1. Karla Mackins
193 Spruce Drive
Apple Valley, MN 55124
952-891-3911
karlamackins@gmail.com
Professional Experience
Frontier, A Citizens Communications Company 1985-Present
Facility Assignor
- Assign facilities for telecommunications orders
- Receive calls from outside technicians and trouble shoot problems
- Complete switch work on orders such as providing customer dial tone
- Meet monthly objectives
Sales Assurance Rep- Dispatch
- Respond to customer inquires & problems/provide customer service 2007-2009
- Troubleshoot reported issues and dispatch
- Receive incoming calls from external customers or technicians and dispatch.
- Complete DPI trouble tickets and forward to appropriate work group.
- Dispatch Minnesota cable locates
- Work in various systems such as viryanet, DPI, endeavor
Carrier Access Coordinator 2005-2008
- Responsible for managing accounts over a million dollars for major carries such as MCI,
AT&T and Sprint.
- Maintain records for established accounts.
- Monitoring, analyzing and managing the flow of recorded network usage for major accounts.
Toll Analyst, Burnsville, MN 2002-2005
- Responsible for all disputed and un-located error file revenue dollars for the entire Southern
and Midwest regions.
- Analyze data from multiple applications and systems in order to determine appropriate
actions to be taken.
- Save the company thousands of dollars in potentially lost revenue dollars every month.
- Crossed trained in all 3 billing platforms that Frontier operates serving more than 2.3 Million
access lines in the United States.
- Maintain Verisign database.
- Maintain and develop monthly and weekly reports to keep management informed of all
revenue dollars impacted and how those dollars are trending.

2. Operations Coordinator, Burnsville, MN 2001-2002
- Coordinated employee incentive programs for the entire Midwest region.
- Created and wrote monthly regional newsletter.
- Organized and coordinated Speakers Bureau program, which had an average of one speaker
per month.
- Managed daily 911 transmittals, such as transmissions, errors, and certifying circuits.
- Facilitated monthly orientation meetings for all new employees.
- Tracked regional contribution budget.
- Supported managers throughout the entire company.
- Participated in the Junior Achievement program.
Marketing Coordinator, Burnsville, MN
1999-2001
- Designed and implemented the original Take the Lead program for Frontier, which is still
used and is a highly effective tool for Frontier at generating revenue dollars.
- Coordinated employee special events such as service anniversary dinners, United Way
campaigns, as well as many others.
- Facilitated regional United Way campaigns.
- Responsible for all marketing promotions, including press releases and local newspaper ads.
- Managed all contribution requests and tracked $50,000 yearly budget.
- Facilitator for Shared Values training for all employees in the Midwest region.
Communications Assistant, Burnsville, MN
1993-1999
- Coordinated employee special events such as service anniversary dinners, United Way
campaigns, as well as many others.
- Designed and wrote regional employee newsletter.
Human Resource Assistant, Burnsville, MN
1988-1993
- Managed employee benefits, making sure contributions were taken out correctly and worked
with Blue Cross and Blue Shield to rectify any discrepancies.
- Entered all daily benefit changes for the Midwest region, including COBRA payments from
retirees and employees.
- Facilitated benefit meetings throughout Minnesota and Iowa.
- Handled numerous confidential Human Resource documents.
Network and Engineering Assistant, Burnsville, MN
1985-1988
- Created graphic maps on the plotter machine for the entire engineering department.
- Managed the monthly payment agreement between Vista and AT&T.
- Worked with several engineering systems including Dbase, Lotus, and VPP Planner.

3. Education & Training
• Word Processing Degree – Dakota County Technical College
• Project Management
• Business Communications I, II
• Records Management
• Introduction to Data Processing
• Microsoft Word
• Microsoft Access
• Excel