Jamal Dunn
Warren,MI
Summary
Highly motivated and detail-oriented professional with experience in customer service and process improvement. Seeking a position where I can utilize my strong communication skills, analytical mindset, and technical expertise to contribute to the growth and success of an organization.
Overview
23
23
years of professional experience
Work History
Maintenance Administrator
ATT
08.2001 - Current
- Communicated with customers using in-depth interviews to verify service appointments.
- Processed customer service order requests and prioritized requests for service to ensure proper routing and statusing.
- Coordinated the clearance/correction of reported problems and maintained various logs.
- Reviewed reports to analyze the quality of customer service provided.
- Provided technical support on process and compliance.
- Developed and modified processes, methods, and controls to meet quality standards.
- Conducted feasibility studies and recommended process improvements.
- Analyzed data to identify the root cause of network problems.
- Provided consultation on reengineering techniques to improve network process performance and product quality.
- Developed network metrics to measure future improvement opportunities.
- Collected data to measure performance against network process requirements.
- Designed and implemented comprehensive training programs that enhanced employee skills and knowledge in EDGE, DEG, Hicap, ABFS, and Central Office.
- Successfully trained and developed 50+ employees, resulting in improved performance and increased productivity.
- Team Leader for 15+ years and trained several training classes.
Education
No Degree - Computer Science
Wayne State University
Detroit, MISkills
- Strong communication and interpersonal skills
- Analytical mindset and problem-solving abilities
- Proficient in data analysis and interpretation
- Detail-oriented and highly organized
- Technical expertise in MLT and other testing mechanisms
- Process improvement and quality control
- Ability to prioritize and multitask effectively
- Trained over 60 employees
References
References available upon request.
Timeline
Maintenance Administrator
ATT
08.2001 - Current
No Degree - Computer Science
Wayne State University