PATRICIA A. Thomas 

5568-A Hibernia Drive

Columbus, Ohio 43232

Telephone number: 614-506-9559

E-mail: WordsOfVision@aol.com

Dear Hiring Manager:

Thank you for taking the opportunity to review this cover letter and resume of my credentials and professional experience for the position that I applied for in your department. In an effort to secure a career-directed professional position, I am submitting this profile in the area of Customer Service/Resolution, Telecommunications, Mentoring and Coaching, Project Management, Planning, Technical Support, Call Center Coaching, and Sales. I also earned a Bachelor of Arts Degree from The Ohio State University with a major in English with a focus area in The English Language (Grammar).

I will bring to your organization a solid combination of career development that predicts positive contributions and longevity with a company. My functional areas of expertise have been broad-based and include the following:

·   18 Years of Experience with Training, Mentoring, Coaching, and Assisting Diverse Internal and External Groups in a Customer Service/Retention Environment

·   18 Years of Experience with Inbound Business and Consumer Customer Service, Account/Contract Management, and Sales

·   16 Years of Experience in Telecommunications (Landline and Wireless)

·   Project Management, Planning, and Budgeting

·   Administrative, Technical, Operations, and Network Support

·   14 Years of Experience with Public Speaking, Professional Writing, Author of 1 Published book

·   2 Years of Experience Hosting, Producing, Writing, and Editing my own 5-Minute Radio Show

·   Spearheaded and Organized 5 Annual Higher Education Fairs for Youth

·   Facilitated and Organized 6 Authors’ Workshops to aid potential authors

·   Thorough Knowledge of Microsoft Applications (Widows 8 and older versions, Access, Excel, PowerPoint, and Word)

Based on accomplishments, my strengths have been identified in highly developed communication, organizational, management, and technical areas. I am a team player, versatile, driven, and possess a positive leadership style. I have gained the respect of those with whom I have come in contact. I offer a high degree of commitment and will be an asset to your organization.

 

Sincerely,

 

Patricia A. Thomas

PATRICIA A. Thomas 

5568-A Hibernia Drive

Columbus, Ohio 43232

Telephone number: 614-506-9559

E-mail: WordsOfVision@aol.com

 

OBJECTIVE

To secure a position that will allow me to utilize my professional experience, knowledge, education, training, and skills in a team environment for the advancement of the company.

 

Education

The Ohio State University, Columbus, Ohio

Bachelor of Arts in English, 2005

 

PROFESSIONAL Skills

I have over 16 years of experience in telecommunications (landline and wireless). I also have experience in project management, planning and budgeting, business/consumer customer care, mentoring, coaching, and sales. I own a PC (Windows 8). I have experience with using: MSWord, MSExcel (certificate), MSAccess, PowerPoint, Photoshop, One Note, Windows applications (2013, email, intranet/internet, and Outlook); typing 60 WPM. I also have experience in radio broadcast, public speaking, writing, editing, and publishing (author of a book).

 

PROFESSIONAL Experience

 

2015-2015 Network Provisioning Technician 1
CenturyLink
Dublin, Ohio

--Completes designated amount of work in a specified timeframe with a high degree of quality, adjusting work assignments or schedules to meet changing work-related priorities or demands.
--Efficiently and accurately works with multiple types of information and/or perform multiple tasks simultaneously.
--Efficiently and accurately sends Access Service Requests to Local Exchange Carriers.
--Provides detailed and comprehensive written communication via CORE database.
--Able to trouble shoot and problem solve any issues preventing service delivery.
--Accurately completes circuit design in Telcordia System.
--Contract ended unexpectedly early July 2015 due to departmental budget cuts.

 

2014-2015 Financial Advisor
J.P. Morgan Chase Bank
Columbus, Ohio

--Engaging and servicing customers by answering customer inquiries, resolving complex problems with the highest level of customer satisfaction and offering services and products that enable our customers to reach their financial goals.

