This document provides a summary of Angela Thornton's contact information, professional experience, and employment history. It highlights her strengths in areas such as attention to detail, creativity, self-motivation, and time management. She has over 18 years of experience in customer service roles within the telecommunications industry, most recently as a lead service representative for FEDEX handling account management.

1. Angela Thornton
490 Stn-Mtn Lithonia RD #84
Stone Mountain, GA 30088
404-447-4527
SUMMARY
Strengths include orientation to detail, resourcefulness, self-motivation, and great time management capabilities:
 Natural flair for generating creative, innovative ideas.
 Outstanding telephone communications; patient, personable and receptive.
 Highly reliable self-starter; can be counted on to complete assignments without supervision.
 Exceptional ability to quickly master new software and apply its full range of capabilities. Systems to
include Topaz, Quote CPE, Premier, ESS & OPIE, Windows 95/98/2000, Microsoft Office Suite (Word,
Excel, Access, PowerPoint and Outlook among others.
 Good judgment in balancing customer service with profitability.
PROFESSIONAL EXPERIENCE
Customer Service / Office Support
Often required to ascertain the needs of the customer and deliver exceptional service while working in a
challenging situation.
• Began position with AT&T in the Key Group/CSC department.
• Answered incoming calls, created quotes and placed orders for the S.E. State Region.
• Provided superior customer service and care for the Norstar and PBX systems.
• Assisted in referring new customers to the Nortel Sales Center.
• Transitioned to being the assigned representative for the state of Tennessee BST/TNII project. Worked
alongside Duray Miller for BST/TNII implementing requests that were sent via-email.
• Assigned Rep for the Cisco Data Dropship Division for the states of FL, MS, SC and AL.
• Data Dropship responsibilities included the closing of orders at the end of the month, establish new
request in Quote CPE, and the implementation of converting the quote into an order.
• Responsible for placing and overseeing orders for IP Flex site surveys for the States of FL, KY, GA, NC,
SC, AL, LA, TN, and MS. The site surveys created gave results for the Pre-test orders for the IP Flex
service.
• Currently the Lead and Assigned Rep for FEDEX covering the Memphis and Collierville, TN area.
• In charge of the set up of quotes, as well as all moves, adds or changes for FEDEX’s corporate customers.
Data Collection
• Contacted delinquent account holders and creditors:
-Answered questions regarding billing charges and account balances.
-Educated account holders as to various payment plans and viable options for repairing their credit.
-Updated all accounts with creditors, lenders and credit bureaus.
• Located delinquent customers through research utilizing directory assistance and national credit bureaus.
• Earned the confidence of the management staff for my diplomatic and committed approach with all
customers.
• Extracted and manipulated data from various host systems or databases for client portfolios.
Personal Note
• I effectively communicate to customers, the objective and service goal of the organization I am servicing.
• Observe customers’ needs/wants and I personalize service accordingly.
EMPLOYMENT HISTORY
May 1st
, 2000 to Present Service Representative AT&T, Atlanta GA