Fairfield, California, United States
Equipped with progressive telecommunications experience in corporate environments with demonstrated proficiency in a wide range of operational services, strong customer interfacing/support service experience and telecomm engineering applications. Logical thinker and strong communicator with established ability to transform technical applications, lead and work with cross-functional teams, while successfully improving critical support functions and organizational effectiveness. Noted expertise as an innovative problem solver; consistent with infrastructure development, Circuit inventory Management.
Validate public safety answering point (PSAP) emergency services and impacted U.S. jurisdictions; conduct extensive analysis and implement long-term solutions to resolve system issues and problems with 911/E911 services and vendors. Key Accomplishments: Remediate 9K+ lines throughout the Wells Fargo network with local exchange carrier (LEC) and PSAP dispatchers; personally qualify 3K+ addresses within PSAP jurisdiction throughout the US. Collaborate with E911 Emergency Services Communications managers on technical testing and scheduling. Internal customer interfacing and collaboration re 911 testing at numerous branch offices nationwide.
Interviews clients to assist them in the completion of application and declaration forms upon which eligibility decisions are based; elicits information from clients on parental status, income, property (real and personal), financial obligations, medical condition, and other resources. Interprets and explains regulations, rules, and policies to clients; apprises clients of their rights, responsibilities and eligibility for program participation. Handles crisis situations by authorizing benefits within specific guidelines or makes appropriate referrals to other staff and community resources for immediate services and assistance. Responsible for maintaining excellent client service support. Excellent customer advocate for the Solano county based client population.
SPANISH LANGUAGE MANAGEMENT & TRAINING PROGRAM Studied Methodology, Best Practices, International Travels and Barriers, International Protocol. Enhanced bilingual skill set to provided excellent customer service.
Currently work as a Business Solutions Consultant assigned to the telecommunications Circuit Management Services department for Wells Fargo in the San Francisco financial district. Provided excellent customer service to the Wells Fargo Advisors work group. This is a highly visible and vocal internal customer that was provided excellent customer care, support and advocacy.
Worked for AT&T with 31 years of telecommunications experience including marketing, sales support, network operations, network design, construction & engineering. Major strength is customer support and maintaining excellent ongoing customer rapport. Developed processes to implement various systems, including telecommunications and voice mail, call center provisioning, order processing, voice circuits and VoIP provisioning, and T1/PRI/DS1 trunking.Key Accomplishments: Designed comprehensive technology upgrades to facilitate service installation and delivery. Served as lead analyst and technical advisor to RFP/RFQs and qualified vendor selection. Resolved critical issues as key point of contact for Telecom Carriers, outages, contract disputes, and service issues; ensured high performance levels of systems through streamlining engineering processes