DARLENE GRAYSON

• Order Provisioning for CLEC Internet Installs, Disconnections and Modifications, Special and Switched Circuit Installation, Disconnection and Modification
• Handle Phone Calls from LEC and CLEC customers providing order status updates and assistance when needed
• Communicate and Coordinate with Internal Engineering and Technician Departments Experience working in/searching the following systems and applications: VFO, DPI, M6, CABS, OUTLOOK, WORD, EXCEL

Customer Service and Sales Support for Enterprise Business Customers performing duties that include Order Provisioning, Customer Premise Equipment Ordering, Assisting Sales Team and External Customers via phone calls and emails with Billing Issues and Customer Account Solutions .

• Enhanced customer satisfaction by addressing and resolving service issues promptly and professionally.
• Collaborated with team members to meet and exceed performance goals consistently.
• Communicated customer complaints, requests, and feedback to company management for swift resolution.
• Achieved high levels of punctuality and reliability in meeting scheduled order completion and follow-up when necessary
• Order Provisioning for Special and Switched Circuit Installation, Disconnection and Modification
• Handle Phone Calls from LEC and CLEC customers providing order status updates and assistance when needed

• Maintained Databases for Telephone Numbers and Equipment (LENS) for local customer phone service
• Maintained Database and Provisioned Voice Mail/Auto Attendants for Residential and Business Customers
• Handled Customer Service Calls from Frontier Internal Departments (RAO,BAO, Middle Markets, Network Engineering, RCV)
• Performed SDT Duties to assist with Team Management (Time Reporting, Organized and Facilitated Team Meetings and Training, Participated in Company Conference Calls when necessary)
• Additional Experience working in the following systems and applications: MetaS01ve (VOICEMAIL), SOA, ACCESS

• Provided fast paced customer service taking calls in the following departments: Directory Assistance (411), Zero Operator Assistance, Telephone Answering Service, RCI Long Distance Operator