibility for tax exemption.
Identified a working knowledge of all state tax laws and appropriate tax forms.
Interviewed and maintained correct handling of tax exempt accounts with Sales Partners and Business Care Managers.
Prepared tax audits and complied documents requested by municipality or taxing authority.
Trained managers on proper usage of tax exemptions rules.


AT&T, Paramus, NJ April 2000 to June 2003
Business Customer Care Specialist
Conducted the day to day duties include assisting with Fortune 500 companies
Articulated phone support for all corporate wireless customers.
Researched work orders on service requested for timely resolutions.
Upgraded software and documentation for customers.
Listened and proposed solutions in all issues concerning invoices.
Worked with Telecom managers and conveyed solutions involving Corporate Accounts.
Critiqued training materials, such as outlines, text, and handouts, prepared by instructors.
Tested and transmitted changes and activations requested by account holders.

Education
Kean University 1992
Bachelor of Arts Degree

Skills
Customer Relationship Management, Documentation and Reporting, Performance Analysis, Project Planning, Staffing, and Management
Applications:, Proficient in PeopleSoft and SME for Clarify


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