JOYCE S. SMITH
 [Send email to request phone number] 20-7901  |  6709 Fair Oaks Road, Roanoke, VA 24019  |  [Send email using
form at bottom]

http://www.linkedin.com/pub/joyce-smith/33/a5a/516

SUMMARY

Versatile professional with proven success in project coordination and
implementation, customer service, and data analysis. Key strengths in planning
and executing complex customer orders, building strong customer relationships,
and collaborating cross-functionally to meet organizational goals. Efficient,
detail-oriented, and proactive; track record of maximizing revenue, while
minimizing expenses. Strong analytical skills, initiative and ingenuity to solve
complex problems and implement remedial measures. Strong PC skills, with
proficiency in MS Word, Excel, Outlook and a broad knowledge of information
systems. Selected accomplishments include:


	Voted by peers for Service Rep of the Year award for willingness to
assist others and going above and beyond for support of my clients. Focused on
retention and cultivation of customer base.
	Won Grand Prize in national contest for significant revenue
contributions.
	Met crucial deadlines for the elimination of several vital telecom
systems; recognized by company President for contributions to project.
	Circle of Excellence Winner for 3 different quarters – Highest MCI
recognition 

PROFESSIONAL EXPERIENCE

Customer Service
	Reviewed invoices and resolved billing issues, maintaining
reduction-of-credits objective.
	Collaborated with account team to reach contract renewal goal,
achieving 90% retention rate.
	Fielded and resolved complex service outages and chronic customer
tickets.
	Oversaw training, support, and revenue growth for new accounts.

Project Coordination 
	Implemented more than 890 customer orders from Jan.-Oct. for Fortune
500 clients, 2010.
	Managed entire project lifecycle, coordinating deliverables, including
customized project plans, change requests, implementation-issue lists, biweekly
status reports, meeting agenda with action items, and project-close documents.
	Established and met project milestones, identified conflicts, and
developed solutions. Errors could result in delays, reworks and adversely affect
customer relationships and significant revenue loss to their company.

Branch Service Rep /Associate Service Rep
	Migrated Telecom USA clients to billing and system platforms as a
result of the MCI merger
First person in VA to assume position, Fast paced, time sensitive with
elimination of systems
	Educated, increased revenue maintained Excel docs of all pertinent
client product information
	Aug 16,1983 Attained highest level of achievement – Recognized by the
president of MCI 

 Contract Supervisor Bell Atlantic Materials Recycling Center
	Facilitated daily warehouse operations to ensure efficient work-flow
and high quality service delivery 
	Assigned work assignments and trained staff of 10 on safety procedures
and company policies,material identification ( over 10,000 items) ,preparation of
logs and shipping procedure 
	Solely responsible for data entry for AT&T cable reel inventory into
CRIS system
	Coordinated trailers in a 3 state area for central office removals and
document accompaniment 


EMPLOYMENT HISTORY

Project Implementation Coordinator – MCI / Verizon Business, Roanoke, VA	1998 –
2011
Customer Service Consultant – MCI Telecommunications, Roanoke, VA	1995 – 1998 
Branch Customer Service Representative – MCI Telecommunications, Roanoke,
VA	1994 – 1995
Associate Service Representative – MCI, Roanoke, VA 	1993 – 1994
Supervisor Recycling Center- Butler-MacDonald contracted C&P                    
  	 1985 – 1988




EDUCATION / PROFESSIONAL DEVELOPMENT

	Asserting Yourself Professionally, Effective Business Writing (2010)
	ITIL Foundation V3 – Five Core Publications (2010)
	Received certificates for completion of 16 internal implementation
related courses (2009/2010)