Michella Hankins

2529 E. 88^TH ST #611

Tulsa, OK  74137

918-518-5505 HM

mhankins1@yahoo.com

 

OBJECTIVE

My objective is to obtain a Provisioning position or Customer Service position with excellent skills and transferable experience to meet and exceed company’s goals.

 

QUALIFICATIONS

More than 14 years working experience in the Telecommunications Industry with diversified experience:

Customer Service Rep                            IT/Tech Helpdesk Rep

Account Management Specialist              Circuit Provisioner

Circuit Designer                                          LEC Coordinator

Data Integrity Rep             

 

EDUCATION

Tulsa Community College – General Studies

Tulsa Technology – Cisco Routing Technologies (Training Certification)

Good-Will Industrial– Certified Medical Administrative Assistance (CMAA)

 

RELEVANT EXPERIENCE

 

Service Delivery Associate              Insight Global/Level3 Tulsa, OK              July 2013-Nov 2013

 

Processed IP/Data, Transport and Voice orders into various order entry systems for all customers in a timely manner related new installations, Inbound Automated Service Requests (ASR), Record Changes, Move-Add-Change (MAC), Disconnect, and Hotcut requests. Act as first point of contact for internal/external customer service escatations, Addresses internal /external customer requests, complaints and issues in a timely manner and with a professional attitude.Review all attached documents for accuracy before entering in Pipeline, Create Qoute proposals for customer to approve, follow up on pending orders due to SLA, Reserve TNs/DIDs for capacity for customer use in CLLI or Rate Center, Coordinate & organize orders in Outlook & Microsoft notebook, use Pipeline systems, Broadwing, Telcove

 

Customer Service                  IOS/MetLife                            Tulsa, OK              Oct 2012 – Mar 2013

 

Receive incoming calls from the Insured & Providers to provide service and information to customers regarding MetLife dental insurance products including explaining policy’s features and benefits, providing policy-specific information, requests regarding claims and processing transactions, Research and respond to requests and discuss options regarding various aspects of the dental insurance policy. i.e. status of claims, policy provisions, values, basic procedures, etc., Work at all times to enhance and strengthen the relationship between the customer and MetLife using strong communication skills, empathy, identifying coverage gaps and delivering options to customers regarding coverage maintenance.

 

 

 

 

Customer Service              Direct Energy                            Tulsa, OK                July 2011 – Aug 2012

 

Receive incoming calls from customers about their electric service and billing statements; Take payments from credit card and checking accounts; Add or update customer Direct Debit (DD) or Recurring Credit Charges (RCC);  Issued PTJ’S for payment trace; Cash transfers;  Billing inquires; Account summary; duplicate billing; Mvout/disconnect & reconnect request; Switchhold (SWTHOLD) accounts; Multi Unit Dwelling (MDU) accounts; Educate the customer on their electric service & usage;              

 

 

IT Tech Support Helpdesk   Kelly’s Services/EDS HP company Tulsa, OK Nov 2009 –Apr2010

 

Received incoming calls from American Airline employees nationally and internationally, and supported customers for a variety of applications and services. Support hardware and software products, Trouble-shoot desktops, laptops, airport/Sabre printers, desktop printers, commercial host printers, remote assistance,  Active directory,  Created and updated trouble tickets in Service Center,  Dispatched Technicians to the site, educated customers, supported MS Windows operating systems,  E-mailed clients Outlook and Internet browsers, domain servers, reset domain &  mainframe passwords.

 

Provisioner/Circuit designer              At-Tech/VerizonBusiness   Tulsa, OK  Jan. 2007 – Oct. 2009

 

Review RFA’s for order instructions, created and input orders in the systems, designed & engineered T1 & T3 circuits, Slotted T3 circuits to higher level OC rings, created & designed meetpoint orders, created and designed Local & LD orders, issued ASR’s to the LEC’s & CLEC’s. Tracked orders from beginning to end to assure due dates were met. Interacted with AT&T, GTE, OTC for FOC’s & DLR’s. MFS/local TCOMS system, NETPRO system, MECCA system, COMS system, PRONET/Mux system, & WORKFLOW/UPI system/create the orders.

 

IT Technical Support Helpdesk               Kelly’s Services/EDS              Tulsa, OK Aug. 2005 - May 2006

 

Same as my previous position working for Kelly’s Services with the same role & responsibilities

 

 

 

 

 

 

 

 

 

 

 

Account Management Specialist West Corp/Qwest Telecom Tulsa, OK Sept.  2004 –Mar. 2005

 

Single point of contact between the client & their customers, coordinated the orders of various voice & data products from receipt of order through successful delivery, after hours Hot-cuts of services; received voice & data order requests from the clients & validated the accuracy of the information provided. Completed necessary ordering screens through access to client’s ordering system, which included submitting the order electronically for completion, retrieved reports to verify accuracy and completeness of order information (I.E., missing address, client info, phone number, facility & circuit information). Resolved billing issues for clients, verified accuracy of billing elements and ensured billing information was updated in all systems. Documented completed implementation to the client, created and maintained client files that I well documented and efficiently organized.

 

 

 

Customer Service & Dispatcher              Guardian Security  Tulsa, OK   July 2003 – Aug. 2004

 

Inbound & Outbound call center environment, monitored alarm systems, trouble-shoot alarm systems, Dispatched Police, Fire & Medical departments, Called PD, FD, MD for resolutions/followed up on dispatch, excepted payments by phone, and answered billing & technical questions.

 

Telecom Provisioner  TekSystems/McleodUSA              Tulsa, OK   Sept. 2003 – June 2004

 

Processed all customer service order requests for all Voice & Data products, On-Net & Off-Net transport, switched & dedicated service orders, created & coordinated ASR’s & LSR’s, identified port availability to support Transport orders, assigned CFA to DS1 & DS3 circuits utilizing both internal and external (LEC, IXC) provisioning databases, Monitored, tracked, and coordinated all service and transport orders to ensure timely & accurately service turn-ups. Systems used were F&E, Bell-Core systems, Microsoft Word & Excel.

 

Customer Service & Technical HD              DecisionOne              Tulsa, OK              Aug. 2002 – Aug. 2003

 

Inbound call center, problem solved and strong research, upgraded customers plans & equipment, educated the customer on their wireless phone and wireless web, excepted payments by phone, resolved billing issues, issued credit adjustments as applicable, followed up with customers on un-resolved issues in a timely manner, Systems trouble-shoot, stayed current on products, services, promotions, procedures, & technologies.

 

 

 

 

 

 

 

 

Order Entry, Provisioner & Circuit Design              MCI/WorldCom Tulsa, OK   June 1997 – Jan. 2002

 

Design T1 & T3 circuits on the network, Created & designed Voice & Data products, Point to Points, Frame Relays, Fractional services, Long Distance & ISDN circuits, Created ASR’s, LOA’s, & FOC’s, Issued Escalations & Expedites, Freed up capacity on the network for Data Integrity, Interacted with CLEC’s LEC’s, IXC’s, systems used were F&E, NETPRO, MECCA, TCOM’s, AS400, Bell-core systems, Microsoft Word, Excel & Access.

 

OTHER EXPERIENCE

 

Self-Management/Organization

 

Detailed-oriented, work well independently and as a team member.  Successful at multi-tasking, meet deadlines under pressure, and work well under demanding conditions.  Excellent in promoting a positive, productive work environment, effective in communicating both orally and in writing, diligent and creative in problem solving and trouble-shooting.