Quatriea Tyus
Hartselle,AL
Summary
To leverage my extensive skills and experience in customer service, electronics, and troubleshooting to benefit the AT&T Collections Department and provide high-quality service to its customers.
Overview
26
26
years of professional experience
Work History
Customer Advocate
Verizon Wireless
01.2010 - Current
- Utilized various online systems and classroom training to prepare for new products and services.
- Performed daily tasks within established performance expectations for productivity and efficiency.
- Assisted customers in identifying the root cause of billing issues.
- Recorded data notation and entered data while communicating with customers.
- Generated outbound calls to resolve outstanding issues and facilitate payments.
- Made adjustments to customer accounts to resolve payment issues, negotiate balances, and arrange payment plans.
- Computed and quoted billing balances to customers, ensuring transparency and accuracy.
Service Representative
AT&T/Bellsouth
01.2004 - 01.2010
- Issued service orders based on customer requests and requirements.
- Worked with multiple systems within the AT&T database to ensure accurate service orders and updates.
- Enhanced communication within the agency by working with management and representatives to create streamlined processes.
- Acted as a relieving manager in the absence of the direct manager, ensuring department functions continued smoothly.
- Served as the lead representative for service order corrections, ensuring high levels of customer satisfaction and accuracy.
- Managed customer service gate operations, determining issues and directing customers to appropriate departments.
- Assisted door-to-door sales teams by promoting AT&T services to new and existing customers, helping drive sales.
- Performed daily data entry tasks, ensuring accurate record-keeping.
- Prepared and implemented training courses for new recruits, ensuring smooth onboarding processes.
Electronics Technician
BellSouth CWINS
01.2000 - 01.2004
- Tested, analyzed, and repaired telephone switching circuits and equipment in Central Office environments using specialized test equipment.
- Wired DSL orders and installed, adjusted, and maintained equipment such as switches, routers, relays, and amplifiers.
- Performed routine maintenance on central office equipment, including inspection, cleaning, testing, and lubrication.
- Interpreted and worked from complex circuit diagrams, technical documentation, and service orders to support provisioning of special services.
- Conducted loop tests and verified transmission quality for high-speed data and special service circuits.
- Reviewed and verified card configurations for circuit designs to ensure compatibility and functionality.
- Maintained accurate manual and mechanized records for facility and equipment assignments.
- Collaborated closely with outside plant engineers to coordinate the installation and repair of voice and data circuits.
- Managed customer service gate operations to assess service issues and direct customers to the appropriate department.
- Performed safety checks, including testing for toxic and explosive gases before entering underground vaults or controlled environments.
- Worked with color-coded wiring and used ladders and hand tools when performing installations and repairs.
Education
A.A.S - Industrial Electronics
Patterson/Trenholm Technical College
Montgomery, AL01.2000
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Central High School
Mosses, AL01.1998
Skills
- Technical Skills: Proficient with various test equipment, circuit design analysis, and troubleshooting for both voice and data services
- Customer Service: Experienced in handling complex customer inquiries, troubleshooting billing issues, and resolving service concerns
- Software Proficiency: Familiar with multiple AT&T and Verizon systems, customer service databases, and Microsoft Office Suite (Word, Excel)
- Safety: Knowledge of safety protocols, including gas testing for vaults and working aloft
Timeline
Customer Advocate
Verizon Wireless
01.2010 - Current
Service Representative
AT&T/Bellsouth
01.2004 - 01.2010
Electronics Technician
BellSouth CWINS
01.2000 - 01.2004
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Central High School
A.A.S - Industrial Electronics
Patterson/Trenholm Technical College
Interests
- Community Service
- Reading
- Gardening
- Artwork