Amelia Jenkins
Taylors,SC
Summary
Telecommunications professional with over 20 years of experience, specializing in troubleshooting and circuit testing. Proven ability to lead teams in optimizing operational processes, resulting in timely order escalations and resolutions. Expertise in cross-department collaboration and technical documentation ensures exceptional customer service while managing multiple tasks effectively. Aiming to leverage extensive industry knowledge to drive further improvements in service delivery.
Overview
30
30
years of professional experience
Work History
Circuit Acceptance Technician II
WINDSTREAM
Greenville, South Carolina
01.2013 - 01.2024
- Troubleshooting complex orders
- Maintained personal queue within allotted task intervals
- Escalated orders from upper management
- Ensured circuit acceptance team process for M6, M4, ASAP, MSS, iCare, and BPMS
- Gained experience with systems to answer questions from the team and other departments
- Played key role on projects and served as SME on new systems and processes
- Managed multiple tasks related to testing and acceptance of T1 circuits, Metro E, etherloops, and UNE-L facilities at time of turn up from ILEC
- Opened trouble tickets with ILECs on failed circuits
- Worked with ILECs, FSRs, and color technicians from ILEC offices, customer location, and colo sites to troubleshoot and correct circuit issues
- Oversaw the first level of escalation with ILEC
Department Lead of Local Service Request Orders
WINDSTREAM
Greenville, South Carolina
01.2004 - 01.2013
- Checked employees' work queues for proper and thorough notes every 48 hours
- Coached employees on ways to improve in their respective roles
Local Service Request Orders Specialist
WINDSTREAM
Greenville, South Carolina
01.2001 - 01.2004
- Submitted orders to LEC for number portability
- Worked on E911 by submitting data for customers
Order Entry Specialist
WINDSTREAM
Greenville, South Carolina
01.2000 - 01.2001
- Submitted orders from sales into the systems
Customer Service Professional
MCI TELECOMMUNICATIONS
Greenville, South Carolina
01.1994 - 01.2000
- Established new service, using customer service systems
- Analyzed customer calling patterns and recommended products and services
- Resolved billing concerns for customers
- Resolved customer calling issues promptly.
Education
Some College (No Degree) - Veterinary Assistant
Greenville Technical College
Greenville, SCSkills
- MS Office
- Jira
- Remedy
- Proficient in Multiple MUX Platforms
- Trouble ticketing
- Cross-department collaboration
- Circuit acceptance
- Circuit troubleshooting
- Order escalation
- Customer service
- Team leadership
- Attention to detail
- Effective communication
- Time management
- Technical documentation
- Problem resolution
- Troubleshooting
- Coaching employees
- Deadline management
- Data entry skills
- Organizational skills
- Multitasking Abilities
- ILEC coordination
- Circuit testing
- Order processing
- Conflict resolution
- Typing speed 50wpm
Timeline
Circuit Acceptance Technician II
WINDSTREAM
01.2013 - 01.2024
Department Lead of Local Service Request Orders
WINDSTREAM
01.2004 - 01.2013
Local Service Request Orders Specialist
WINDSTREAM
01.2001 - 01.2004
Order Entry Specialist
WINDSTREAM
01.2000 - 01.2001
Customer Service Professional
MCI TELECOMMUNICATIONS
01.1994 - 01.2000
Some College (No Degree) - Veterinary Assistant
Greenville Technical College
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