Tamara Jacobs Email & Phone Number

Covington, Ga, Us

Responsible for delivering scalable enterprise implementation project/application to the internal user base in an Agile environment

Led team of Managers responsible for quality analysis, training, service level agreements and processes

Devised and facilitated training program for Office of the President employees in conflict resolution, process flows, product support, business requirements and systems.

Responsible for managing escalations through resolution for Executive level customer complaints regarding company products and services including root cause analysis and process improvement suggestions.

A cross-functional team leader in a Customer Call Center supporting Customers, Field, and Executive offices.Respond and maintain escalations, executive appeals, and complaints.Manage and implement process improvements in a consumer and sales service center.

Managed a team of 16 help desk support representatives supporting Large Business Regional Accounts in a Call Center environment handling all business services, billing inquiries, and sales support.Received “Outstanding Performance” recognition for developing and implementing training programs.

Facilitated the transition of work flow from a network organization to the Customer Care Center for successful internet services such as Dedicated Internet Circuits, NetVPN, and VOIP.Participated in project meetings reporting on service requests being tracked through BDot, IPOSS, Soeg, and Remedy ticketing database systems.Consulted with user groups to assess needs, provide training, and resolve issues as they arose.

Worked as an analyst carrying out MAC orders using ROS, Siebel, SOEG, and Works systems to write orders for BellSouth/AT&T South. Wrote orders for moves, adds, and changes for Large Business Customers in BellSouth’s nine state area.Answered the help line for requesters needing assistance with requests and followed up on open requests.Interfaced with the customers on a daily basis, determining course of action to resolve problems.

Education

Ba, Psychology