Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tanesia Litrice Nathan

Summary

Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

21
21
years of professional experience
1
1
Certification

Work History

SR Specialist Order Management

AT&T Inc.
05.2009 - Current


  • Support the State of Georgia contract in order processing, implementing new policies, procedures and controls.
  • Gather key order specifications, establish order requirements, submit orders, and determine if network and voice service orders are complete and ready to move to next stage for processing with working knowledge of State of Georgia (STofGA) network components that covers Voice, WAN and LAN towers. This include VLANS, IP addresses, Internal and External DNS, Data jack activation and installations.
  • Manage user VPN from ordering to billing to inventory.
  • Engage Engineering team to obtain specs for new switches, place orders and work with provisioning center to coordinate test and turn up.
  • Obtain customers approval for Specialty phones, new LAN installations, HVS admin feature cost, and expedites.
  • Collaborate with customer, sales, network, and operations to create a workflow and timeline.
  • Works with the Lead Sales System Engineers for order traversing the North Atlanta Data Center Order Specialist are responsible for assisting the customer with transferring into and out of the SToGA contract.
  • Coordinate test and turn up with engineering team, Project manager and Vendor for installs, as required. Coordinating with customer to ensure successful implementation and deployment of complex orders.
  • Assist in troubleshooting with provisioning technical expert, customer vendor, or customer.
  • Submit requests to onboard and off board new resources for access to STofGA Service Now.
  • Conduct UAT/Dev and production testing, develop and document enhancements for STofGA Service Now.
  • Accountable for resolving customer issues to ensure customer satisfaction and has authority to escalate following in house escalation procedures to expeditiously resolve customer complaints.
  • Generate internal reports to assist with managing the business with working knowledge of GPS/CRWeb, Express Ordering, ICORE, SOTS, POCITS, WATS/SOP, BASIC 8, GIOM/RDS, Platform 28, BOCRIS, Service Now, Sales Force, Unified Desktop, and IGLOO.
  • Works independently and with peers with minimum supervision.

Customer Coordinator II

Georgia Technology Authority
01.2006 - 05.2009
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Professionally directed all customer incoming calls and ensured that all calls were dispensed properly.
  • Tracked, entered, and updated system information into various tracking databases in accordance with documented processes and procedures.
  • Assisted Project Manager and Leads with telecommunications projects by verifying project tasks, such as, station outlines, user guides, feature programming and customer training.
  • Received, processed and tracked trouble reports from customers by attempting to isolate service and equipment problems through a series of questions, feature probing, and basic telecommunications skills determining the best option for resolution.
  • Worked closely with vendors, such as, AT&T, Wilkes Telephone, Alltel, and Planters Telephone to provide new installations and repairs for state customers.
  • Properly assessed issues that required escalation to management.
  • Key Achievements:? Completed 95% of Customer Coordinator billing by the last day of each month relevant to the project due dates.? 10% of all orders issued and billed were audited with 100% accuracy relevant to the Customer Coordinator checklist.? Closed 95% of all repair tickets with the customer within 24 business hours after completion notification from the Technician.?
  • Completed Customer Satisfaction Surveys with a 4.0 average or above on a 5 point scale.

Administrative Assistant

Vibrant Solutions
02.2003 - 01.2006
  • Professionally answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Greeted guests and notified all employees of their guest's arrival in a professional manner.
  • Interacted with the Executive Staff on a daily basis to schedule company board meetings, make travel arrangements, and order lunches for board members.
  • Maintained inventory and ordered general office and break room supplies.
  • Distributed incoming and outgoing company mail. Prepared bounded company presentations for Board Meetings.
  • Periodically updated Marketing contact information in a Company Excel Spreadsheet.
  • Assisted Executive Assistant with a variety of daily tasks, such as, typing documents, filing, copying, faxing, ordering and scheduling.
  • Key Achievements: Completed 100% of all company projects before suspense dates.? Reduced company spending on general office supplies by 30% on quarterly basis

Education

Technical Diploma - Office Management & Administration

Kerr Business College
Augusta, GA
06.1998

High School Diploma -

Westside High School
Augusta, GA
06.1994

Skills

  • Customer Service Manager
  • Documentation Management
  • Customer Relations
  • Technical communication
  • Quality Assurance
  • Order Processing
  • Multi-tasking
  • Analytical Thinking
  • Process Improvement

Certification


  • AT&T 2018 Commuter: 25% Skills Transformation completion
  • AT&T 2018 Traveler: 50% Skills Transformation completion
  • AT&T 2018 AT&T Business Skills Transformation 2019 Core
  • AT&T IP Networking: IP Networking Fundamentals
  • AT&T IP Networking: IP Networking Fundamentals
  • AT&T Network and Platform Proficiency Program: Non-Sales Advisor
  • AT&T Six Sigma Green Belt Certification
  • AT&T Skills Transformation 2019 MIoT Badge
  • AT&T Skills Transformation 2019 NPPP
  • Skills Transformation 2019 VCPP
  • Voice and Collaboration Proficiency Program: Non-Sales Advisor - Issuer

Timeline

SR Specialist Order Management

AT&T Inc.
05.2009 - Current

Customer Coordinator II

Georgia Technology Authority
01.2006 - 05.2009

Administrative Assistant

Vibrant Solutions
02.2003 - 01.2006

Technical Diploma - Office Management & Administration

Kerr Business College

High School Diploma -

Westside High School

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Tanesia Litrice Nathan