Maiysha Fullen
Oakland,CA
Summary
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
28
28
years of professional experience
Work History
Cable Splicing Technician
AT&T
San Leandro, CA
12.2009 - Current
- Capitalized on upselling opportunities, saving money in shipping costs.
- Increased customer satisfaction by providing professional and effective troubleshooting assistance for cable services issues.
- Streamlined workflow processes by keeping tools organized and well-maintained, allowing for more efficient repair jobs.
- Improved service quality by maintaining accurate records of completed repairs and customer interactions.
- Collaborated with team members to complete complex projects, resulting in improved network infrastructure.
- Optimized network performance through diligent testing of newly installed or repaired cables using specialized equipment.
- Minimized disruptions during emergency repairs by coordinating efforts with utility companies, local authorities, and other relevant stakeholders.
- Reduced downtime for customers by efficiently diagnosing and resolving technical issues with cable systems.
- Trained employees on organizational policies and practices to achieve continuity and effectiveness across teams.
- Achieved a high level of customer satisfaction through commitment to providing exceptional service while maintaining attention to detail in all aspects of cable splicing work.
- Established positive relationship with clients, efficiently and accurately processing repair paperwork and resolving technical discrepancies.
- Played an integral role in meeting project deadlines by working closely with other technicians and supervisors throughout each assignment''s duration.
- Proactively identified potential problems during site surveys, enabling swift resolution before installation or repair work began.
- Adapted quickly to new technologies and methods in the field of cable splicing, staying current with industry best practices.
- Supported new technicians'' training process, sharing knowledge and expertise to enhance their skills in cable splicing techniques.
- Ensured optimal network functionality by performing routine maintenance on fiber optic and copper cables.
- Promoted company reputation for excellence through consistently high-quality workmanship in all cable splicing tasks performed.
- Enhanced network performance by identifying and repairing cable faults in a timely manner.
- Maintained a safe work environment through strict adherence to safety protocols, reducing the risk of accidents on job sites.
- Established high quality standards and drove field productivity to increase revenue.
- Provided leadership to technicians and managed day-to-day operations, distributing work assignments, tracking work status and resolving issues.
- Strategically promoted product features and benefits to clients to boost retention and revenue.
- Cultivated strong relationships with clients through clear communication about progress updates and addressing concerns promptly when needed.
- Installed wiring, cabling and networking hardware on customer premises.
- Read blueprints and schematics to correctly place equipment.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
- Performed preventive maintenance of telecommunications equipment.
- Coordinated installation of new users and relocations of existing users.
Telephone Technician
AT&T
San Leandro, CA
10.2001 - 12.2009
- Maintained inventory of repair supplies and ordered parts.
- Utilized variety of tools and diagnostic equipment to complete repairs.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Increased repair success rates, utilizing advanced troubleshooting techniques and tools.
- Completed all repair and maintenance activities promptly and to high quality standards.
- Maintained detailed records of repairs, parts inventory, and warranty information for accurate documentation purposes.
- Followed detailed repair and maintenance procedures for consumer products.
- Adhered to strict safety protocols while working with potentially hazardous materials or electrical components during the repair process.
- Tested parts and components to confirm adherence to manufacturer specifications.
- Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
- Consistently maintained a clean, organized, and safe work environment to ensure the efficient completion of repairs and the wellbeing of both employees and customers.
- Consistently met or exceeded performance metrics for repair completion times and customer satisfaction ratings.
- Enhanced customer satisfaction by providing timely and efficient repair services.
- Supported colleagues by sharing knowledge of specialized techniques or tools used in specific types of repairs when necessary.
- Streamlined repair processes to optimize workflow efficiency and productivity.
- Provided exceptional customer service by explaining the repair process, answering questions, and offering expert advice on device care and maintenance.
- Installed and programmed variety of consumer products.
- Collaborated with team members to complete large-scale installation projects within tight deadlines.
- Provided exceptional customer service by explaining complex technical concepts in simple terms to non-technical clients.
- Collaborated closely with other technicians during major projects, leveraging collective expertise for successful outcomes.
