OBJECTIVE: To secure a challenging career within a dynamic and diverse professional environment utilizing my customer service, project management, and leadership experience.

 

PROFILE: Multifaceted professional successful at building strong professional relationships while maintaining high team morale and energy. Demonstrated ability to launch and maintain projects, gain customer trust and provide exceptional follow-up leading to increased and repeated business. I am enthusiastic self-starter with excellent communication, organizational and computer skills with expertise in the areas of project coordination and management, customer service, sales, call-center and help desk operations, and leadership. I will be an excellent fit for your organizations.  

·                  Customer relations specialist	·                  Natural leader
·                  Problem Collections	·                  Quality assurance and control
·                  Organizational Skills	·                  Communication Skills
·                  Computer Literacy	·                  Time Management Skills
·                  Work as Team Player	·                  Unsurpassed work ethic

CAREER HIGHLIGHTS

·   Manage the installations of 26 facilities for inmate payphone services for over 2200 payphones.

·   Recovered over $1.72 Million in transition dollars spend, central offices audited, and reporting items included barcode results, inventory recovery projects (both actual and identified).

·   Leadership responsibilities included interviewing, hiring, training, directing, rewarding, and disciplining associates; appraised associate performance; and resolved complaints.

·   Experienced in installing and repairing cable systems; tested and fixed technical problems in telecommunication devices.

·   Secured numerous company achievement awards for delivery of exceptional customer service; talent for identifying customer needs and presenting appropriate company product and service offerings.

 

TrueNet Communications              Baltimore, MD

Plant Extension Coordinator                                                                                    2/2014 - Present

·   Liaison between Comcast customers and constructions keeping everyone informed to the progress

·   Utilize Comcast web application ER to process individual serviceability tickets.

·   Utilize AMDOCS/Cable Data to verify the validity of Serviceability tickets.

·   Perform Desktop survey referring to system maps via Google Maps, ADC map books, Watchtower and via prints from Bentley Viewer and construction prints to determine serviceability of given address; experience with Bentley Comms to determine serviceability of given address.

·   Utilize Comcast web application ESLAM to search for and add addresses to the billing system Excellent with communicating roadblocks to the Work Coordinator and Engineer's daily, coordinate with Contractors/Vendors to get services for the customers.

·   Investigate customer's complaints and replies and take appropriate action.

·   Maintain security and confidentiality of records, Create tracking dispatched tickets for serviceability coordinator can filter dispatched ticket out easier in MS Excel 

·   Maintain daily tracking with Microsoft Excel to ensure accurate identification of all ticket requests and outcomes

BROWNS COMMUNICATIONS (Contractor)                 Elkridge, MD

Project Manager – State of MD Department of Public Safety & Correctional Services                       1/21/13-7/2013 

·   In charge of Inmates Payphone services in 26 facilities in Maryland. Manager Site Administrators and Technicians to service and support the inmate telephones system.

·   Manage warehouse for supplies for telephones services working with vendors to stock supplies for each facility. Had to compliance with regulations, laws, and policies for prison system 

·   Implement steps for 26 facilities where we install wiring, cabling and cut-off switches also network interface, cross-connect, workstation cabling and workstation set-up.

·   Worked with Verizon Wireless and AT&T for the T1’s acceptance and system test to complete the project. Scheduled training for all staff members for each facilities. 

·   Outlook calendar/schedule maintenance; scheduling internal and external meetings. Schedule System Turn-up and cutover, System Test & Acceptance, Training for facilities staff.

·   Work directly with project sponsor State of MD Department of Public Safety & Correctional Services to coordinate scheduling/milestone management efforts.  Initial project was set up in Microsoft Project by procurement office. Management and changes to approved schedule/milestones were done, under my supervision, by (5) project associates.

·   Utilized schedule data from MS Project to produce an excel tracker to create individual schedules for installation resources (8 Technicians).

·   Once payphones were replaced, managed returned inventory through an excel tracker as well. Create

·   Worksheet s in MS Excel for scheduling  system turn up  & scheduling  technicians work day/ Create, format and edit correspondence, reports, databases from draft to client-ready stage; draft responses to general inquiries  word processing, photocopying, document printing and packaging.

·   Created presentations in MS PowerPoint Presentations for training of how to use the phone system for inmates Manage workflows/milestones in Harmony (MS project-style) database for non-customer impacting/minor customer impacting projects for internal stakeholders (marketing, finance, tech ops)

·   Forecast/reforecast milestones based on customer needs and estimated path completion per project staff updates

·   Payroll account maintain, review, closed and process active accounts, Provided customer assistance with payroll questions

·   Entered personnel actions, reviewing pay authorization documents, and processing pay entitlement actions that serve as a basis for pay and leave computation and affect the disbursement of pay; approved timesheets

 

Williams Rewards                                                                                                     Aberdeen, MD

Distributors                    2/2008 – present

·   Sell XFT Xtreme Fuel Treatment to new accounts, planning the work schedule to include calls of potential distribution.

