Marilyn Armstrong

5300 Keller Springs Road, #2037 - Dallas, Texas 75248 - (972) 836-5405 - myacreations@yahoo.com

JOB OBJECTIVE: To continue my career with an organization that will utilize my MANAGEMENT, SUPERVISION & ADMINISTRATIVE skills to benefit mutual growth and success and gaining further experience while enhancing the company’s productivity and reputation.

SUMMARY OF QUALIFICATIONS

More than 20 years of Customer Service, Support and Administrative experience for front/back end service/support ranging in various industries. More than 15 years in Management positions in various industries. More than 20 years of Telecom experience ranging from Implementation, order entry, provisioning, engineering, project management and service delivery.

EDUCATION:

Certification - Nortel Networks (Meridian Systems) – X11 Release 25 Basic Database Administration, Meridian Mail System Administration and Applications, Symposium Call Center Server – Administration and Scripting. Associates - Computer Science - IT Technical Institute, Dallas, Texas  (1987-1989), Associates - Business Administration – Cedar Valley College, Lancaster, Texas (1990-1992), High School Diploma – Business Management Center  1986.

EXPERIENCE:

WIRELESS PROVISIONING ENGINEER IV, January 2011-present, Axcent Networks, Inc., Plano, TX

Provisioning of Access Services of Wireless Networks on behalf of AT&T Mobility through various vendor’s on the customer’s behalf. Includes ordering, tracking circuit orders, managing vendor issues and updating customer tracking and asset management systems as well as project management. Actively in weekly carrier and customer status and planning meetings or calls to discuss milestones. Resolving circuit order affecting issues with all internal customer groups and vendors. Coordination of the completion of the end-to-end testing and acceptance of the circuits. Also included database adds and updates, tracking and reporting throughout the order entry process, order coordination/management leading to activation. Clean-up for outstanding circuits still billing but show terminated - Billing resolutions.

 

ORDER MANAGER, September 2010-December 2010, Insight Global (Verizon), Richardson, TX

Processing “HIGH” profile customer orders, track throughout the order entry and delivery process until completed to billing. Keep internal/external customers updated on a regular basis. Engage in the weekly calls with internal/external customer to discuss any pending/in-flight/completed services. Work with technical/pricing experts, Sales and/or the Customer to correct any incomplete Orders. Take ownership of resolving any rejected Orders by working with the appropriate experts across the US/International organization and/or the customer; Take Change Orders (including moves, adds and deletes) directly from customers and process within SLA. Track Orders against key milestones throughout the deliver process until completed and revenue is fully realized. Proactively provide the customer and the account team with regular updates and status reports on any Orders that are in progress. Attend meetings with the account team and customers to maintain strong business relationships and clear lines of communication; Work closely with International Project/Implementation Managers (and US Implementation Consultants) to deals to ensure that all activates are organized and prioritized in line with customer expectations.                                                                                                                                

CUSTOMER CARE REPRESENTATIVE, February 2010-September 2010, Dicker (Ambit Energy), Plano, TX

Responsible for receiving inbound calls from customers who want to discuss their bill, accepting and posting payments to account, MACD of service along with any other request that require research. Approving and scheduling payment arrangement. Also make outbound calls to customer to advise them of past due bills to collect the payments.

 

TEAM COACH and TRAINING FACILITATOR, July 2006-September 2009, T-Mobile USA, Frisco, TX

Call Center Coach – Supervises and responsible for leadership, training, and development of 1 Sr. Rep and up to 20 rep(s). Supervise the Call Center floor including technical support reps(s) and technical support senior rep activities, transactions, personnel related issues, including call volume and daily reporting and operations. Provide coaching and development on a daily basis which included counseling. Handle escalated customer calls from TSR’s and taking appropriate steps to resolve customer issue in a timely manner. Performance Management - Monitor and evaluate reps performance to ensure meeting and or exceeding company goals involving KPI’s metrics regarding strengths and weaknesses and coaching accordingly for consistent improvements. Ensure accurate reporting of QA scores and trending which may include disputing results of QA scores from National Quality Group, Attendance, Call Handling, career development and action plans. Understanding specific goals and identify gaps in performance, productivity, quality and cost at the rep(s) and team level. Identify opportunities to implement innovative approaches to maximize efficiency to maintain high morale through one on one coaching, team meeting, team - building, incentive programs. Identify and resolve operational issues which included work schedules, payroll, performance reviews, disciplinary actions and training issues or concerns. Ensure rep(s) and Senior rep are up to date with all necessary training. Ensure rep(s) and Sr. rep are informed of changes in policies, procedures, and changes in services and features that are offered to customers. Conduct interviews and aid in hiring decisions for adding new rep(s) to the growing organization. Assist the Call Center Manager and Training Dept. with projects and initiatives as appropriate.

Member Services Representative, October 2005 to July 2006, Aetna Healthcare, Arlington TX, Lead Technical Support Coordinator/SME (Subject Matter Expert), June 2000-October 2005, XO ONE Communications, Dallas, TX, Equipment Management Coordinator, August 1999-June 2000, Nokia Network, Inc., Irving, Texas, R & D LAB  ASSISTANT, April 1999-August 1999 (Pro Staff - Nokia Network, Inc.,) Irving, Texas, SALES/SERVICE LEAD June 1997-April 1999, GTE Telephone Operations, Dallas, Texas, CUSTOMER SERVICE LEAD August 1996-June 1997 Lone Star Gas, Dallas, Texas.

ADDITIONAL EXPEREINCE

Windows 7 and XP, Microsoft Office (Excel, Word, Access, Outlook, Tools), Implementation, Order Entry, Provisioning, Service Delivery, and Project Management of Voice, Data and Wireless networks. Knowledge of TCP/IP, Frame Relay, ATM, X25, ISDN and LAN/WAN, Telecom Ordering, tracking, and trouble resolution systems, Programming of Lucent 5E, Nortel and Avaya switches. Knowledge of CDMA, GSM & UMTS Networks. Experience with the following MCI/Verizon Systems: Option 2 Suite, MECCA Provisioning System, CHAMPS/TurboDXC/Hyperlink Automated System, RTR Automated Restoration System, CAMEO, NETPRO/PC, OrderPro, UPI Access Provisioning and Workflow Systems, Network Topology in the MECCA Provisioning System, Mux Messaging, EMS, AT&T Systems: Access Ordering, VFO, Granite, Granite Works, XNG, Clarity and CTS Remedy, Project Management Tool, CABS, TIRKS, MRIM and CANOPI 14.1.