Gwendolyn Thomas

Summary:

·               Over 12 years of experience in Admistrative operations

·               Multi-functional employee with strong background in customer service, including dispute resolution.

·               A self-starting motivator who works well alone or in a team atmosphere.

·               Active in assembling events for team building projects.

·               Committed to quality, attentive toward opportunities to streamline tasks for efficiency and added value.

·               Dependable, welcomes new challenges, skills, and learning opportunities.

·               Extensive use of Excel for assigned work distributed on spreadsheet and reports.

 

Skills

·               10 Key-Touch      

·               Extensive use Multiline phone           

·               12 + years of experience in Word , Power Point, Excel

·               2 years daily use of IEX for recording production and metrics          

·               Typing Speed 50 wpm              

·               Working knowledge of Front Page and Access

 

Professional Experience:

 

AT&T, Inc, Dallas, TX                                                                                                               2003- Present

Administrative Provisioner I

·               Correcting automated fallout of residential and commercial DSL orders. 

·               Executes resolution for escalated orders, including “tech in the field” where immediate action is required.

·               Process overflow orders from various specialty teams, including Fiber To The Premise, and SPORT

·               Processed an average of 40 –50 Presidential Escalation tickets daily, resolving missed appointments for DSL

 

SME for Operating Manager

·               Daily Reports on agents productivity, call volume, etc.

·               Daily use of Microsoft Office Applications – Excel, Word.  Use of Word and PowerPoint for reports and presentations.

·               Extensive use of Excel for assigned work distributed on spreadsheet and reports.

·               Chosen for departments’ Employee Engagement Team to raise and maintain office morale.

·               Implemented Excel to create a daily reporting tool used regionally by multiple levels of management to query totals and status of ERT orders on hand.

·               Created a tool for recording   attendance for the Southwest region. Format has the ability to show the forecast for the entire year and can be perpetually updated.  This tool was used for four years to streamline the process of approving and recording attendance. This manual task has since been replaced.

 

Provisioning Call Queue

·               Process orders from the daily feed (create orders, disconnect, change speed or types, etc.)

·               Provide assistance via incoming calls from Field Technicians repairing customer DSL service.

·               Address escalated orders from specialized email inbox

·               Specialized in working order fallout from the Error Reject Tool and escalations as needed.

·               Prepare daily reports for management on attendance and production in the absence of the team Subject Matter Expert. Average production 50-75 orders a day

·               Reports Query data from daily feeds to alleviate order fall out after manual processing. (i.e., change orders due but not processed because of a yet unrecognized script error.)

 

 

Mitchell Staffing, Dallas, TX                                                                           2001-2003                                  

SBIS – Ameritech Order Management Group

·               Provisioned Ameritech DSL orders.

·               Performed Special Operations Team.

·               Reported and recorded timekeeping for payroll purposes

·               Responsible for the daily assignment of work and quality control

·               Assisted in resolution of managerial escalations

 

Education

 

Lincoln High School, Dallas, TX

High school

 

Allstate Business College, Dallas, TX            

Business English and Typing    

    

Richland Community College, Dallas, TX.   

Pursuing Mass Communications Degree                                                                                                             

 

Additional Professional Training:                           

·               Technical Knowledge Test Certification

·               Six Sigma Green Belt Certification

·               Business Writing   Service Plus