EMALEE DOWNHAM 7038 Cross Timbers Lane *

N. Richland Hills, TX 76180 *

817.939.9585 * ed119b186@westpost.net QUALIFICATIONS PROFILE * Administration: Display strengths in planning, organization, problem solving, communication, multitasking and decision making. Success developing reports and documentation and ensuring compliance to company policies, procedures, and guidelines. Able to participate in special projects and pilot programs as well as plan and administer work schedules. * Technology: High level of knowledge in working with computer equipment, telecommunications products, and other technology devices. Apply PowerPoint to develop presentations used for training and submitting information. Create Excel-based spreadsheets to maintain account-related information. Developed and executed tracking system for customers with abnormally high call volume. * Training: Success as senior representative in mentoring and helping junior-level employees become more productive and utilize available tools to resolve customer issues. Train associates and set up Microsoft Messenger. Educated customer and agents on equipment utilization, services, applications, and teamwork. * Customer Support: Employ a high level of problem solving and knowledge of products / services to resolve customer issues. Success establishing and maintaining highly effective relationships with customers and co-workers. Awarded for providing customers with optimal, quality service related to account information, billing, equipment, service, plans, activation, and general knowledge. PROFESSIONAL EXPERIENCE TELVISTA - Dallas, TX 2010 to 2011

Technical Support Representative Rendered outstanding customer service and technical support to Verizon Fios project, ensuring customer satisfaction at every level. Assisted customers with Windows and Macintosh systems, phones, and video to avoid interruption of service while educating customers to avoid future problems. Researched order issues involving field tech dispatches. Provided customer education on how to best utilize available technology. Coordinated with back -office support to ensure timely issue resolution. Key Achievements: * Received numerous customer service awards as a result of high-level customer satisfaction. * Propose utilizing Windows Communicator to streamline process of contacting IHD to reduce hold time and resolve customer issues quickly. * Remained informed on troubleshooting techniques, resulting in increased customer satisfaction. * Maintained accurate notes of steps taken to resolve problems, equipment worked on, and test results to expedite process for next customer service representative handling call from same customer. AT&T / PINNACLE - Fort Worth, TX 2008 to 2010 Technical Support Representative Provided technical and customer support for the largest communications holding company in the world, serving more than 78.2M customers. Supported quality and timely customer service by collaborating with technical teams and customer service representatives to identify and quickly resolve service issues. Maintained current knowledge of emerging procedures and problem resolution techniques. Interfaced with customers, providing ongoing support until issue resolution; document customer communication and service notes. Mentored and led new service agents, while providing hands-on leadership to foster continuous growth,

answer inquiries, and ensure compliance with policies and procedures. Key Achievements: * Quickly recognized as a top-performer, ranking within the top 25% of department for productivity. * Conceptualized and developed PowerPoint presentations step-by-step training for various processes within the various AT&T applications. * Suggested and played a key role in implementing training program improvements, including rotating classroom and floor training to maximize productivity. SPRINT- Fort Worth, TX 2002 to 2008 Customer Service Representative One of the largest global communication companies in the United States, offering services such as wireless phones, long distance plans, and local telephone plans. Provided outstanding service in assisting customers with escalated account issues related to billing, equipment, services, activation, account changes, and plans. Rendered guidance to junior-level CSRs in utilizing available tools to maximize their performance and meet customer needs. Remained abreast of new information and participated in training opportunities to maintain the highest level of customer service. Maintained documentation associated with call volume, nature of calls, and outcome of customer issues. Key Achievements: * Assumed responsibilities of senior CSR on the night shift to help other CSRs with questions, concerns, and escalated customer issues; contributed to increased productivity. * Won numerous Spotlight Awards for excellent customer service and support. * Proposed new parental control features for mobile Internet services. * Utilized Excel spreadsheets to create forms and tracking logs to streamline daily processes. * Developed PowerPoint presentations used for training, billing, and disseminating information. * Played a key role in getting numerous pilot programs up

and running. * * * * * * * * Additionally, worked as Technical Support Representative for GTE, Irving, TX (1997 to 1998) and Customer Service Representative / Technical Support Supervisor for ATC, Arlington, TX (1994 to 1997). EDUCATIONAL BACKGROUND DEVRY UNIVERSITY - Irving, TX; BS in Computer Science BUTTE JUNIOR COLLEGE - Orville, CA; AS in Computer Science WEST VALLEY JUNIOR COLLEGE - Saratoga, CA; AA in Sociology