 

2013-2013 Branch Manager Trainee
Byers’ Hertz Car Rental, LLC
Columbus, Ohio

--Trained and developed to be a Branch Manager that gives supervision, direction, and mentoring to staff and delivers excellent customer service to a diverse customer base in the areas of retail sales, commission sales, cross-selling, up-selling, lead generation in a fast-paced environment.

 

2005-2013 Coordinator-Business and Government Customer Operations (Promotion)
Verizon Wireless
Dublin, Ohio 

--Responsible for giving excellent customer service to a diverse base of business and consumer customers’ concerns, complaints, billing, and contracts; extensive research of business accounts and contract management for external Business Clients and internal Business sales force through the WFM (e-mail) system, with also using Verizon Wireless' systems such as VISION, ACSS, InfoManager.
--At one time, I was Editor and Writer for The Department Newspaper, "The Buzzz".
--Was involved with WFM Template Creation and Repeat Process Specialized Teams.

 

2003-2005 Representative Promoted to Senior Representative- Customer Service
Verizon Wireless
Dublin, Ohio
--Responsible for giving excellent customer service to a diverse base of consumer customers’ concerns, complaints, billing, and contracts in an inbound customer care call center utilizing Verizon Wireless' various systems such as VISION, ACSS, InfoManager.
--Received 2004 Top Quality Award and 2004 Peer Nomination Award

2000-2001 Regional Access Planner (Promotion)
Qwest Communications
Dublin, Ohio
--Responsible for overseeing technical sites’ budget, growth, planning, forecasting, and reporting with a multi-million dollar budget within the U.S.A. for the QwestLink Division.
--Project Management (tracked progress of sites) and contract negotiation.
--Interfaced with internal/external departments and researched and resolved issues.
--Responsible for developing technical sites for local phone service competition.

--Massive layoff happened in October 2001 due to budget that ended many positions

2000-2000 Operations Technician II (Promotion)
Qwest Communications
Los Angeles, California
--Responsible for giving directions (supervision) to Level 1 technicians; monitored and resolved all Telecom technical trouble issues (DS0, DS1, DS3, etc.).
--Performed daily tasks to improve the technical site’s overall performance with SOP (standard operating procedures) guidelines.
--Responsible for restoration of services, circuit testing, and completing orders.


1998-2000 Network Surveillance Technician (Promotion)
Qwest Communications
Dublin, Ohio
--Responsible for communicating trouble information to Upper Management.
--Responsible for isolating, researching, and resolving network issues with Standard Operation Procedures.
--Member of a Team in a 365-day Switch/Network Operations Center.
--Dispatched Operations Technicians to technical sites for trouble resolution.

.

1997-1998 Responsible Organization Administrator (Promotion)
Qwest Communications
Dublin, Ohio
--Project management skills used to port 800 numbers via contracts from and to other landline telecommunications companies.
--Responsible for activating, trouble-shooting, and monitoring toll-free numbers.
--Responsible for assisting internal/external groups with toll-free numbers.

 

1995-1997 Mentor/Business Customer Service Rep
Qwest Communications
Dublin, Ohio
--Promoted to be a Mentor to assist, train, and coach new Business representatives to provide superior Business Customer Service.
--Responsible for delivering excellent customer service Qwest Communcations’ Business clients.
--Responsible for resolution of customers’ issues, trouble shooting, contract negotiation, billing, and selling services.
--One of Five Top Sales Representatives for Inbound Business Call Center.
--Awards Received: Excellence Award, Quest for Quality Award, Top Business Representative

 

1990-1993 Retail Sales Representative
Sears, Roebuck, and Company
Columbus, Ohio 
--Responsible for  leading, coaching, training, and mentoring new retail sales representatives.
--Responsible for the sales of Bath and Bedding products.
--Assisted with Cashier duties and Floor Display set-up in the Bath and Bedding Department.

 

1989-1990 Admissions Representative
Bradford School
Columbus, Ohio
--Responsible for calling potential students from generated leads to visit Bradford School for possible enrollment with the main objective of paralleling students’ career goals to what Bradford School offered.