Manager

Posted on: 2011-11-24

Melissa Toudouze

4026 Briar Hollow

San Antonio, TX 78247

210 495-0095

[email protected]

Professional Overview

AT&T                                                                                                                                                    1982-2011

Senior Technical Team Lead (2008-2011)

• Headed consolidation efforts for various e-mail applications and hardware as AT&T engaged in M&A activity with multiple communications companies; enhanced individual applications and reduced maintenance needs.
• Led a group of on and offshore developers in work projects related to e-mail, notifications, and communications activity such as website access and self help applications.
• Handled initial contact and escalations of trouble tickets in a 24x7 critical work environment.

IT Business Manager (2000-2008)

• Promoted to management within the IT field of a startup division: SBC Services; established protocols for the department in regards to installations and enhancements of e-mail applications used by customer agents.
• Supported e-mail responses to residential and small business clients as well as repair and Internet requests.
• Performed on-site software installation across theUS, providing agents with instruction and support on the new system; tested updates to the system and trained agents on new features.
• Reviewed metrics and analysis of e-mail routing rules and self service features to identify enhancements that could create expedited response times.

Business Service Representative (1989-2000)

• Managed small business accounts (clients with one to six lines) through inbound calls in a call center environment; addressed more than 300 calls per week.
• Provided clients with a full understanding of products and features to identify if a plan change or upgrade was needed to meet the customer’s business requirements.
• Trained new agents on call procedures, problem resolution, and product offerings.
• Delivered assistance with technical issues to resolve client complaints and regain loyalty.
• Processed billing changes and received payments.

Repair Clerk (1982-1989)

• Received and processed up to 80 inbound repair calls per day and created repair tickets for technicians.
• Assisted with escalation calls and helped assure upset customers of service commitments.
• Maintained account security and protection of customers’ private information.
• Communicated safety issues and outages to technical team for prompt resolution.
• Conducted training for new employees, covering policies, procedures, and best practices.