500 Rolling Hills Place Apt 901 • Lancaster, TX 75146 • (404) 587-5841 cell • yn_glass@yahoo.com

 

 

PROFESSIONAL EXPERIENCE

 

AT&T Services, Inc.                                                                                                                                                                                                     Dallas, TX

Dispatcher, AT&T Network Operations - U-Verse Services                                                                                                                                   3/2012-Present

·          Provision and Process U-verse Installs and maintenance repair requests

·          Answer telephone calls and Smart Chats from technicians, field managers, customers and inter-departmental inquires

·          Liaison between the customer, technician other departments and the Load Managers in coordinating technician dispatches

·          Supported the technicians through to the completion and closure of the service request 

·          Provide excellent Customer Service on every interaction

 

Airtron Heating and Air Conditioning                                                                                                                                                             Dallas, TX

Dispatcher                                                                                                                                                                                                             7/2011 – 1/2012

·          Directed and coordinated the repair, maintenance and installation of heating and air conditioner units

·          Scheduled routes based on geographic location and the skill set of the technicians with the use of MAPSCO

·          Liaison between the customer, technician and parts department manager in the timely repair of equipment

·          Supported the technicians through to the completion and closure of the service request 

·          Insured accurate recording of all events concerning each job

 

The Linc Group                                                                                                                                                                                                Atlanta, GA

Customer Service Representative/Dispatcher Verizon Account                                                                                                            3/2009 – 12/2010

·          Responsible for providing optimal customer relations and operations support in a cost-effective manner

·          Responded appropriately to customer and service provider requests, following through with resolution

·          Created work orders, determine the skill set required and dispatch the appropriate Technician

·          supported the Technicians through to the completion and closure of the service request 

·          Generated daily and monthly reports for the Facility Manager’s review and approval

·          Handled all general office clerical duties including typing, filing, answering the telephone and greeting visitors

·          Maintained the filing system for open and closed work orders as well as logged all purchases made by the technicians

 

NEW Corporation                                                                                                                                                                                         Norcross, GA

Customer Care Representative – Work at Home                                                                                                                                        10/2008-7/2009

·          Answers customer questions and resolves issues relating to claims, warranties, and service products

·          Demonstrates superior customer relations and meets quality standards set by the company

·          Trouble Shoot customer issues for timely resolutions

 

Norfolk Southern Railway Company                                                                                                                                                             Atlanta, GA

Crew Management Center Dispatcher                                                                                                                                                       10/2006-3/2008

·          Responsible for scheduling locomotive engineers and conductors for work in accordance with applicable labor agreements using a computerized calling system

·          Performed administrative work involving the maintenance of scheduling records including vacation and other off days for train crews to insure accurate and timely service to the customer

·          Assist in the overall operation of the Crew Management Center

·          Make changes in the control tables as required for the Crew Call system

·          Bulletin and assign Train and Engine and Clerical positions

 

Mercury Insurance                                                                                                                                                                                           Atlanta, GA

Material Damage Dispatch Clerk                                                                                                                                                                4/2006-9/2006

·          Performed insurance office support functions revolving around the auto claims dispatch process

·          Dispatched requests to appraisers for estimates and photos on open claims

·          Uploaded requested information from the appraisers for review by the adjustors

·          Interacted with body shops to insure speedy repair times of damaged, insured vehicles

 

Purdigital Communications                                                                                                                                                                             Atlanta, GA

Customer Service Representative                                                                                                                                                                  8/2005-3/2006

·          Established residential telephone, internet and cable Voice over IP (VOIP) service for new and existing customers

·          Liaison between the network maintenance team, the service technicians and the customers to coordinate service installation and resolve network issues

·          Handled customer concerns and complaints to resolution

 

BellSouth Telecommunications                                                                                                                                                                       Tucker, GA

Service Representative – Wireless Service Center                                                                                                                                             8/1998-5/2004

·          Initiated Meet-Point-Billing orders for Commercial Mobile Radio Service Providers

·          Converted customer billing to meet the requirements and standards set by the FCC Tariff

·          Researched and resolved internal errors to ensure BellSouth accurately billed customers for service

·          Compiled and reviewed order status reports for the Conversion/Meet-Point-Bill teams

·          Initiated DS1, DS3 and SmartRing level circuits for landline and cellular phone companies

·          Coordinated installation of phone service between network technicians and telephone service providers 

·          Handled service-related issues, including: initial request for service, order completion and follow-up

·          Analyzed and corrected trouble reports for the DS1, DS3 and SmartRing teams

Service Representative/Roadblock Specialist – Local Carrier Service Center                                                                                         Chamblee, GA

·          Assisted telecommunication carriers in enlarging their customer base through the connection of local phone service

·          Negotiated service order requests for customers via electronic interfaces – LENS/EDI/TAG via LEO

·          Resolved internal billing issues through IBIS

·          Addressed customer concerns through the Call Escalations group/Roadblock group

·          Identified and corrected orders in error status which appeared on various reports

 

Southeastern Label & Graphics                                                                                                                                                                         Chamblee, GA

Accounts Receivable/Collections Management                                                                                                                                              7/1996-7/1997

·          Initiated submission of new orders for shipping and billing

·          Tracked vacation, sick days, and other absences

·          Posted cash receipts and made daily bank deposits

·          Responsible for tracking inventory                                                                             

 

EDUCATION

 

Herzing College                                                                                                                                                                             Atlanta, GA

Associate in Arts, June 1996                                                                                                                                                                            Major: Business Administration

 

Argosy University                                                                                                                                                                                         Atlanta, GA

Bachelors Degree, Estimated completion 2014                                                                                                                                                Major: Business

 

Six Sigma Certification – Green Belt                                                                                                                                                                                                                                                                 

 

SUMMARY OF QUALIFICATIONS

·          Typing speed of 40 wpm and a Ten Key speed of 8000 kph

·          People oriented and excellent communication and customer service skills, both oral and written

·          Works well under pressure and deadlines and works excellent with a team or independently

·          Grasps Concepts easily and quickly; Detail oriented on every project

                           

COMPUTER EXPERIENCE

·          AmiPro, Windows, MS DOS, Microsoft Word, WordPerfect, Power Point, Microsoft Access, Lotus 1-2-3, Microsoft Excel, WordPerfect Spreadsheets, OutLook, Lotus Notes, Explorer

·          Peachtree Accounting, ADP Accounting, Reflections, ESI, LENS/EDI/TAG-LEO, BOCRIS, BOCABS, SONGS, DOE, HITOPS, SOCS, EXACT, TIRKS, MOBI, IBIS, LinkONE, Softphone, WINCABLE, Intermeta, PCDI, TotalMANAGE, FcClient, SMART, FMS, Avaya phone system

 

ACHIEVEMENTS

·         Six Sigma Green Belt certified

·          Established a functioning work-flow for the Conversion/Meet-Point-Bill project

·          Obtained numerous accommodations for excellent customer service

·          Employee of the month a total of nine times  

·          Identified a system processing error that recovered $5.4 million in billing errors for BellSouth

·          Team leader on project to test and install new system to comply with FCC Tariff guidelines