Traci Ferguson-Jackson has over 17 years of experience in customer service roles within major telecommunications companies. She has a proven track record of consistently exceeding production objectives, troubleshooting and resolving customer issues, and training and coaching peers. Her experience includes roles as a Customer Account Executive, Customer Advocate, Marketing Support Specialist, and Service Order Writer.

1. Traci Ferguson-Jackson
Home Phone 815 630-5228 2122 Westfield Rd
Cell Phone 630-805-0075 Joliet, Il 60435
Traci.Jackson@sbcglobal.net
Career Accomplishments
Over 17 years experience in customer service at a major telecommunications company working as an individual contributor.
Responsible for the success of peers through intial training and peer coaching.
Work Experience
Comcast Woodridge, Il
Customer Account Executive Janurary 2013 to Present
• Troubleshoot and resolve customer service issues (Cable, Internet, Telephone)
• Respond to Customer billing inquiries and concerns.
• Modify, cancel, and schedule customer appointment.
• Upgrade customer services.
AT&T Business Solutions Group Chicago, IL
Customer Advocate October 2003 to July 2011
• Interface with AT&T service order systems (Acis, Ason, WFA, SPS, DSNP, Predictor, CSNP and Verify & Fix).
• Consistently exceeds production objective.
• Negotiates and processes customer service order request by accessing multiple mechanized systems.
• Coordinates the installation and maintenance of invoices in order to deliver accurate and on time service to our customers.
• Update data base and correct errors.
• Troubleshoot on accounts, including working with several internal departments where necessary.
• Accurately computes and quote rates, adjustments, and balances to customer.
• Coordinate service agreements with other departments.
• Prepares self composes letters to customers.
AT&T Business Communications, Chicago, IL.
Marketing Support Specialist May 1999 to October 2003
• Intense use of mulitple company computer systems, as well as continual internal customer contact with a strong concentration in
sales support.
• Single point of contact for escalations in the center (temporary escalation manager).
• Discuss, investigate and resolve service issues.
• Assist manager by performing as temporary coach manager in managers absence.
• Employee project leader for the implementation of the new assignment process for customer advocates to ensure the customer
expectations are met. This process contributed to an increase in CEE results, productivity, eliminated overtime, and aided our
department in streamlining our budget
• Daily interaction with internal partners SSM (sales support manager) and PM (project management) team.
• Resolves discrepancies on service order documents in a manner that will provide accurate and on time service to customers.
• Conducted training and coaching sessions to remind and educate peers on ISDN products.
SBC Communications, Oak Brook, IL
Service Order Writer March 1997 to May 1999
• Intense typing to ensure that marketing customers would receive the service and equipment needed best to service their customer.
• Met production objectives with 98% accuracy.
• Infinite service employee leader. Partenered with customer relations, service management , network, and sales departments to
resolve external and internal servcice issues.
• Assist Manager by performing task in their absence.
Education
Westinghouse Vocation High School, Chicago, IL :Diploma
Wilbur Wright College, Chicago, IL USA concentration: Accounting