career objective                              

results-driven operational management specialist eager to contribute strong client relations and procedural improvement skills toward supporting the employer in optimizing operational and financial performance

profile                                                

ø  offer numerous years of customer service and operational management experience with expertise in procedural analysis, data management, order expediting, and business development within the telecom industry

ø  solid record of increasing productivity, efficiency, and customer satisfaction and retention in highly competitive environments; train and supervise top-performing support teams

ø  lead and collaborate with business improvement teams on special projects; create customized databases that resolve department-specific issues

ø  dynamic organization, prioritization and time management skills; consistently achieve critical deadlines while maintaining high quality standards

ø  proactive team player equally effective in independent and collaborative environments

 

~ technical proficiencies ~

windows operating systems ~ ms excel, word, powerpoint ~ internet explorer

icore ~ sots ~ usrp ~ usrpi ~ mis ~ docviewer ~ aise databases

professional experience                

at&t                                                                                                                                                    1987 c present

international order manager, worldwide customer service, white plains, ny (2006 c present)

• in recognition of superior performance, steadily progressed within company to attain position entrusted with managing all aspects of global data and ip services projects including frame, atm, siw, ip, and multicast orders
• consistently achieve outstanding levels of customer satisfaction through collaborating with interdepartmental teams and external agencies to ensure an integrated client experience and expedite service
• examine and validate orders, respond to customer task calls, conduct capacity checks and system verifications, and supervise access pricing

international project manager, network services, white plains, ny (1999 c 2006)

• provided customer service, quality control,  and comprehensive oversight for major international orders; closed 100% of orders within milestone dates, maintained 93% rate of on-time completions, and delivered 90% of telco orders on commitment dates
• steered new product roll out and upgrade efforts, key transition and disconnect projects, and end-to-end order provisioning; achieved and beat critical deadlines
• led interdisciplinary team in developing and implementing new database resulting in increased service efficiency and improved order tracking

international global coordinator, network services, white plains, ny (1996 c 1998)     

• successfully managed south african expansion efforts as well as account provisioning for europe, asia-pac, south america, mexico, and canada; conducted operational testing procedures, analyzed results, and streamlined procedures
• selected to serve in england offices alongside the capacity management team; increased trans-atlantic capacity and resolved backlog issues to recover on-time performance ratings

sales representative c private line, business services, parsippany, nj (1995 c 1996)                         

sales representative, consumer markets, fort lee, nj (1991 c 1995)

account executive, global business communications, west orange, nj (1987 c 1991)                           

                                                                        

education                                           

carnegie-mellon university, pittsburgh, pa 

bachelor of arts in psychology

 

stevens institute of technology, hoboken, nj   

master s certificate in project management