Telecommunications Manager Resumes in US: Phyllis

Telecommunications Manager Resume

Contact Candidate

Name:

Phyllis

Location:

Experience:

10+ yrs

Most Recent Job Title:

Telecommunications Manager

Objective:

Phyllis Wilkins-Scott
415 Caxton Ct.
Atlanta GA 30331
Phone: 404-344-3777; Cell – 404-626-2487

April 4, 2008

RE: Online - Work from home position

I am interested in applying for an entry level online teaching position with your school.
My education includes a BS degree in Spanish Education. Presently, I am in management with Bellsouth and have many years experience with the company where, on occasions, I am asked to communicate using my excellent Spanish education skills. In addition, I have excellent computer skills and excellent written and verbal communication skills in both English and Spanish.

Should you have a present or future need for a person with my qualifications, I would be interested in discussing, in detail, my capabilities. I can be contacted by phone at
404-344-3777 or email scott331328@bellsouth.net .

I look forward to hearing from you soon.

Sincerely

Phyllis Wilkins-Scott

Resume Text:

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2007 – Present AT&T (formerly BellSouth Telecommunications) Atlanta, GA

SR/Quality/M&P/Process Manager

CONSUMER SERVICES

Create Methods and Long Distance procedures for an audience of 4500+ Consumer Service Representatives in the SE region.

Ensure accuracy of language, grammar and details

Process online training of subject matter

Provide support to Field Interface/Support

Contribute by scheduling and participating in scheduled meetings and conference calls with VPs and Associate Directors

Compile Project Briefs to ensure FTEs are applicable and provide revenue targets to VPs and GMs.

2006 - Present BellSouth Telecommunications Atlanta, GA

SERVICE ORDER QUALITY MANAGER-

CONSUMER SERVICES

Provide service order support and error resolution for the Consumer Retail Market Inbound Centers

Manage Consumer Headquarters Error mailbox which serves as a mediator for the field for error requests that are unable to be corrected.

Perform root cause analysis to resolve and reduce service order error issues

Provide support to Field Interface/Support

Responsible for Service Order Quality activities which secures revenue for the company

Identify service order impacts associated with new existing products

Partner with the Subject Matter Experts (SME) to review, analyze and develop processes to address all area of service delivery

Contribute by participating in scheduled meetings and conference calls with Lead Staff Manager, Center Manager Staff and Coaches

Provide Sales Associates and Service Representatives with accurate and timely documentation/training related to service order quality and error corrections

Research and evaluate service order impacts to address rules and regulations dictated by regulatory authorities.

2004-2006 BellSouth Telecommunications Atlanta, GA

SALES/SUPPORT MANAGER-

SMALL BUSINESS ACCOUNT MANAGEMENT CENTER

Managed 9 Service Representatives and 2 Service Consultants

Functioned as the single point of contact of Sales Support for the AMC

Built relationships with AMC Sales team

Served as ACF2/IMS Administrator for the AMC

Was responsible for problem resolution, supervision of interdepartmental project team and ensuring total customer satisfaction

Managed to a 109% lift in svc orders per representative per month within the first 6 months

Decreased adjustments by more than 50% within the first 3 months

Teamed with the Sales organization to develop and implement process improvements and maintain positive relationships with internal customers

Was responsible for coaching and developing direct reports

Maintained a high degree of proficiency and knowledge of internal processes/technology/industry trends.

Extensive experience with customer escalations, PSC complaints, and Executive Appeals

Decreased service order error rate by 50% within the first month

2002-2004 BellSouth Business Systems Atlanta, GA

CUSTOMER CARE MANAGER-

MID‑MARKET/LARGE Business

Managed Customer Service Associates who team with high‑volume assigned account executives to deliver award winning customer care to mid market and large business customers

Responsible for problem resolution, supervision of interdepartmental project team and ensuring total customer satisfaction.

Teamed with Sales organization to establish process improvements and maintain positive relationships with internal customers

Responsible for coaching and developing direct reports

Develop and maintain a high degree of proficiency and knowledge of internal processes/technology/industry trends.

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