Teaana Wallace
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and a passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
AT&T
03.1997 - 10.1998
- Resolved customer inquiries using CRM software, enhancing service quality and client satisfaction.
- Maintained accurate records of customer interactions in CRM system, ensuring data integrity.
- Conducted follow-up calls to ensure customer satisfaction and address any unresolved issues.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Streamlined complaint resolution processes, reducing response time and improving customer experience.
- Collaborated with team members to ensure consistent service delivery across multiple channels.
- Managed high-volume inbound calls, ensuring prompt and courteous customer service.
- Resolved customer inquiries and complaints by utilizing problem-solving skills and product knowledge.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
Facilities Administrator
AT&T
10.1998 - 08.2025
- Analyzed and validated system-generated messages to identify and resolve failures in automated service order processing
- Interpreted and cleared FACS , AOTL , and other system error messages by determining root causes, affected components, and corrective database transactions
- Led cross-functional teams to optimize maintenance processes, enhancing overall facility performance.
- Generated computer reports and manually assigned appropriate facilities when outside plant facilities were not automatically provisioned
- Investigated database discrepancies, determined corrective actions, and executed transactions to synchronize multiple system components
- Created and updated database records supporting engineering designs for the construction, rearrangement, or removal of outside plant facilities
- Translated engineering drawings into accurate work instructions by executing detailed database transactions
- Utilized multiple provisioning and support systems (SORD, PREMIS, FACS, GRANITE, TEMS, CRM) to process complex orders and maintain accurate service records
- Entered completion data into tracking systems to ensure order accuracy and customer commitments were met
- Adapted quickly to diverse computer systems, databases , and switch types requiring different input formats and transaction protocols
- Maintained high volume workload, consistently meeting deadlines and customer requirements in a fast paced operations environment
- Collaborated with senior leadership to align facility goals with organizational objectives, driving strategic initiatives forward.
Union Steward
CWA Local 9400
07.2015 - 08.2025
- Advocated for worker rights and safety protocols, ensuring compliance with labor agreements.
- Mediated disputes between union members and management to foster effective communication and resolution.
- Organized training sessions on contract provisions, enhancing member understanding of rights and responsibilities.
- Coordinated with leadership to address grievances, improving workplace relations and morale among union members.
- Conducted regular meetings to disseminate information and gather feedback from union members on key issues.
Skills
- Leadership qualities
- Grievance handling
- Policy interpretation
- Data analysis
- System Troubleshooting
- Cross-Functional collaboration
- Technical documentation
- Workflow coordination
- Process Optimization
- Error resolution
Accomplishments
- Mastered Tier 2 Fiber Installation and maintenance, providing technical support across 22 states
- Led peers in achieving and surpassing business goal targets, driving exceptional team performance and service quality
Timeline
Union Steward
CWA Local 9400
07.2015 - 08.2025
Facilities Administrator
AT&T
10.1998 - 08.2025
Customer Service Representative
AT&T
03.1997 - 10.1998