Summary
Overview
Work History
Education
Skills
Timeline
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CAROLYN WATSON

Fort Washington,MD

Summary

Dedicated Customer Service Specialist/Agent providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

28
28
years of professional experience

Work History

Customer Service-Agent

TL Auto Purchasing, LLC (Contractor)
Charlotte, NC
07.2019 - 03.2022
  • Received Inbound calls from potential customers.
  • Interact with customer and evaluate the condition of the vehicle, verifying the accuracy of their responses via Vehicle Identification Number using phonetics entry. Negotiated the purchase offer of vehicle(s) Present offer to the customer
  • If it is accepted, then I would process the transaction and set-up logistics (pick-up delivery and payment) for Carrier.
  • Used technology products (G-Suite Software products) and Sales experience to interact with customer to facilitate and process transactions.
  • Accomplished responsibilities exhibiting the skills listed below: Excellent verbal and written communication skills. Attention to details, and excellent time management skills.
  • Accomplished to stay calm and focused when dealing with complicated situations under high pressure. Able to work efficiently individually, or as a part of a collaborative team. Utilizes strong analytical problem-solving and organizational skills.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.

Network Engineer Software/Hardware

WYLE Information Systems (Contractor) (RS Information Systems (RSIS)
Andrews Air Force Base (AAFB), MD
10.2003 - 10.2008
  • Monitoring Networks. Provided (NM), troubleshooting events, alarms, monitor network using HP OPENVIEW AND CISCO Works, configuring Cisco Secure ACS 3.3, TACACS server, and AAA on all Cisco equipment.
  • Accomplished network hardware, software, inventory, topologies, procedures, and documentations to troubleshoot customer network problems.
  • Tracked troubles and changes request on Client Systems using REMEDY, Accomplished HP OpenView Maps to match the Network layout.
  • Accomplished statistical and performance network reports using Network Management Systems(NMS) and Sniffer probe to generate graphs and reports on Network usage and performance network reports.
  • Accomplished all system upgrades and apply all patches on Windows 2000, XP, Windows 2000/2003 server platforms, Corrects Vulnerabilities from ISS Network Vulnerability Scan. Performing weekly backups on all network equipment'
  • Backup functions on HP OPENVIEW and Cisco Works via Veritas backup software. Provided customer and vendor liaison support, communicate effectively, both orally and in writing, with elected officials, senior staff, information systems professionals and non-technical users.

Staff Electronic Technician II

U.S. State Department-SA26 (Contractor- ManTech International)
Beltsville, MD
01.2003 - 10.2003
  • Accomplished disseminating messages to posts around the globe 24/7
  • Maintained Crypto logical equipment surveillance, hourly updates of Crypto
  • Detect and rectify Crypto problems, provide customer service to various Posts
  • Re-route post via phone line or modem as soon as possible to provide text message
  • Maintain log for turnover on all relevant occurrence of prior shift
  • View messages containing errors that were sent to our error queue
  • Customer support on modem configurations, outages
  • Moving/configuring equipment as needed
  • Accomplished inventory of equipment via Excel, Support Client on drawing using Visio

Cutover Director - Implementation Engineer

WorldCom (Spherion Inc. Contractor)
McLean, VA.
10.2000 - 06.2002
  • FTS2000/2001, coordinated of the cutover of services using Digital Signal Level’s (DS0, DS1 and DS3) for the FTS 2001/ provide to MCI, includes the program management of up to 40+ technicians via teleconference performing cutovers at end-user’s installations
  • Trouble-shoot all facets of switch technology within the FTS2001 Network including Private Rate Interface (PRI's), Standard T1's, Toll Free, Dedicated Data/Switched Voice Services, and Circuit Switched Data Services
  • Accomplished advanced technology and business solutions to meet diverse needs
  • Support all field technicians in determining type of service and circuit layout on existing and new service prior to transitioning all DS1/DS3 cross connects to include the physical cabling and provisioning of the facilities on associated equipment
  • Accomplished a $44 Million Dollar Social Security Administration (SSA) Federal contract resulted in a Call Center Network Solution (CCNS) that provided phone services to forty-four Telephone Service Centers throughout the United States
  • Completed the FTS 2000 Project which provided quality phone service and faster data communications for major Government Agencies, (DOD, DAE, DOT, DOC, DOL, DOA, GSA, US Postal, Coast Guard, IRS, and FAA).

