Summary
Overview
Work History
Education
Skills
Timeline
Generic

Paula Trowell

Virginia Beach,Virginia

Summary

To obtain a position in a progressive organization where one can effectively utilize learned expertise, education and skills, business and interpersonal in a stable environment. To ensure superior unsurpassed service. Also to be offered opportunities for advancement and growth.

Overview

23
23
years of professional experience

Work History

Senior Office Clerk

Verizon
  • Monitor and maintain specific documents and functions within assigned are requiring independent judgment, compile data and information and prepare reports
  • Work very confidential in nature
  • Types and transcribes non-routine or complex business or legal correspondence, statistical reports and tables, etc.
  • Editing grammar punctuation and spelling
  • Acts as liaison with other locations within company to provide and gather information, answer questions and resolve problems
  • Organized, efficient, and precise with strong communication and liaison skills
  • Provided clerical support on multiple departmental projects
  • Working under general supervision
  • Resolved routine problems that required research from more than one source.

Order Control Group Specialist

Verizon
  • Assisted SMES in FSRC with order issues, import telephone numbers
  • Check for soft switch as well as renegotiate due date
  • Ran reports as well as pulled metrics
  • Worked VREPAIR trouble tickets
  • Utilize outstanding customer service skills to handle escalated issues
  • Provided second level support to Technical Support Center
  • Manage and participate in professional and technical work within all human resources and business program areas, job classification, and building management
  • Review, assess and correct over 50 orders daily that consist of front-end errors, system lockouts, Shadow Queue Red lights, or missing related orders.

Port Operations Agent

Intercruises Shoreside & Port Services
06.2023 - Current
  • Self-motivated with strong sense of personal responsibility.
  • Worked well in team settings, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.
  • Proved successful working within tight deadlines and fast-paced environment.
  • Worked flexible hours across night, weekend and holiday shifts.

Fiber Optics Customer Support Analyst

Verizon
01.2005 - 07.2010
  • Answered incoming calls from customer with order inquiry or trouble reports
  • Provided customers with service activation support for FIOS Phone, Data & Video services, PC configuration and/or email/internet applications
  • Programs, tests, troubleshoot and maintain fiber network services
  • Helps customer configures routers, set top boxes
  • May assist with installation of PC software as needed and ensure proper configuration of the customer's PC
  • Interacts with the
  • Field Tech as needed while they install appropriate inside wire/cable (such as Cat 5E, Coaxial cable)
  • Using multiple systems, help maintains and repairs inside fiber equipment/ identify facilities issues inside wiring and fiber jumpers at the distribution hub
  • Activates the ONT
  • Interfaces with customer to negotiate the placement of equipment, may assist with account registration, e-mail, and web access, and training the customer on how to use the new equipment
  • Ensures the customer is satisfied with the work that has been done
  • Responds to inquires and provides follow-up
  • Dispatched trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from each group
  • Interprets schematic work order drawings to determine job specifications and installation needs
  • Orders and/or obtains required equipment
  • Effects problem solving where appropriate
  • Negotiated dates, times and access arrangements associated with resolving customer service order fallout and trouble report
  • Customers may be irate or dissatisfied with our service
  • Used my many diverse communications skills to address all customers to ensure complete satisfaction
  • Utilizes various test equipment to analyze equipment trouble and takes appropriate maintenance action
  • May be required to perform other duties of the Fiber Optics Customer Support Analyst
  • May be required to perform additional duties and tasks as required by the Company.

