SUMMARY

Customer Service Team Manager offering more than 10 years of troubleshooting exp
erience in the areas of Blackberry, Windows Mobile, and Laptop networking suppor
t. Earned Blackberry Enterprise and Windows Mobile certifications. Recognized fo
r expert problem solving abilities. Training received in Windows Mobile, Palm Wi
reless, and Windows Laptop wireless networking. Advanced from frontline custome
r service representative to Customer Service Team Manager.
AREAS OF EXPERTISE
Providing world-class customer service. Resolving/Troubleshooting advanced netwo
rking issues for wireless/cellular customers. Leading teams of customer service
employees.
* Participated in weekly inter-departmental gatherings to foster communications
across business units.
* Promptly answered escalated calls to diffuse complex customer issues.
* Supported 4 teams, managing systems access and e-mail for all team members.
* Commended for dedicated work ethic and rewarded by steady promotions and train
ing in all aspects of work.
* Work well as a team member/leader or independently.
* Recognized for long hours, commitment to customers, attention to detail, profe
ssionalism, and follow-up.
* Competent using software including: Windows, MS Word, PowerPoint, Excel, Outl
ook Email, Unix-based billing systems, and the Internet.
* Motivating direct reports to set and meet goals in a timely fashion.
EXPERIENCE
Team Manager - 1997 to Present
ATT Mobility, Orlando, FL
Earned a reputation as a valuable and cooperative coworker by: being fair, hones
t, and willing to help others when needed; effectively resolving conflicts at ap
propriate times; and assisting other staff members to become familiar with polic
y and operations. Effective in stressful situations. Dealt tactfully and effecti
vely with difficult customers. Utilized data/reports and direct observations to
coach and develop employee performance, mainaining high Quality without sacrific
ing efficiency.
* Readily adapted to new management processes throughout 2 subsequent mergers. (
ATT Wireless to Cingular Wireless) and (Cingular Wireless to the New ATT)
EDUCATION
B.A., Radio/TV - 1994
University of Central Florida, Orlando, FL
GPA: 3.326
A.A., Gen Ed - 1990
Seminole Community College, Sanford, FL
GPA: 3.359. Cum Laude. Course work toward a Bachelor of Arts degree.
RELEVANT SKILLS
* Problem Solving
* Globile Systems for Mobile Radio (GSM) and Unified Mobile Telephone Systems/ H
igh Speed Downlink Packet Data (UMTS/HSDPA)
* Quality and Productivity Improvement
* Leadership/Supervision
* Call quality/evaluation
* Well-Developed Listening Skills
* Motivating through Incentives / Contests
* Rapport Building
* Deadline Dependent Task Completion
* Critical Problem Analysis/Resolution
* Coaching & Mentoring
* Record Keeping
* Supervision and Training
ASSOCIATIONS
2006.

* Alumni, UCF Alumni Association, Orlando, Florida 1995. Nicholson School of Com
munication chapter of UCF Alumni Association