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Alicia Allen

Ready to start,Reliable,qualified receptionist, and clerical experience.

Morristown, NJ

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ALICIA J. ALLEN 
aliciaallen311@yahoo.com […] 249 Martin Luther King Avenue, Morristown, NJ 07960 
 
PROFESSIONAL SUMMARY 
Seasoned Customer Service professional with over 10 years experience providing personalized, customer care offering servicing and scheduling software as well as hardware related repair solutions.  
 
EXPERIENCE 
 
Queue Monitor/Problem Ticket Coordinator 
IBM (Subcontractor to: Covance) February 2005 – March 2010 
Insert overall one or two lines that describe the overall job …  
 
When I first joined the Deskside Support Team as Queue Monitor within the first week the Service Level Agreement report were showing that the customer’s problems were being handled within the time allotted to contact customer with a status and the problem resolved as scheduled. 
 
Worked with the Deskside Support Team I was in charge of customer service follow up to insure the customer was satisfied with their computer installation. To insure executive support was handled properly I obtained a list of all executives and contacted their executive assistants. The information was then passed on to management. It provided input for weekly status meetings between my management and the account project manager 
 
Often I alerted the technician assigned or the Team Lead via phone, instant message or e-mail about an unsatisfied customer. This helped the technician to prepare and respond professionally upon reaching the customer’s desk. 
 
Secure Token Specialist 
IBM (Subcontractor to: Avaya and Lucent Technologies (Lucent/Acutel) July 2001 - January 2005 
Cleared for authorizing the issue of Security Access device (Keyfob). The keyfob would be mailed to the customer with instructions on how to activate. If the customer was unable to gain access then it was my job to walk through the process. If it was determined the token was damaged through shipping I would give the customer a temporary password to access the secure network, ship a new token and instruct how to return the damaged token. When the token was returned I would check to see if token was indeed damaged and not expired. The damaged token would be sent back to manufacturer for credit or new replacement. My third day on the job, (Avaya) my trainer walked out and left me to deploy tokens. I called my manager and was sent a replacement trainer the next day. Within two weeks I was able to deploy the tokens on my own. I often sat in on project conference calls to help improve the deployment process. 
On the Lucent account this was a two person operation but my officemate was in a car accident I was left to deploy the tokens for two months successfully without incident.  
 
Receptionist 
Part time receptionist Saturn of Morristown 10 years. Greeted customers assigned salespersons to customers, performed various clerical duties as needs, cashiered customer maintenance and repairs after shop closed for the day. 
 
EDUCATION & CERTIFICATIONS 
AA - Computer Science - County College Randolph NJ 
 
COMMUNITY SERVICE 
Recording Secretary New Jersey Morris County Branch NAACP, currently serving a second term.

Work Experience

Queue Monitor and Receptionist

IBM/Covance, Lucent, Avaya
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Basking Ridge, NJ
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February 1997 to March 2010

ALICIA J. ALLEN 
aliciaallen311@yahoo.com 973-539-0817 249 Martin Luther King Avenue, Morristown, NJ 07960 
 
PROFESSIONAL SUMMARY 
Seasoned Customer Service professional with over 10 years experience providing personalized, customer care offering servicing and scheduling software as well as hardware related repair solutions.  
 
EXPERIENCE 
 
Queue Monitor/Problem Ticket Coordinator 
IBM (Subcontractor to: Covance) February 2005 – March 2010 
Insert overall one or two lines that describe the overall job …  
 
When I first joined the Deskside Support Team as Queue Monitor within the first week the Service Level Agreement report were showing that the customer’s problems were being handled within the time allotted to contact customer with a status and the problem resolved as scheduled. 
 
Worked with the Deskside Support Team I was in charge of customer service follow up to insure the customer was satisfied with their computer installation. To insure executive support was handled properly I obtained a list of all executives and contacted their executive assistants. The information was then passed on to management. It provided input for weekly status meetings between my management and the account project manager 
 
Often I alerted the technician assigned or the Team Lead via phone, instant message or e-mail about an unsatisfied customer. This helped the technician to prepare and respond professionally upon reaching the customer’s desk. 
 
Secure Token Specialist 
IBM (Subcontractor to: Avaya and Lucent Technologies (Lucent/Acutel) July 2001 - January 2005 
Cleared for authorizing the issue of Security Access device (Keyfob). The keyfob would be mailed to the customer with instructions on how to activate. If the customer was unable to gain access then it was my job to walk through the process. If it was determined the token was damaged through shipping I would give the customer a temporary password to access the secure network, ship a new token and instruct how to return the damaged token. When the token was returned I would check to see if token was indeed damaged and not expired. The damaged token would be sent back to manufacturer for credit or new replacement. My third day on the job, (Avaya) my trainer walked out and left me to deploy tokens. I called my manager and was sent a replacement trainer the next day. Within two weeks I was able to deploy the tokens on my own. I often sat in on project conference calls to help improve the deployment process. 
On the Lucent account this was a two person operation but my officemate was in a car accident I was left to deploy the tokens for two months successfully without incident.  
 
Receptionist 
Part time receptionist Saturn of Morristown 10 years. Greeted customers assigned salespersons to customers, performed various clerical duties as needs, cashiered customer maintenance and repairs after shop closed for the day. 
 
EDUCATION & CERTIFICATIONS 
AA - Computer Science - County College Randolph NJ 
 
COMMUNITY SERVICE 
Recording Secretary New Jersey Morris County Branch NAACP, currently serving a second term.

Education

AA in Computer Science

County College of Morris -
Township of Randolph, NJ

January 1972 to January 1978