| Experience: |
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Assistant Staff Manager with Confidential
6/1981 - 12/2004
New Jersey |
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Worldwide Business Customer Care
Order & Process System Analysis
Customer Care / Order Processing (1996-2004)
• Developed user requirements for the automated order processing system that included analyzing and testing of new system functionality and resolution of user issues.
• Developed detailed test plans and test cases from system requirement documents to meet release deadlines & verify system functionality as per requirements.
• Ensured success of 26 releases for automated provisioning, which allowed a 20% increase in DSO circuits and a 30% increase in flow through DS1 circuits.
• Conducted lead testing responsibilities for all automated provisioning initiatives, reviewing requirements, assisting with test plans, conducting User Acceptance Testing and User Certification Testing, as well as continually working closely with the internal / external ordering and provisioning teams.
• Maintained an excellent rapport within the Service Delivery organization to resolve key customer issues and provide support for sales and ordering processes.
Customer Support Desk
Customer Service / Help Desk Manager (1994-1996)
• Effectively supported several ordering and processing systems as well as conducting help desk management, assistance and problem-resolution functions.
• Supported new releases of order / processing systems, working with developers and system analysts to coordinate and resolve problems in the field.
• Worked with customers to resolve over 300 problem issues per week.
Provisioning Systems
Assistant Staff Manager – Ordering Systems (1991-1994)
• Developed detailed interface agreements to ensure the order / processing systems were provided the data needed to drive the automated processes.
• Delivered training and field support for new ordering systems changes.
• Designed an action plan and identified and analyzed various cost savings projects with an estimated savings of $300K per year.
Best in the Business Campaign (1993)
Sales Support Specialist
• Investigated structure of accounts which enabled the Sales Associates to optimize the customer the appropriate calling plan.
• Verified line status to assist in the Winback process, which was critical in the resolution of customer complaints and problems, thus allowing the Sales Associate to successfully complete sales and ensure customer satisfaction.
Ordering Methods & Procedures
Assistant Staff Manager – Testing (1988-1991)
• Developed test cases and conducted system testing for 21 new states in a new tariff format, verifying bill accuracy and content.
• Conducted User Corporate Assurance Testing for Local Exchange Company conversion billing projects ensuring productivity improvements, cost avoidance or direct savings as a result.
• Worked with system engineers, system administrators, field users and staff personnel as Subject Matter Expert on Intrastate/InterLATA Negotiator and order operations procedures.
Carrier Service Center (1983-1988)
Supervisor
• Supervision of Service Order Administrators and Service Order Typists.
• Provided career development, administrative duties, and personnel functions, in addition to maintaining on time performance for timely order issuance and billing activity.
Carrier Service Center (1982-1983)
Service Representative
• Processed service orders received from external Other Common Carrier customers.
• Daily interface with external customers to resolve ordering and billing issues.. |
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| Headline: |
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| Business Analyst/System Tester |
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| Products sold, marketed or engineered : |
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| Familiar with all provisioning, billing, ordering and ticketing tracking sytems for AT&T |
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| Domain : |
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| Services;Data Communication;Voice Communication;Contact Center |
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| Education: |
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Raritan Valley Community College Brachburg - New Jersey - USA |
12/1976 |
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Some College |
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| Compensation base salary : $ 79,000 |
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| Total Compensation : $ 79,000 |
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