New Employee Orientation Administrator

Business Plus Corporation
12.2003 - 02.2005
  • Screen application for Civilian Mariner and provide instruction for possible employment
  • Complete travel vouchers and hotel accommodations for new hires
  • Instructed a 5 day orientation class for new hires consisting of entrance testing, Benefits, Thrift Savings Plans, Time Reporting, Scheduling, and completing government travel claims
  • Submit test scores and class completion roster to U.S
  • Department of the Navy personnel
  • Submit payroll report of attendees
  • Complied weekly reports for Department of the Navy on attendees and failure rates
  • Familiar with standard concepts, practices, and procedures within Military Sealift Command
  • Handle telephone inquiries from Civilian Mariners and promote Military Sealift Command's services
  • Responsible for researching and resolving complaints to ensure customer retention and satisfaction
  • Responds to a multitude of media contacts (e.g
  • Phone, facsimiles, e-mail, etc.)
  • Maintain an up-to-date follow-up log and a variety of other tasks
  • Provide a Source of Support for overseas employees.

Operations Coordinator

Kelly Engineering
05.2003 - 12.2003
  • Responsible for overall management of Northrop Grumman's Security Clearance Audit project
  • Responsible for interviewing and hire team member for project
  • Supervised 10 people during project
  • Coordinate audit team requirements through coaching and development of staff
  • Support executive and administration with appropriate data analysis of audit program
  • Handle numerous simultaneous job responsibilities that vary in complexity and duration
  • Monitor workload performance requirements and tracks team performance
  • Summarize and recommend actions to resolve various Security Clearance issues encountered
  • Provide daily statistic reports to upper management
  • Perform analysis in Security Clearance Audit process
  • Consult Defense Security Service to verify conflicting security database information
  • Perform updates and integration of multiple security database systems.

Customer Service Specialist

Trader Publishing Company
04.2001 - 04.2002
  • Work hand-in-hand with Customer Service Manager to insure the Customer Service
  • Department meets the expectations of all customers, inside and out
  • Coordinate and implement new virtual tour and Real Media process for Trader locations throughout the country
  • Dedicated SeniorOutlook.com CSR responsible for all sales representatives acting as liaison between internal and external customers
  • Prepared weekly traffic reports for customer accounts
  • Provided help desk support by answering customer website inquires
  • Coordinate start up of electronic media new acquisition of ForRent.com and SeniorOutlook.com
  • Responsible for training of new data entry personnel into the customer service department
  • Complete floor plans and pictures of over 12,000 packets for startup of new acquisition
  • Checked all data entry packets keyed by the customer service department personnel
  • Spoke with internal and external customers regarding Apartments for Rent and Sales Retention.

Education

A+ Certification Network Engineering -

America's Computer Training Source/ESI
Virginia Beach, VA
10.2002

Health Service Management Health Information Systems, Health Service Management

Norfolk State University
Norfolk, VA
05.

Call Center Manager Certification -

STI
Norfolk, VA
04.2002

Certified as a STI Call Center Manager -

STI
Virginia Beach, VA
09.2002

Skills

  • SPECIALIZED SKILLS:
  • Understand how browsers work and key differences of most popular browsers
  • Understand large scale web applications for content management systems, advertising, social networking, video, search engines, data feeds, etc
  • Understand multi-tiered web server, application, database and network environments
  • HTML, XML and JavaScript skills
  • Able to construct queries for data gathering and analysis
  • Knowledge of large-scale data center environments
  • Experience with enterprise-scale web apps
  • Knowledge of monitoring tools, web services, database services, and networks

Timeline

Port Operations Agent

Intercruises Shoreside & Port Services
06.2023 - Current

Fiber Optics Customer Support Analyst

Verizon
01.2005 - 07.2010

New Employee Orientation Administrator

Business Plus Corporation
12.2003 - 02.2005

Operations Coordinator

Kelly Engineering
05.2003 - 12.2003

Customer Service Specialist

Trader Publishing Company
04.2001 - 04.2002

Senior Office Clerk

Verizon

Order Control Group Specialist

Verizon

A+ Certification Network Engineering -

America's Computer Training Source/ESI

Health Service Management Health Information Systems, Health Service Management

Norfolk State University

Call Center Manager Certification -

STI

Certified as a STI Call Center Manager -

STI

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Paula Trowell