1. TROYLENE S. THIBODEAUX
6513 Gillis Johnson St. |Fort Worth, TX 76179 | Phone: 817-709-9126 |682 841-1682
Email: good2go1065@gmail.com
Professional Objective
As an experienced workingprofessional with17yearsof administrative-relatedskillsandawardingwinningcustomer
service , I am currentlyseekingafull-timepositionasanadministrative assistant,telephone operator/Receptionist;
where Ican utilize the skillsIhave acquiredoverthe durationof mycareerhistoryin a growing,innovative field.
Qualifications
 Highly skilledinthe use of MicrosoftOffice applications,includingMicrosoft Excel,Word, PowerPoint,and
Outlook. Experience withAvayaphone system,andIVRsystems onadailybasis.
 17 years’experience inbuildingstronginternal andexternal customerrelationshipsbetweencross-functional
groupsto ensure the deliveryof apositive customer experience forall parties.Icanattribute a large portionof my
successwiththisdue to myabilitytocommunicate effectivelywithall levelsof managementandcustomers.
 Stronglyaccomplishedinresolvingprioritiesinaconstantlychanging,fast-pacedenvironment,asdemonstratedin
my Professional Experience,below.
 Outstandingcommunicationandinterpersonalskills,asthe resultof mylengthycareerincustomerservice
relationsforinternal andexternalcustomers.
 Abilitytoworkindependentlyanduse personal initiativetoformalize processesandstreamlineoperations.
Professional Experience
Southwestern Bell, SBC, AT&T Nov.2001 – Feb. 2015
Dallas,TX USA
Load Balance Manager/DEG Feb. 2013 – Feb.2015
Promoted from the Digital Electronic Group/ Customer Service Representative
 Withinthe Digital ElectronicsGroup, oversaw ateamof 15 CustomerService Representativesfora24 hour call
center,providingdirectionforthe organizationandassignmentof priorityof helpdeskticketsreceivedby
customers.
 Performed assessmentsof the CustomerRepresentatives toensure thatthe workload neededtocorrectthe
reportedissue wasassignedappropriatelyandefficiently,oftenbalancingworkload prioritieswithinshort
deadlines.
 Provided administrative supporttothe Field Managersby providingamonthlypersonnel andactivityreportvia
an Excel spreadsheetthatdepictedthe statisticsof jobrepairs(suchashow manyjobswere overthe 30, 60, or 90
day allottedwindow,howmanyjobshada ‘hold’statusassignedtoit,forwhatreason,etc.) Reports made certain
that clear,ongoingcommunicationsregarding workbeingconductedinthe fieldandissuesreceivedbythe
CustomerService Representatives regardingjobrepairwere completedasquicklyaspossibleviaprioritizationof
the assignmentof a technician.
 Servedas Co-chairmanof the Participative ManagementEmployee Involvement (PMEI) Committeefor3 ½ years,
workingtoencourage diversityinthe workplace.Reported resultsfromall meetingstothe participating
departmentsandsub-departmentsviaExcel,providing performancestatistics acrossgroups,creatingthe abilityto
monitorongoingissuesinneedof resolution.
 Coordinatedfive internaloffice movesforassignedgroup,ensuringall individualswere correctlyassignedcubicles
and all necessaryjob-relatedofficesupplies.
 Managementand oversightof groupcalendars
 Preparedandprocessedexpense reports
 Facilitatedthe set-upof meetings,coordinating,scheduling,anddistributinge-mail meetingnoticestoboth
internal andexternal customers.Reservedconference rooms,preparedthe meetingrooms,andsetup
teleconferences,whennecessary.

2. CustomerService Representative/DEG Nov. 2011 – Feb. 2012
 Monitoredalarmsfor22 statestestingandcallingouttechniciansasneededtopreventservicefromgoingdown
and or getservice backup as soonas possible.Includingfiberfedequipmentandcellulartowers.Workedfrom
home monitoringandtestingon24 hour basisfor severe weathereventssuchwhichcouldorhad causedmajor
outages.
 Achievement:Nomination byatechnicianinHouston,TX for the prestigious 2012 CustomerService Excellence
Award.Succeededinobtainingthe awardagainst2000 othercandidates,specificallydue tomy abilitytousingmy
personal initiativetostreamlineandformalizeprocessestoensure the quickestresolutionpossible. All finalists
were recognizedforhavingsavedthe companybothcustomersandmoney.
SouthwesternBell (SBC) April 2003 – Nov. 2011
Arlington,TX USA
FacilitySpecialist Apr.2003 – Nov.2011
 Provide supporttothe Techniciansinthe field,andotherdepartmentsonservice issues.
 Designedandimplementedtrainingof the MLAC'sFAME/ILOG system.Developedthe FAMEsystemwithtech
supportand fellow employeeswhichhasthe abilitytomechanize the workprocesses,allowingquickaccessto
vital information,implementingtrackingmechanisms,andimprovementof call durationstherebyraisingField
Assistance %Grade of Service.Trainedall employeesonthe use of the FAME/ILOG systems.These systemsare
nowbeingusedbyover300 employees.Preparationforthe twoMLAC's to become virtual.ReceivedSpecial
RecognitionbyVanTaylor-PresidentNetworkservicesforthe developmentof the FAME/ILOGcomputer systems.
 Electedchairmanof the PMEI committee in2005 andservedfortwo years.Coordinatedandprovidedfeedback
fromcoworkersto the PMEI committee.Implementedandheldtailgate meetingstoprovide informationto30+
employeesonanychangestobe made inresponse tothe PMEI meeting.(PMEI…) CWA unionendorsed.
• Outstandingcommunicationandinterpersonalskills,asthe resultof mylengthycareerincustomerservice
relationsforinternal andexternalcustomers.
CustomerService Representative/CustomerService Bureau Mar.2001 – Apr. 2003
Arlington,TX USA
 Providedtrouble shootingassistance tocustomers(Bus,Res,andSpecial Circuits) inneedof telephone service
repair;thiswas whenDSLwas brandnew;department – RepairBureau
 Providedinformationonfeaturesandstatusof repairtickets;if the issue wasnotan internal issue regarding
SouthwesternBell,thenIcoordinatedthe escalationof the issue toanexternal teamforresolution.
 Coordinatedwiththe dispatchcenter the assignmentof technicians forlines/polesdown foremergencysituations
 If customersituationwasn’timmediatelyfixable,providedsolutionstothe customertohelpthem temporarily
relieve the inconvenience of the situation
 Achievement:Appointedtothe EscalationDesktoassist withchallengingcustomers inordertosatisfyexecutive
expectationsregardingcomplaints
 Memberof the InterofficeSupportGroupforthe resolutionof nonconformance issues thatdidnotinvolve outside
technicians,butinternal technicians.
 Workedto prevent all unproductive tasks inthe dispatchingof repairtechniciansbyscreeningandtestingthe
repairticketsreceivedbythe CustomerService group.
 Headedupthe Salesteamto encourage revenue growth.Organizedandpreparedsalesincentives forsalesteam
and events.
Education:
Cleburne HighSchool
Cleburne,TX
GraduationYear: 1983
Professional Licenses and Memberships:
Certified“NotaryPublicof Texas” February 12, 2001 – present
Member,SouthwesternBell PioneerClub 2001-2015 (through tenurewith Southwestern Bell)