·   Train and build distributors to have positive, productive relationships with their customers to maintain accurate records for all sales.

·   Train distributions (20 distributions) to be as accurate with pricing strategies, including promotional pricing, making up the sale information for all flyers. Sales data errors and make corrections to ensure accurate account balancesand Credit Cards use keeping accurate records for the sales; correct data for accurate account balancesdata errors and make corrections to ensure accurate account balances data errors and make corrections to ensure accurate account balances data errors and make corrections to ensure accurate account balances.

 

Purple Passions Travels                                                                                                            Aberdeen, MD

Travel Agent                                            3/2007 -8/2010

·   Supply information and advice to clients on customs regulations, passports, visas, currency regulations and tourist attractions, the compiling of itineraries, the booking of flights, tours, accommodation, car rental and general administration.

·   Coordinate global and domestic travel arrangements; may involve organizing schedules, itineraries and travel documents

·   Knowledge of office and administrative procedures and ability to organize and prioritize tasks normally

·   Receive visitors and assist/direct phone call to ensure clear, consistent, accurate information for customers. Answers inquiries; promote and sell products and services and close sales. Identifies the needs of the customer, provide suggestions and alternative options to meet and exceed those needs.

Verizon 6/1988-12/2007                           Baltimore, MD

Regional Inventory Management                      9/2002 – 12/2007

·   Audited and analyzed the RECON process to complete the Central Offices equipment inventory working with Central Office Equipment Property (COEP) and Central Office Verification Team (CVT) and verified the completeness of records in the COEP database with Verizon’s vendors; compose letters using correct grammar, punctuation and spelling. data errors and make corrections to ensure accurate account balancesI supervised 6 vendor’s companies and 12 supervisors.

·   Provided assistance to the Regional Inventory Management teams and Network Operations when audits were performed

·   Verified Scanner, provided verification of the Console passwords and logons, verified equipment part numbers for members of the audit teams, and provided instructions on how to reset scanning equipment. Reported items which included barcode results, inventory recovery projects (both actual and identified), and transition dollars spent and audited central offices.

·   Independently assisted in or lead special and ad-hoc projects related to division and/or corporate activities worked with sprit de Corp Coordinator for our team, 2004 & 2005 emceed the VZ-Games a Team Building Project event which Esprit de Corp puts on each year

Mid-Atlantic Region Engineer                                                                                                   2000-2002

·   Processed customer circuit orders and insured completion of installation for off-net circuits for Competitive Local Exchange Carrier (CLEC). 

·   Processed firm orders for Dark Fibers in Trunk Integrated Record Keeping System (TIRKS). Provided Dark Fiber Engineering services form for Field Survey for Retrofit/Clean Connector for the Competitive Local Exchange Carrier (CLEC) and managed records of order completion to ensure accurate billing and compensation in call center for Dark Fiber.              

·   Designed high capacity circuits in E1 with SCID- SONET Carrie Display; DS3-DIGITAL SIGNAL, Optical Carriers from OC-3 –OC-192 with 99% on-time performance, which exceeded 96% objective

·   Compiles, creates and maintains various reports, databases and charts using software applications

Project Coordinator              1997-2000

·   Coordinated Synchronous Optical Network (SONET) networks in the BMET region.  Scheduled and tested work groups within Verizon; Central Office Equipment (COE), Outside Plant (OSP), BA-SSDAC, NTEC, Network Operations Center (NOC), Common Short Code (CSC) and SDD in the call center for testing new systems.

·   Tested and did placement of cross connects in various Multiplexes (MUX’s); coordinated and tested alarms to analyze and identify problems with a variety of engineering orders and developed drawing/scheme for customers. 

·   Initiated the first SONET alarm for provisioning of SONET in Delaware for Blue Chip Customer, MBNA & Aerotek

Service Technician, Networks Operations                                                                                       1988-1997

·   Worked Maintenance and installation for residential and business services for telecommunications. Interact with customers, analyze and correct problems with service orders dealing with phones.

·   Technician skills includes: climbing telephone poles, different kinds of meters.

·   Repair Call Center taking calls from customers to get their phones repaired and doing diagnosis testing of their lines also trained to read Engineer Work Order, Scheme and Engineer Drawing.

·   Union representative for CWA- Safety Coordinator for the 2100 Local CWA

 

LEADERSHIP EXPERIENCE:

·   Vice President of Harford County School Board 2003-2008

·   President of organization  working with the youth; AdHoc Committee for the youth in Harford County

·   Volunteer Achievement Counts Program in Maryland

·   President of Edgewood Community Council; a Political Board organized to solve community issues.