Adrienne Evans
Pleasant Grove,AL
Summary
Dedicated Quality Assurance Telecommunication Analyst with a strong focus on resolving billing disputes and delivering exceptional customer service. Proven ability to enhance operational efficiency through data analysis and compliance auditing. Insightful and known for high productivity and efficient task completion. I possess specialized skills in data interpretation, statistical analysis, and predictive modeling which enhance problem-solving capabilities. Also excel in communication, teamwork, and adaptability, ensuring seamless collaboration and innovative solutions in dynamic environments.
Overview
27
27
years of professional experience
Work History
Quality Assurance Telecommunication Analyst
AT&T Communications Call Center
Birmingham, AL
03.2016 - Current
- Resolved billing disputes for finance clients through thorough investigations.
- Delivered exceptional customer service to billing and finance clientele.
- Utilized multiple telecommunication billing systems to enhance operational efficiency.
- Acquired in-depth knowledge of products, pricing, and contract negotiations.
- Accountable for accurate customer billing processes.
- Managed logistics to guarantee products reached designated locations.
- Accountable for ensuring accurate customer billing
- Guaranteed compliance of prices with federal regulations for the region.
- Validated the correctness of calls and orders for each region.
Customer Service Representative
AT&T Communications Call Center
Birmingham, Alabama
01.1999 - 03.2016
- Coordinated provisioning of service orders for local exchange carriers within residential department and small business, incorporating unbundled network elements orders and ONSP.
- Collaborated with management to align training initiatives with company goals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
Education
MBA - Business Administration
Faulkner University
Montgomery, AL08-2021
Bachelor of Business - Executive Business
Faulkner University
Montgomery, AL05-2020
Computer Science With A Concentration in Information Technology -
Pace University
New York (City), NY05-2018
Skills
- Data analysis
- Billing systems
- Compliance auditing
- Technical troubleshooting
- Process optimization
- Customer relationship management
- Service order coordination
- Team collaboration
- Problem solving
- Effective communication
- Attention to detail
- Time management
- Conflict resolution
- Data integrity verification
- Contract analysis
- Analytical thinking
- Compliance analysis
- Quantitative research
- Audit support
- Customer service
- Telecommunications knowledge
- Client relationship management
- Account management software
- Vendor account management
- Territory and account management
- Billing dispute resolution
- Competency in Microsoft office suite
- Excellent verbal and written communication
- Calm and effective under pressure
Accomplishments
Emerge Leadership Program
Timeline
Quality Assurance Telecommunication Analyst
AT&T Communications Call Center
03.2016 - Current
Customer Service Representative
AT&T Communications Call Center
01.1999 - 03.2016
MBA - Business Administration
Faulkner University
Bachelor of Business - Executive Business
Faulkner University
Computer Science With A Concentration in Information Technology -
Pace University