Shawn Huber

Experience

• 

  AT&T

  May 2001 - now

  Responsible for the supervision of non-management employees who are responsible for receiving, testing, and handling customer repair problems. Includes the identification, analysis, correction, and implementation of processes needed to provide quality customer service. Also responsible and accountable for the dispatch and completion of provisioning and maintenance work orders for Special Services, Mass Market, Cable, Pair Gain, Official Company Services (OCS), Wireless, U- verse, Narrowband, Broadband (DSL)M and Central Office operations in the Network Dispatch Center and/or other Technical Centers. Provides a high level of coordination and flexibility with other workgroups involved in the trouble report process and abnormal service conditions. Show less • Trained customer service representatives on work handling and system application issues and was able to increase productivity by 25%.• A key component in the launch of a major software application while working with 200+ representatives and managers from three departments and was able to do this without increasing the wait time for the incoming calls in the center. • Assigned to special projects for various managers to aid their reps in following a work process that reduced double work by 35%. • Developed extensive troubleshooting and problem-solving skills.• Analyze order fallout to resolve errors on orders.• Resolve any reoccurring problems being found on orders. Show less

  • Sr Specialist Business Management

    Feb 2022 - now

  • Manager Network DAC T3 Customer Service Centers

    Jan 2021 - Feb 2022

  • Broadband Customer Service Representative

    May 2003 - Jan 2021

  • Customer Service and Sales Representative

    May 2001 - Nov 2003