Chanda Clark
Lawrenceville,GA
Summary
Motivated employee skilled in customer service, leadership, business operations and product support, sales and supervision. Seeks opportunity to utilized and increase customer satisfaction and impel company growth.
Overview
27
27
years of professional experience
Work History
Specialist Network Administrator
AT&T
Atlanta
06.2014 - Current
- Responsible for the operational testing and implementation of new hardware and configurations on Ericsson and Nokia elements
- Identify root cause, resolution, work around, testing and fixes or design changes to restore and improve customer wireless services
- Provide technical troubleshooting and leadership skills required to recover from the most complex network problems in real time to restore service
- Subject matter expert that works closely with business partners to identify and quantify business issues associated with specific projects, develop, and implement business strategy, and assist in setting strategic technical direction in support of customer facing organizations
- Assist in the coordination, partnership, and management of technology vendors, outside consultants and internal dotted line resources as needed
- 24/7 Call Center environment
- Safeguard quality management standards and procedures for issues that maintain the integrity of the established guidelines, including such activities as developing business cases, defining business and or technical requirements and preparing detailed plans and schedules
- Forecast and prioritize daily support services regarding requests for repair, installation, major moves, adds and changes
- Make scheduling recommendations for field personnel responding to critical situations, via ACD, email, and Chat channels
- Solves non-routine problems by independently applying judgment to established analysis and standard approaches
- Open, update, and close trouble tickets as required to track progress of trouble resolution.
Provisioning Administrator
AT&T
Atlanta
02.2009 - 05.2014
- Performed end-to-end implementation support of AT&T customer internet services for new customer connections, service changes and service disconnect
- Communicated with sales team and other internal/external departments for solution of DSL product issues
- Completed root cause analysis and resolution for routine escalations and service implementation problems.
Manager, Customer Service
AT&T
Kennesaw
12.2006 - 06.2008
- Maintain, grow, and further develop a team of talented individuals to meet requirements of business functions and processes
- Perform all necessary supervisory functions (goal setting, performance evaluations, etc.)
- Establish team goals that provide measurable and achievable results
- Track and analyze daily performance and use information to motivate team in meeting and exceeding monthly efficiency targets
- Supervised 15 employees including training, work distribution and attendance management
- Enhanced teamwork and representative skills, reduced customer escalations, and improved the customer experience.
Customer Service Representative
AT&T
Atlanta
01.1997 - 12.2006
- Managed inbound calls and consulted with residential consumers to propose a variety of telecommunications products and services
- Handled inbound calls and consulted with other departments to handle business customer’s issues to resolution
- Determined credit and security requirements and extension of credit request through Equifax and company specified guidelines
- Met individual sales objectives and consistently exceeded company targets on customer care metrics
- Ensured customer satisfaction through proper handling of orders, billing, service, adjustments, complaints, update personal information and other inquiries
- Escalated on fraud and fraud related accounts to appropriate dept.
Education
Gwinnett Technical College
Skills
- Proficient customer service skills
- Analysis/problem solving and resolution
- Established leadership proficiencies
- Knowledge Base
- Creative thinking and the Know-how, to be flexible as well as adaptable
- Positive attitude – a “can do” approach to the job
- Compliance and Policy
- Virtual communication skills
- Time management
- 24/7 Call Center environment
Timeline
Specialist Network Administrator
AT&T
06.2014 - Current
Provisioning Administrator
AT&T
02.2009 - 05.2014
Manager, Customer Service
AT&T
12.2006 - 06.2008
Customer Service Representative
AT&T
01.1997 - 12.2006
Gwinnett Technical College
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