Cornelia Hailey-Gamble
P.O. Box 22
Brookfield, Illinois 60513
Ph: 773 972-0733
E-Mail: C.Hailey-Gamble@att.net
Objective
To enhance my job skills, applying the knowledge I have with the experience I
will gain to improve my skills for my next endeavor.
Qualifications
Over fifteen years of solid customer service telecommunication experience. I
have three years of allocation and provisioning skills. I have learned to work
using different types of software. I have supervisory skills. I am a hard worker
and I can easily adapt to a changing environment and new opportunities.
Education
2006-Present Colorado Technical University- Associate of Science in Business
Administration
1972-1976 High School diplomas, Orr High School
Experience
2007 –2008 DISPATCHER Cross-com National
Work with different vendors assigning work order for them to and
complete different computer, phone or printer problems for a variety of customers
that have open work orders with us. Contact potential customers explain our
business and try to get them to be one of our vendors. I work with vendor’s
nation wide including Canada, Hawaii, and Puerto Rico
2006 –2007 CAE Comcast
Answer incoming calls from customers to help and resolve there cable
problems. Sell upgrades to the customer’s on there cable service, Introduce
customers to Comcast new and different promotions in reference to cable service.
Educate the customers on Comcast billing system. Introduce customers to Comcast
other features that Comcast offer (Internet service, and phone service) Process
payments over the phone. Create trouble tickets for techs to go out and resolve
customer’s problems
2005-2006 EMC Technician 2, Broadwing Communications
Process trouble tickets for Long Distance groups. Working in a call center
environment, answering calls from customers. Opening trouble tickets, working
trouble tickets. Working with co-workers at different locations, handling
irrational/enraged customers. Work with different phone vendors to resolve
customer’s issues on their phone service. Team lead for the 2nd shift, help
newcomers to learn company procedures on working trouble tickets, Work in the
DMS, DEX switches, Net Analyst, Prism, NPAC, Onyx, Circuit Vision, Geoprobe, all
in which to trouble shoot the repair trouble tickets, and reset customers phone
equipment.
1999-2005 Translation Technician, Excel Communication
Process trouble tickets for toll free numbers. I handled trouble shooting
dedicated lines; verification of the lines being routed to the correct trunk.
Contacted various switch techs to assist in getting the customers lines working,
whether toll free or dedicated. I assisted in resetting passwords in the system
when employees had been locked out/revoked. I was team lead for the night shift
with four people working under me. I also helped in compiling and running files
for the blocking and unblocking of accounts. I trained the second & third shifts
on any new projects, or procedures that had been hands off to us in the past.
2000-2000 Network Facilitator, Voice stream (Contractor Tech System)
Visited proposed sites to verify where telephone service would be coming from.
Schedule OSPE (out side plant engineer) walks with the local Phone Company to
verify if proposed location had facilities available for our build. Developed the
proposed location on Visio and put on the shared drive. Train new facilitators.
Assist the Network Coordinator in his duties; I have learned to test T1’s. I have
created a spreadsheet to help our department scheduling, created forms for the
operations department to use in testing T1 lines with various phone carriers. I
created forms for the Operations department to turn up circuits also with various
long distance carriers. Constant contact with the switch techs verifying they
have all the proper paper work needed to test the circuits.
1999-2000 Technical Coordinators, First Union Securities (Contractor
Tech Systems)
Received trouble tickets from different branches in reference to their phones.
We called different telecommunications companies and schedule them to go to
different sites to repair what the problem might be at that time, order new
phones, cable and circuits, scheduled moves of different branches to different
locations. Contacted different vendors for price quotes on various types of phone
equipment.
1997-1999 Allocation Provisionary, IBM (Contractor Aerotek)
I made provisions and allocated networking equipment in fulfillment of customer
orders, tracked missing equipment and replaced defective equipment that was
allocated to a specific order. Resolve customer concerns and managed the
equipment inventory. Called customers for address verification, to schedule ship
equipment to the proper location. Contacted the warehouse to verify receipt of
the request for equipment to be ship on a particular day and time.
1996-1997 Customer Service Representative, TCI Cable
Worked at the Call Center taking incoming calls referencing the
installation of cable service, handling of calls to explain to the customer
his/her billing, made adjustments to the customer accounts when necessary,
received credit card payments over the phone for cable service, and set up
installation dates for cable install. Initiated active trouble shooting of issues
with cable service while conversing with the customer.
1985-1997 Customer Service Representative, Sprint/Centel
Managed customer problems via phone or in person; provided service on telephone
installation; made adjustments to telephone services. Assisted customers in
understanding their telephone bills; provided guidance to co-workers when
supervisors were absent, explained and demonstrated various telephone equipment
to customers; explained purchasing and shipping cost; issued customers credit
when service was disrupted or if there was a change to the telephone service. I
received several awards for outstanding sales in a six-state region including the
Diamond Award.
References
Available Upon Request
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