Gayla Briggs
Columbus,OH
Summary
HUMAN SERVICES
Customer Operations ~ Specialist ~ Project Management
Overview
26
26
years of professional experience
Work History
STAFF TRAINING AND DEVELOPMENT MANAGER
AT&T - SBC COMMUNICATIONS
- Provided technical training in a classroom setting for new employees for specified subject matter.
- Provided continued employee training as a (SME) Subject Matter Expert in trunks and facilities.
- Utilized various materials to assist in providing necessary skills and understanding of the subject matter being presented.
- Provided quality training to new service representatives on the usage of company software required to conduct day-to-day activities such as the online resource manual.
- Created other training material to assist representatives with learning ease.
SENIOR CUSTOMER OPERATIONS SPECIALIST
AMERICAN ELECTRIC POWER
Shreveport, LA
10.2004 - Current
- As part of the leadership team provide assistance to associates, Leads, CSRs and other departments
- Establish shift reports of activity with highs and lows of call volume as related to outages and customer service with the impact on staffing levels
- Actively monitors call volume to determine if notification is required to activate the storm team via the supervisor on duty
- Mentor / Coach: Coach employees on process, policies and procedures to grasp understanding of job duties
- Provide feedback for knowledge and understanding of policy and procedures
- Efficiently work as lead on specialized projects
- Provide technical support to agents with system issues regarding stuck orders and to send signal to AMI meters for service
- Provide technical / web support to customers regarding internet issues when accessing their account on line and electronic billing
- Effectively communicate with customers in a high call volume environment to provide assistance with various inquiries regarding electrical service throughout 11 states
- Analyze account data for billing purposes and provide / deny account extensions and evaluate orders for various types of service requests
- Conduct administrative functions that include data analysis within the BAO (Billing Account Operations) for appropriate billing using MACSS
- Facilitate communication with electricians, builders and contractors outside of the organization to install permanent / temporary service and provide status of accounts
- Interact with other departments for order status: Field Communications / Dispatch / Expeditor
- Conduct account review for billing purposes and quality assurance.
NETWORK TECHNICAL SPECIALIST
AT&T
Anaheim, CA
05.1998 - Current
- Establish facility trunks, unbundled signaling links
- Created quick reference guides to assist representatives with the workflow process.
- Provide high quality service to customers and interoffice personnel.
- Conduct data analysis of orders to ensure accuracy for quality assurance and completion.
- Conducted classroom training for continued learning on products such as facility trunks, unbundled signaling links and E-911 trunks.
- Conducted desk side training as a coach for continued learning.
- Interim training instructor on specialized orders.
- Processed & monitored large orders as project manager for smooth workflow to completion.
- Subject Matter Expert on policy and procedures for order processing with facility trunks, TUBA cage to cage, unbundled signaling links and E-911 trunks.
Education
University of Phoenix
Some College (No Degree) -
El Camino College
Torrance, CACEB (Customer Experience Builder) Certification
Power Up and Lead Training Skills
AAERG Mentoring Program
Skills
- Microsoft Office: Word - Excel - PowerPoint
- Analytical thinking and planning
- Quality Assurance with accuracy and attention to details
- Excellent Verbal and Written Communication skills
- Customer service and organizational skills
- QuickBooks and general accounting skills for budgeting
- Maintain the ability to work well under pressure without supervision
- Maintain flexibility
Timeline
SENIOR CUSTOMER OPERATIONS SPECIALIST
AMERICAN ELECTRIC POWER
10.2004 - Current
NETWORK TECHNICAL SPECIALIST
AT&T
05.1998 - Current
University of Phoenix
Some College (No Degree) -
El Camino College
CEB (Customer Experience Builder) Certification
Power Up and Lead Training Skills
AAERG Mentoring Program
STAFF TRAINING AND DEVELOPMENT MANAGER
AT&T - SBC COMMUNICATIONS
Similar Profiles
Shermeda NaborsShermeda Nabors
Senior Sourcing Specialist at AT&TSenior Sourcing Specialist at AT&T
Tim CampbellTim Campbell
Splicing Technician at AT&TSplicing Technician at AT&T
Wade RaibornWade Raiborn
SR SPECIALIST OSP PLANNING ENGINEER at AT&TSR SPECIALIST OSP PLANNING ENGINEER at AT&T
Hunter KelloggHunter Kellogg
Lab Technician at Wexner Medical Center, The Ohio State UniversityLab Technician at Wexner Medical Center, The Ohio State University
Norman BarcusNorman Barcus
Lead Technician at PuroClean Restoration SpecialistsLead Technician at PuroClean Restoration Specialists