Sharon Laramee
Fitchburg,MA
Summary
Results-driven Administrative Assistant known for exceptional organizational skills and a proactive approach to problem resolution. Experience in supporting field operations and improving service order processes to enhance customer service outcomes.
Overview
34
34
years of professional experience
Work History
Administrative Assistant
Verizon
Medway, Massachusetts
05.1991 - Current
Investigated and resolved customer inquiries through troubleshooting using OPTIX, iVAPP, and VREPAIR.
Collaborated with Network Technicians and dispatch teams on copper and fiber optics issues.
Engaged with team members and management regarding new initiatives via Slack and WebEx.
Assisted inter-departmental teams in meeting customer commitments and managing escalations.
Provided technical information to Field Technicians for job completion.
Streamlined service order processes and monitored trouble ticket files for improved efficiency.
Established rapport with management and other work centers to enhance communication.
Supported field functions to ensure technicians began each day with a full workload.
Skills
- Customer service
- Problem resolution
- Data analysis
- Customer relations
- Process improvement
- Effective communication
Accomplishments
I was chosen to participate in the Innovation Hub
During my time in the hub, I took training on leadership, data analysis, and company initiatives to lower cost and make the job easier for associates.
Some of my training courses;
goggle G sheet Basics - Drive and Docs, Sheets, Slide
How Do I Upload and Share Office Documents on Google Drive?
Agile Mindset, Values, and Principles
Agile Basics:
Agile Scaling Options
Design thinking Basics and Mindset
Decision making-Harvard mange mentor
Prepare to Make a Decision
Anticipate Decision-Making Challenges
Evaluate Alternatives Make the Decision
Communicate and Implement the Decision
I have been acting in a management role for the COSC for the past 6 months, Handling the Metro area.
Timeline
Administrative Assistant
Verizon
05.1991 - Current