- Reduced downtime for clients by efficiently diagnosing and repairing faults in telephone systems.
- Continuously updated technical knowledge through ongoing training courses, staying current with industry developments.
- Maximized system efficiency by identifying areas for improvement during routine maintenance checks.
- Established strong relationships with customers through clear communication and a commitment to resolving any concerns they may have about their telephone systems.
- Exceeded company performance metrics through consistent delivery of high-quality services within established timelines.
- Liaised effectively with vendors, suppliers, and manufacturers to obtain necessary parts or equipment for timely repairs and installations.
- Maintained accurate records of work performed, parts used, and time spent on each job for seamless billing processes.
- Enhanced system reliability by performing routine maintenance on telephone equipment and infrastructure.
- Improved customer satisfaction by promptly addressing telephone system issues and providing effective solutions.
- Contributed to a safe working environment by adhering to strict safety protocols while performing tasks involving electrical components or heights.
- Implemented preventative measures to reduce the likelihood of future system failures or disruptions for clients.
- Developed customized solutions for clients based on their unique telecommunication requirements and budget constraints.
- Assisted clients in transitioning to new telecommunications technology, ensuring smooth integration with existing systems.
- Enhanced team productivity by sharing technical knowledge and providing guidance to junior technicians during on-the-job training.
- Supported colleagues in resolving complex issues, drawing on extensive experience as a Telephone Technician.
- Installed wiring, cabling and networking hardware on customer premises.
- Read blueprints and schematics to correctly place equipment.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
- Performed preventive maintenance of telecommunications equipment.
Telephone Operator
AT&T
Oakland, CA
10.1999 - 10.2001
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Maintained detailed customer call and inquiry logs for performance monitoring.
- Maintained accurate records of calls placed and received.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Increased efficiency by adeptly using a multi-line telephone system while simultaneously logging call details into the database.
- Built rapport with callers through active listening skills and empathetic responses to their concerns or requests.
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Demonstrated adaptability during peak hours or high-stress situations by remaining calm, focused, and efficient in handling multiple tasks simultaneously.
- Provided backup support for other telephone operators during periods of high call volume, ensuring that all calls were handled efficiently and effectively.
- Worked closely with supervisors to address any operational challenges or areas for improvement within the department.
- Collaborated with team members to ensure seamless coordination of customer service efforts across all channels of communication.
- Assisted callers with inquiries, providing accurate information about products, services, or company policies.
- Promoted company values by delivering exceptional customer service in every interaction with both internal and external clients.
- Supported company operations by performing various administrative tasks such as data entry, filing, and scheduling appointments as needed.
- Contributed to team performance by actively participating in training sessions and sharing best practices with colleagues.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate departments.
- Solved customer inquiries regarding products, orders and account balances quickly to meet service targets.
- Connected callers with appropriate professional, department, or business.
- Streamlined communication between departments by accurately transferring calls and relaying messages in a timely manner.
- Demonstrated attention to detail when taking messages from callers, ensuring that they were accurately recorded and forwarded to the intended recipient.
- Provided helpful, informative technical support to customers on product usage and installation.
- Identified service improvement opportunities through call volume and performance reports.
- Ensured data accuracy through meticulous documentation of call details in relevant systems or databases according to company guidelines.
- Maintained an organized workspace for optimal productivity while adhering to health and safety standards set forth by the employer.
- Participated in ongoing professional development opportunities to stay current on industry trends and enhance job performance.
- Improved caller experience by consistently following established protocols for routing calls and escalating issues as necessary.
- Followed up on customer inquiries to confirm issues were adequately addressed.
- Collected personal information from customers to accurately document requests.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Gathered customer information and promptly input data into computer system.
- Handled customer complaints using strong engagement, research and issue-resolution skills.
- Operated computers and fax machines to send and receive messages to customers and coworkers.
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
- Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
- Performed data entry operations to update database with customer responses.
- Performed minor troubleshooting on communications equipment to alleviate downtime.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Troubleshot issues with telephone equipment and software to keep systems functional.
