Manager Resume
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Resume:
Professional Overview
AT&T
Senior Technical Team Lead (-)
- Headed consolidation efforts for various e-mail applications and hardware as AT&T engaged in M&A activity with multiple communications companies; enhanced individual applications and reduced maintenance needs.
- Led a group of on and offshore developers in work projects related to e-mail, notifications, and communications activity such as website access and self help applications.
- Handled initial contact and escalations of trouble tickets in a x critical work environment.
IT Business Manager (-)
- Promoted to management within the IT field of a startup division: SBC Services; established protocols for the department in regards to installations and enhancements of e-mail applications used by customer agents.
- Supported e-mail responses to residential and small business clients as well as repair and Internet requests.
- Performed on-site software installation across theUS, providing agents with instruction and support on the new system; tested updates to the system and trained agents on new features.
- Reviewed metrics and analysis of e-mail routing rules and self service features to identify enhancements that could create expedited response times.
Business Service Representative ()
- Managed small business accounts (clients with one to six lines) through inbound calls in a call center environment; addressed more than calls per week.
- Provided clients with a full understanding of products and features to identify if a plan change or upgrade was needed to meet the customer’s business requirements.
- Trained new agents on call procedures, problem resolution, and product offerings.
- Delivered assistance with technical issues to resolve client complaints and regain loyalty.
- Processed billing changes and received payments.
Repair Clerk ()
- Received and processed up to inbound repair calls per day and created repair tickets for technicians.
- Assisted with escalation calls and helped assure upset customers of service commitments.
- Maintained account security and protection of customers’ private information.
- Communicated safety issues and outages to technical team for prompt resolution.
- Conducted training for new employees, covering policies, procedures, and best practices.
