Darlene Wilson
Smyrna,TN
Summary
Experienced Professional with over 25 years of management experience in areas of Service Assurance and Delivery, (Escalations Management Network Operations Center (NOC) Management. Product Sales Consulting. Strong background in technical troubleshooting, Root Cause Analysis and cross-functional collaborations.
Excelled in records of success in all metrics. Facilitated Communication to ensure the successful delivery of shared goals.
Overview
18
18
years of professional experience
Work History
Universal Banker
Truist Bank
Brentwood, Tennessee
10.2023 - Current
- Advised customers on various banking products and services such as loans, investments, and credit cards.
- Analyzed customer's financial information to determine the best banking products for them.
- Monitored changes in regulations affecting banks and updated policies accordingly.
- Maintained accurate records of all transactions within the branch's database system.
Screener
Vanderbilt Medical Center
Nashville, TN
02.2023 - Current
- Greet employees, patients, and visitors.
- Deliver exceptional customer service
- Ensure all visitors adhere to restrictions outlined within the corporate policy.
- Ability to resolve problems through utilization of problem solving skills and applied discretion and research.
Premier Support Solutions Representative
Asurion Insurance Services/Verizon
Nashville, TN
08.2020 - 10.2021
- Ability to create exceptional rapport with all internal and external customers temperaments
- Exceed sales, performance and corporate goals
- confident in multitasking
- Project Management
- Escalation Management
- Dedicated to troubleshooting and resolving technical and Chronic issues
Senior Specialist Network Support
AT&T
Chicago, IL
02.2014 - 05.2018
- Lead cross functional teams on technical projects and process improvements
- project coordinator of geographically diverse engineering and design groups
- Primary contact for VP escalations on High Capacity Circuits. Facilitate positive internal and external customer relationships
- Manage global chatroom for South-central Asia and performed as SME for the global network.
Manager Network Operations Call Center
AT&T
Chicago, IL
06.2006 - 02.2014
- Create processes to improve quality of work-life and corporate objectives
- Supervise up to 50 union employees, set expectations, manage requirements, provide clear communication, mentor utilizing respect and fairness to all employees.
- Lead numerous projects to meet the ever-evolving needs of our technological communication network
Education
Certifications - ITIL
National Career Readiness
Chicago2018
Agile Scrum Master - Project Management
Microtrain
Chicago, IL2018
Microsoft Project Advanced Certificate -
Microtrain
Chicago09.2018
Scrum Product Owner (CSPO) - Project Management
Microtrain
Chicago08.2018
MBA - Business Management
Colorado Technical University
Colorado Springs, CO06.2017
Skills
- Conflict Resolution Specialist
- Project Management
- Service level Agreements
- Client Relationship Management
- Contract Management
- Organizational Development
- Time Management
- Call center management
- Microsoft Office Suite (Excel, Word, Powerpoint, Outlook, SharePoint, Projects)
- Six Sigma
Timeline
Universal Banker
Truist Bank
10.2023 - Current
Screener
Vanderbilt Medical Center
02.2023 - Current
Premier Support Solutions Representative
Asurion Insurance Services/Verizon
08.2020 - 10.2021
Senior Specialist Network Support
AT&T
02.2014 - 05.2018
Manager Network Operations Call Center
AT&T
06.2006 - 02.2014
Certifications - ITIL
National Career Readiness
Agile Scrum Master - Project Management
Microtrain
Microsoft Project Advanced Certificate -
Microtrain
Scrum Product Owner (CSPO) - Project Management
Microtrain
MBA - Business Management
Colorado Technical University