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
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
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
installs, repairs, and uninstalls for the Masters Tournament, operating
under tight scrutiny by AT&T senior leadership for this multi-million-dollar
• 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
• 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
“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.
Supported sales team in identifying opportunities, developing
relationships, and closing sales. Represented clients in real estate and
land-use matters as licensed realtor.
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,