Summary
Overview
Work History
Education
Skills
Timeline
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Michelle Jones

Redford,MI

Summary

Demonstrated success in influencing growth and change. Proven track record in Client, Sales, and Vendor Support. Excellent at multi-tasking and working under pressure. Customer-focused with superior time management skills. Expert in planning, organizing, problem-solving, and decision-making. Competent and decisive, working with all levels of management.

Overview

24
24
years of professional experience

Work History

Technical Consultant 2

AT&T
05.2022 - Current
  • Technical specialty team that supports the Global/Enterprise sales organization.
  • Proactively monitor/track orders from sales handoff via Salesforce to test and turn-up. Maintain Work in Progress (WIP) Report daily for Global client base.
  • Coordinate customer Test and Turn-up calls for AVPN | ADI| IPFlex | IP Toll-Free | BOEs, MOW, and ASE on-demand service activations
  • Perform technical validation, which includes MDS review before issuance to confirm all correct and necessary documents provided, i.e., sold notices, quotes, MCN Triplet, etc.
  • Collaborate internally with teams that support all Legacy and Strategic Services both domestic and international such as Product House, Advanced Features Team, Porting Prep Team, LNP Team, Network Engineering, NSS Team, Pre-Ordering Leadership, Service Delivery, Customer Priority Resolution Team, Carrier Management, and CNR Team.
  • Perform post-sales jeopardy resolution; proactively resolve jeopardies and removal of any roadblocks that prevent the order from progressing,
  • Serve as lead technical manager for escalations/expedites with major emphasis placed on securing customer satisfaction.

Customer Operations -Service Lead

AT&T
07.2001 - 05.2022
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Collaborated as the single point of contact with the Life Cycle Management team and outside vendor to define the root cause analysis for General Motors and Ford Motor Company customers’ major phone outages with a 24-hour turnaround.
  • Assisted Ford Motor Company Clients with troubleshooting and resolving major outage repair tickets; coordinated the dispatch and managed repair tickets until the issue was resolved.
  • Functioned as SME to train peers on department processes, procedures, and proper communication guidelines.

Customer Service Representative

AT&T Wireless
08.1999 - 07.2001
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provide support resolution of customer disputes and accounts receivable discrepancies.
  • Ensure that any mail correspondence related to customer escalations is processed and addressed within 24 hours or less.
  • Building/maintaining customer relationships, account planning/strategy, pursuing new sales opportunities

Education

High School Diploma -

Henry Ford College
Dearborn, MI

Skills

  • Strategic Planning
  • Quality Assurance Testing
  • POS Systems and Ordering Platforms
  • Efficient and DetailOriented
  • CRM Software
  • De-escalation Techniques Building Customer Trust and Loyalty
  • Data Entry and Maintenance
  • Customer Account Management

Timeline

Technical Consultant 2

AT&T
05.2022 - Current

Customer Operations -Service Lead

AT&T
07.2001 - 05.2022

Customer Service Representative

AT&T Wireless
08.1999 - 07.2001

High School Diploma -

Henry Ford College

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Michelle Jones