Communications Specialist/Configuration Management

U.S. House of Representatives - House Information Resources
Washington, D.C.
06.1996 - 10.2000
  • Replacement outdated Cabletron hubs on the House Campus network with Cisco 5500 and 2924 series switches, Cabletron Hubs, American Power Conversion (SNMP Adapter) for UPS equipment and associated software, configuring, and arranging the installation of the new switches onto the House Campus network.
  • Maintained network hardware, software, inventory, coordination, procedures, and documentation
  • Provided customer and vendor liaison support. Performed testing, training of other staff as necessary, status reporting and performance management
  • Monitored/Troubleshoot problems using APC Power Net Manager for UPS device, communication devices such as, Cabletron Hubs, CSUs/DSUs, and Cisco Router using SPECTRUM Element Manager and Cisco Catalyst Switch using Cisco Works and HP-OPENVIEW Network Management System (NMS), Configured event log, alarm view, fault isolation and repair assignment functions of Network Management System.
  • Ability to communicate effectively, both orally and in writing, with elected officials, senior staff, information systems professionals and non-technical users.
  • Monitoring and maintaining all communications networks for all Members and Committees, Coordinated installation and maintenance of circuits with AT&T, C&P, MCI, and Sprint. Reported and tracked local carrier service for District Office outage.,
  • Accomplished first line troubleshooting and customer service of connectivity problems for Member and Committee, provided diagnostics for modems on dedicated circuits and dial-in rotaries, and service on all highspeed network and gateway connections.
  • Tracked troubles and changes request on Client Support Systems, dispatch Field Technicians to problem sites,

Network Technician

US House of Representatives
Washington, DC
03.1994 - 06.1996
  • Monitor and maintain all communications networks for all Members and Committees
  • Coordinated installation and maintenance of circuits with AT&T, C&P, MCI, and Sprint. Tracked troubles and change request on Client Support Systems. Dispatched Field Technician to problem sites.
  • Accomplished first line troubleshooting, customer service connectivity problems for Member and Committee. Provided diagnostics modems on dedicated circuits and dial-in-rotaries service on all highspeed network and gateway connections.
  • Reported and tracked local carrier service for District Office outages.
  • Provided members and committee staff with network connections using 66 block and 110 twisted pair wiring, coax, and fiber. Responded to system problems for night, weekends, holidays, and emergencies.

Education

Mortuary Science

University of District of Columbia

Telecommunication Engineer

CAPITOL COLLEGE

Court & Conference Reporting

STRAYER COLLEGE

Skills

  • Call Management Systems (CMS)
  • Inbound and Outbound, Calling Researching
  • Active Listening
  • Client Relations
  • Conflict Mediation, Courteous demeanor, Complaint resolution
  • Professional telephone demeanor, Critical Thinking
  • Call Management - Prioritization Customer consulting
  • Data Entry-Typing proficiency Grammar, Proofreading
  • Reading Comprehension - Document Control
  • Coordination Paperwork Processing
  • Appointment Scheduling
  • Delivery Scheduling, Warranty Service
  • Follow-up skills
  • Consultative Sales
  • Report Generation - Sales closing
  • Scheduling
  • Call Center Operations
  • Technical Support
  • Route Management
  • Multi-Task Management
  • Staff Training, Product Education
  • Adaptive team player, Team Development
  • Project management abilities
  • Business development understanding
  • Clerical Support
  • Microsoft Office expertise
  • Quality Control
  • Filing
  • Communication Management Systems (CMS)
  • Administrative Support
  • Microsoft Office Suite
  • Product Knowledge
  • Documentation
  • Positive and professional
  • Problem-solving abilities, Dispute Resolution
  • Communication Management Systems (CMS)
  • MS Excel
  • MS Project
  • MS Word
  • MS Visio
  • MS Outlook

Timeline

Customer Service-Agent

TL Auto Purchasing, LLC (Contractor)
07.2019 - 03.2022

Network Engineer Software/Hardware

WYLE Information Systems (Contractor) (RS Information Systems (RSIS)
10.2003 - 10.2008

Staff Electronic Technician II

U.S. State Department-SA26 (Contractor- ManTech International)
01.2003 - 10.2003

Cutover Director - Implementation Engineer

WorldCom (Spherion Inc. Contractor)
10.2000 - 06.2002

Communications Specialist/Configuration Management

U.S. House of Representatives - House Information Resources
06.1996 - 10.2000

Network Technician

US House of Representatives
03.1994 - 06.1996

Mortuary Science

University of District of Columbia

Telecommunication Engineer

CAPITOL COLLEGE

Court & Conference Reporting

STRAYER COLLEGE

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CAROLYN WATSON