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Resume 07 21-15

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Resume 07 21-15

  1. 1. Renee Hooper Franklin, TN 37067 • 615-973-3888 • Nene0427@bellsouth.net Senior Customer Support professional with established record of accomplishment and promotion based on outstanding performance. Excellent project management skills demonstrated through flawless execution of highly complex, multiple-stakeholder engagements. Experience working with sales teams in post-contract implementations, provisioning, and service contract extensions for large, high-profile business customers. Recipient of multiple awards and recognitions for service excellence by AT&T and customers. CUSTOMER SERVICE PROJECT MANAGEMENT PROJECT COORDINATION IMPLEMENTATION SALES SUPPORT TELECOMMUNICATIONS VOICE/DATA PRODUCTS PROVISIONING TRAINING NEGOTIATION PROFESSIONAL EXPERIENCE AT&T (formerly Bellsouth) Nashville, TN • 1974 to Present BUSINESS CUSTOMER SERVICE CONSULTANT | 2000 to Present Provide sales support, customer engagement, and project management for large business customers in provisioning of data and voice circuits. Coordinate with sales teams, customers, ATT internal departments, and equipment vendors to manage service delivery of 75 to 100 projects simultaneously, often for multiple customers. Stand as customers’ single point of contact in post-sales engagement, working to successfully drive multi-faceted projects to completion under tight deadlines and strict requirements. Oversee provisioning of ISDN, T1, Metro Ethernet circuits; Voice over IP, Centrex (voice), and Virtual Private Networks (VPN) products for large AT&T clients including large healthcare companies, state governments, and large insurance companies. Travel to customer locations with sales team as needed to establish relationship. HIGHLIGHTS OF ACCOMPLISHMENTS • Recognized with Take the Lead Award for work as Lead Coordinator of AT&T provisioning of over 1,100 press voice/data circuits for the annual Masters Golf Tournament in Augusta, Georgia. • Successfully rose to challenge of coordination of all service orders for
  2. 2. installs, repairs, and uninstalls for the Masters Tournament, operating under tight scrutiny by AT&T senior leadership for this multi-million-dollar sponsored event. • Managed all customer engagements for voice/data circuit orders/installations for the State of North Carolina. • Recognized as Subject Matter Expert on Metro Ethernet circuit product. • Consistently exceeded all productivity goals by every measurement used by AT&T. • Lauded by customers and supervisors for superior performance and “above and beyond” service levels, always working to achieve total customer satisfaction and successful project completion. RECOGNITIONS AND ACCOLADES “The installation and set-up service provided by Bellsouth has been flawless. Ms. Hooper has gone out of her way to assist us on matters that were probably not her direct responsibility.” —William D. Leader, Jr., McGuin Leader & Carlson PLC in personal letter to Bellsouth President and COO “Renee was great in coordinating all of our orders so that they completed on time, as well as helping us with expediting a few ‘last minute’ orders which were crucial to our operation.” —T. Harrison, Senior Technical Engineer, CBS Security and Infrastructure, CBS Sports “Renee Hooper needs to be thanked for her communications, attention to detail and just plain all around effectiveness…Renee was very cooperative in adjusting to the new schedule. I even had a telephone call after hours from her confirming that our old service had been cut over. As you are aware, we receive regular solicitations from other telephone service providers. We have chosen to stay with Bellsouth because of people like you and Renee.” —Steve Westbrook, S & W Law Career Promotion History with Bellsouth/AT&T Business Customer Service Associate Conducted needs-based sales focused on customer requirements. Negotiated billing inquiries and resolved customer issues. Account Representative Supported sales team in identifying opportunities, developing relationships, and closing sales. Represented clients in real estate and land-use matters as licensed realtor. Maintenance Administration
  3. 3. Performed preventive maintenance analysis, testing, and problem resolution. Dispatched work and repair tickets to service teams. Residential Customer Service Representative Assisted residential clients in selection of best products and services. Negotiated service orders and resolved customer complaints. Directory Assistance Representative EDUCATION AND TRAINING Belmont University, Nashville, TN Coursework toward Bachelor of Science Project Management Institute - Member Project Management – 35-hour course through Martin Methodist College, 2015 Event Planning Certification – Belmont University Six Sigma Greenbelt – AT&T Professional Development in Project Management, Customer Service, Sales, Product Training

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