Resume 8

Extensive experience in customer service for sales, technical support, and customer care functions in a large, complex call center environment. Certified in Implementation of Aspect ACD System, Release 7.0 from ground up. Also worked with Remedy, RCAM, ACSR I, ASCR II, Commsoft, CSG, Zenith, RAMP, Aspect Release 6.0 ACD Systems. Coordinated with REM, managers, and Q.A. department in scheduling, training, coaching, and evaluating operational personnel. Concentrated on implementing ways to bring the customer service level to 100 . Skilled in productivity measurement analysis. Effective in developing processes, systems, and policies which increase productivity, minimize errors, and reduce costs. Clear and concise written and spoken communications in English, Punjabi and Hindi. Background reflects leadership, judgment, analytical, and organizational skills. Oriented in maximum productivity and superior customer service.

• Over 9 years customer service experience
• Detailed oriented with strong analytical aptitude
• Computer Literate Windows98-ME, Excel, Word, Outlook, PowerPoint
• Ability to develop, coordinate & implement policies and procedures
• Extremely organized with good ability to prioritize
• Strong supervisory and personnel training abilities with excellent interpersonal and communication skills
• Understanding of DNS,LAN/WAN, ping, treaceroutes, routers, hubs, DSU/CSU switches, T!, T3, OC3, cabling, networking.

• Responsible for screening, referring, and diagnosing customer inquiries and problems.
• Perform troubleshooting to clearly understand the problem and ascertain if the problem is known or duplicate.
• Resolve complex problems and assign more complex to second level support.
• Responsible for professionally answering phone calls, support email, fax and web requests, initiating trouble tickets for all customer inquiries.
• Effectively communicate ticket status with customer, coordinate timeframes for callback or resolution, and the assignment of priority and severity levels.
• Focal point for customer inquiries, issues, concerns, and escalations.

• Played major role in successfully launching and marketing out local phone service through cable lines in the Bay Area and Tri-Valley.
• Key role in converting billing systems from Commsoft to ACSR.
• Reported to project manager and marketing department with responsibility for process and procedures on how to make new launch successful.
• Extensive knowledge of all products Cable, wireless, Internet, video, local and long distance communications and Systems Aspect, RCAM, Ramp, Acsr, Commsoft, Remedy, Outlook, Office.
• Coordinated with the QA in training and coaching new hires.
• Maintained high customer service levels.
• Use of remedy to enter trouble tickets and send to NOC while troubleshooting with customer.
• Used strong technical skills to walk customer through technical and care issues.

• Duties included bi-monthly billing for children with speech, hearing & learning disabilities.
• Handling and posting payments form patients and providing purchase orders for accounts payable.
• Printing invoices for billing and checks for employees.

• Maintained statistics for representative to insure low abandonment rate, calls being answered 90 of the time within 30 seconds.
• Coordinated methods on how to improve customer service levels through extensive monitoring.
• Responsible for customizing and marketing long distance and domestic plans according to the customer s requirements.
• Fluent in four different languages including English.
• Responsible for providing excellent customer service for both outbound and inbound customer calls.
• Solving billing issues.

• General clerical duties; including filing, check auditing and matching of pay packages for both employees and vendors.
• Responsible for collecting information for 1099 vendors including calling 1099 vendors and verifying remit to addresses.
• Maintained updated revision of tax booklets and employment verification.
• Various projects as assigned including researching contracts, timecards and W2 information for accuracy.

AA in Business Admin from Evergreen Valley College, San Jose CA 1990
BA in Business Admin/Management and Marketing

• AA in Product Knowledge from PKU University, San Jose CA 2000
• Certificate of Completion in Customer Service Excellence from AT&T Broadband, San Jose CA 2000
• Certificate in Product, Systems, and Process for Telephony from AT&T/TCI, San Jose CA 1999
• Certificate in Customer Communication Skills PIP from AT&T, San Jose ca 1998
• Certificate of Achievement in New Hire Core Training from TCI, San Jose CA 1997
• Certificate in Intelligent Work Stations ARD & ITS from AT&T IMLC, San Jose CA 1995
• Certificate in Outbound Retention Language Associate from AT&T IMLC, San Jose CA 1993
• Introduction to Data Communications San Jose State 2001
• Bridges, Routers, and Gateways San Jose State 2001