- Provided new employees with voice and accent training to teach proper customer service etiquette.
Service Order Writer
AT&T
Oakland, CA
04.1998 - 10.1999
- Assisted customers with troubleshooting issues, providing valuable guidance that resolved problems quickly.
- Enhanced customer satisfaction by promptly addressing service order requests and inquiries.
- Collaborated with technicians to expedite service completion, resulting in minimized downtime for clients.
- Supported management in implementing new software systems designed to enhance overall productivity levels across the department.
- Trained new employees on company processes and procedures to ensure seamless integration into the team.
- Streamlined the service order process for increased efficiency and improved turnaround times.
- Resolved escalated customer complaints effectively, restoring confidence in our services and retaining client loyalty.
- Provided ongoing feedback to technicians regarding customer concerns or preferences, fostering an environment of continuous learning and growth.
- Maintained a thorough understanding of company policies and procedures to ensure compliance with all relevant regulations and guidelines in processing service orders.
- Managed high volumes of service orders while maintaining accuracy, organization, and timeliness.
- Consistently met performance metrics for both quality assurance and productivity by adhering to best practices in handling service orders.
- Analyzed data from completed orders to identify trends or patterns that could inform future process improvements or resource allocation decisions.
- Coordinated closely with other departments to address any discrepancies or delays in fulfilling service orders accurately and efficiently.
- Maintained up-to-date knowledge on products and services offered, ensuring accurate information was provided to customers at all times.
- Developed strong rapport with customers through exceptional communication and attentive listening skills.
- Ensured accurate documentation of service orders by diligently reviewing and editing all entries.
- Presented different repair options to customers to help each person make appropriate choices.
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- Logged work orders and change orders into SORD database to track job status.
- Responded to customer calls and emails to answer questions about products and services.
- Consulted with customers to assess service requirements and produce accurate orders.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Provided job status reports to promote quick and accurate service.
- Resolved issues by coordinating with many different departments.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
High School Diploma -
Oakland High School
Oakland, CA06.1994
Skills
- Underground Construction
- Bucket truck operation
- Fault Location
- Fiber Optic Splicing
- Fusion Splicing
- Power Tools Operation
- Confined Space Entry
- Network Troubleshooting
- Telecommunications
- Telecommunications Knowledge
- Mechanical Splicing
- OSHA Compliance
- Splice Closure Preparation
- Connector Termination
- Color-Coded Wiring
- Hand-tool proficiency
- Safety awareness
- Installing equipment
- Safety practices
- Educating customers
- Router Installation and Optimization
- Device Installation
- Vehicle Maintenance
- Records Management
- Stress Tolerance
- Optical Loss Testing
- Overhead Line Work
- Continuity Testing
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Critical thinking
- Organizational skills
- Relationship building
- Documentation skills
- Data entry
- Decision-making
- Active listening
- Prioritizing calls
- Customer relations
- Updating logs
- Route planning
- Route navigation
- Work order management
- Communication equipment operation
- Closing tickets
- Incident reporting
- Service planning
- Database updates
- Conflict resolution
- Traffic monitoring
- Verbal and written communication
- Map reading
- Record keeping
- Call handling
- Multitasking Abilities
- Effective communications
- Task prioritization
- Service requests
- Fault location
- Fiber optic splicing
- Dispatch coordination
- Schedule management
- Service coordination
- Maintaining call metrics
- Dispatching field personnel
- Database management
- Emergency protocols
- Equipment management
- Work order generation
- Workflow prioritization
- Dispatch recordkeeping
- Route planning and adjustment
- Workload management
- Verbal communication
- Delegating work
- Records maintenance
FCC License
General Radiotelephone Operator License obtained in 2013
Timeline
Cable Splicing Technician
AT&T
12.2009 - Current
Telephone Technician
AT&T
10.2001 - 12.2009
Telephone Operator
AT&T
10.1999 - 10.2001
Service Order Writer
AT&T
04.1998 - 10.1999
High School Diploma -
Oakland High School