Jade Smith Resume

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My Resume

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SKILLS AND QUALIFICATIONS:

Two years as staff analyst for the Call Center Director.
Call center forecasting and staffing.
Floor supervisor, DSL technical support.
Thirteen years overall Customer Support. Six years supporting broadband data products.
Yearly product training classes, i.e. Cisco Routers, Lucent Frame Relay Switches, Microsoft Office Suite
Managed and coordinated complex projects, such as nationwide switch upgrades
Good verbal, written, and interpersonal communications skills.
Proven ability to interface with internal departments and with customers

EMPLOYMENT HISTORY:

2003: Supervisor. Verizon DSL Offline Call Support.

2002 to 2000: Staff Administrator. Verizon National DSL Installation Support. call center metrics reports, maintained staffing model.

1999-2000: Supervisor. Verizon Advanced Services DSL Installation. Managed technical specialists who maintain Verizon's nationwide broadband and DSL data networks. Established and documented procedures for the GTE/Bell Atlantic merger.

1996-1999: Senior Administrator. GTE Enhanced Products Group. Supported maintenance technicians for GTE's nationwide broadband data networks.

1996-1997: Trouble desk. Telephone customer support for Frame Relay and California Lotto customers.

1992-1996: Analyst. Marketing, proposals, engineering and provisioning for internal voice and data customers. Managed projects.

1978 to 1992: Operator, Administrative clerk. Technician--Installed and serviced telephone switches.

EDUCATION: B.S. Management, Pepperdine University. Graduated 1997.

HOBBIES: White water river rafting. Gardening. Completed L.A. Marathon, 1995.

References are available on request.