March 1997 — February 2004
*Processed complex disconnect orders such as circuits, trunks, and unbundled network element (UNE) loop with port combo.
*As a result of demonstrating strong interpersonal skills, leadership ability, organizing and planning skills, served as Head Service Representative in the Returning Customer Care (RCC).
*In this role, required to assist the managers in handling call takeovers, assisted representatives with order issue resolutions, and processing time off requests.
*Other duties include developing, implementing, and maintaining all notification on CLEC to CLEC slams.
*While serving on a special project created job aids, delivered training and provided on-job support for the issuance of UNE orders to Business Service Center (BSC), Alternate Channels and COG departments.
*As the Service Matter Expert (SME), I was selected to serve on a PMEI Sub-Committee for the development of a training lab at the Local Service Center (LSC).
*This lab will be used in training all LSC employees on understanding the ordering process from start to finish. I had the responsibility of scheduling all training for the lab.
*I revised the process for workload tracking at the RCC and Returning Ported Center (RPC).
*This revision resulted in a timesaving of fifty percent (50%).
*As service representative typing Ameritech orders I processed conversion orders, move orders, suspend and restore orders.
*I have proficiencies in both SWBT, and AIT systems.