Patricia Mayes
IEP
Morrison,TN
1
Certification
23
years of professional experience
Committed to maximizing potential and enhancing overall employee effectiveness within the organization.
Work History
Associate Technician Network Repair Bureau
- Provided voice trouble shooting support for call processing problems pertaining to but not limited to : translations, SS7 , TCP/IP, and telecommunication facilities, manufacturing phone and any other mobile communication problems.
- Utilized UNIX tools to perform call traces and simulate call scenarios on Verizon Wireless cellular switches.
- Performed system performance analysis and for customer issues with dropped calls, voice quality and fluctuating signal issues.
- Assisted with network surveillance and monitoring Interacted with vendors on technical issues.
- Performed trouble shooting on wide area network communications technologies, including but not limited to, bridges, routers, gateways, multiplexes, and packet switches.
Coordinator Customer Service Operations
- Create and implement new initiatives as needs arise, manage the data ( Database Administration ), and assemble and supervise teams through project completion.
- Supervise teams while resolving backlog from various outages ( internal and industry ), and provide associated tracking and ad-hoc reporting.
- Performed testing with internal & external customers with new system releases before launch of product to floor.
- Provide acute analysis of system operations, and provide feedback for process improvements.
- Generate reporting data in order to track migrations of acquired companies and provide port support during such processes.
- Provide training support for LNP related functions to internal representatives and new hires, as well as create training material and update existing documentation.
Customer Service Representative Local Number Portability
- Provide technical assistance to reps for equipment, network, or billing system errors Analyze and resolve customer-impacting issues.
- Practice save and loyalty processes with customers Mentor & guide less tenured representatives on policies & procedures.
- Resolved complex porting errors through calls and tickets Handled & resolved escalated calls transferred by LNP Tier 1 group.
Owner
5 Years 5 Months- Provide loved ones with limited mobility, disabled or special needs support and to stay in home as long as functionally possible. Provided meal prep, light house - keeping, running errands, medication prep and reminders, assist with daily hygiene and activities of daily living.
Special Education Advocate
10 Years 2 Months- Provide parents of children with special needs support and guidance on writing and implementation of IEP ( Individual Education Plans ) and ensuring that all parties are held accountable to ensure safety and inclusion of each student.
CSR 1
12 Years 8 Months- Telephone Customer Service Representative assisting customers with escalated billing questions, more advanced technical support, and sales.
- Assisted with training peers.
Education
Bachelor of Art - Human Resource Management
Skills
Facilitated effective customer support for users of Windows platforms and Apple products
driving user satisfaction and retention.
Enhanced behavioral health service delivery through proficient support of Apple products and network monitoring tools.
Achieved seamless project execution by leveraging Microsoft Office software
optimizing team collaboration and communication.
Certification
First Aid Certification
Affiliations
- Phi Theta Kappa
- Member of National Honor Society of two year colleges
- 11/2000 - Present
Timeline
Owner
Daisy Do'ers Quality Home Care
03.2021 - CurrentRead More
Special Education Advocate
IEP
06.2016 - CurrentRead More
CSR 1
Verizon Wireless
09.2003 - 05.2016Read More
American Intercontinental University
Bachelor of Art from Human Resource Management
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Customer Service Representative Local Number Portability
Verizon Wireless
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Coordinator Customer Service Operations
Verizon Wireless
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Associate Technician Network Repair Bureau
Verizon Wireless
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