Customer Care Specialist

Posted on: 2007-08-07

Barbara B. Ellis 2112 Clearwater Dr SE Marietta, GA 30067 Ph: 770-870-8716 Cell: 770-870-8580 Email: [email protected] Professional Profile: Customer oriented professional with over eighteen years experience in customer service and marketing in the telecommunications industry. Dedicated to achieving targets and goals while providing excellent customer service. Proven ability to manage projects, accepting responsibility for completion without supervision. Exemplary organizational skills, resourceful and committed to meeting objectives. Experience: 2002 to 2006 Communications Test Design, Inc Nashville, TN Global Repair Customer Care Specialist: * Account Prime for Nortel Depots, Southeast Asia and Japan across all product lines. Expedite repair orders, ensure on time delivery, resolve discrepancies and retrieve material on loan. Resolve Customs issues. * MOL and discrepancy prime for the Canadian customer and all Nortel International Depots. * Tracked warranty for replacement parts * Consistently received praise from customers and internal personnel for excellent customer service. * Received Customer Service of the month award for Customer Service Excellence. 1995 - 2002 Nortel Networks – Repair & Return Nashville, TN Global Repair Customer Care Specialist: * Customer Account Prime – Managed major accounts, MCI, Qwest, Verizon and others. Expedite repair orders. Respond to emergencies, research and resolve all issues. Manage customer retrofit programs. Provide customer end of month (EOM) reports. * Received award for successful completion of MCI retrofit program. Received Spot Awards for Excellent Customer Service. * Internal ISO 2000 auditor responsible for The Broadband Repair group’s achievement of ISO certification with no non-conformances. * Billing Specialist - Reduced material on loan balance from $1.5M to less than $600k with target being $750k. Implemented customer billing with Visa credit card. * Customs and Traffic Prime – Implemented new procedures for shipments of defective materials to Canada reducing administrative costs associated with IPR reporting procedures. Implemented use of Emery’s Gemini System resulting in the elimination of heavy carton manipulation and pick up errors. 1992 - 1995 Northern Telecom, Inc Stone Mountain, GA Documents Control Specialist: * Directed operation of the Documentation Center and maintained 100% efficiency after 66% reduction in work force. * Manage inventory of $1M. Administer purchase orders up to $100k. * Accept bids and award jobs to vendors for printing, packaging, producing cover artwork for technical documentation packaging. * Implemented internal billing system for documentation recoveries resulting in cost savings of $170K. * Consistently received praise from the Marketing and Sales Teams for excellent support. * Received “Print Excellence Award” for cover design of product technical manual. * Received award from the Product Development team for “going the extra mile” for providing the packaging for the software product and customer user guides. 1989 - 1992 Northern Telecom, Inc Stone Mountain, GA Marketing Communications Coordinator * Responsible for accurate job status data entry to insure job close, billing, and service tracking of technical documentation for finished goods equipment orders for US customers. * Implemented and administered on-line system with outside distributor for servicing customer documentation orders. * Created database for the purpose of combining Transmission and Switching customers for the distribution of marketing materials. * Project managed the development of presentation materials for Sales and Marketing. 1987 - 1989 Northern Telecom, Inc Stone Mountain, GA Documentation Specialist: * Consistently met 100% on-time shipping D dates for finished goods and merchandise orders. * Responsible for maintaining product documentation stock levels. * Insure technical drawing packages are of the latest vintage and release. * Maintain customer database for the distribution of updates to technical product documentation, product change notices, and marketing materials for new product introduction. Education: 1989 – 1991 Dekalb Technical Institute Clarkston, GA AAT Marketing Administration * Dean’s List. Graduated with Honors 1986 – 1989 Wallace State Community College Hanceville, AL * Courses in Paralegal and Legal Assistant. Dean’s List. Proficient in Microsoft Office 2000, XP applications. Systems knowledge includes Baan, SAP and Clarify. References: Henry Lukassen 905-863-4200 Nortel Global Repair Services, Customer Service Manager, Switching/Carrier Networks. Rosemary Nudd 615-885-4720