ANNABELLE CORREA 20 Olive Avenue - Lawrence, MA 01841

978.687.5378
ac265180@westpost.net
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SUMMARY
Versatile team player eager to contribute sharp field service management, custom
er service and administrative skills toward assisting a dynamic organization in
achieving and surpassing goals.
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CAREER PROFILE
* College-level computer science education.
* Expertise in field service operations.
* Comprehensive understanding of business management.
* Proven evaluative and analytical skill sets.
* Strong capacity to manage multiple projects simultaneously.
* Adept in relationship development and facilitating repeat business.
* Notable presenter, facilitator and communicator.
* Well-organized multi-tasker with strong detail orientation.
* Additional career background in delivery of exceptional customer service.
* Proven accomplishments in building market share and recognition.
* Track record of achieving challenging revenue objectives.
* Exceptional team leader.
* Proficient in advanced business software applications including MS Office Suit
e, IEX, Email Exchange and Pipkins.
* Capacity in strategic planning, systems management and cost control.
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PROFESSIONAL EXPERIENCE
Comcast Cable, Chelmsford, MA 10/01 - 05/09
Field Coordinator (2006-2009)
* Promoted to oversee and maintain quota windows utilizing the RUMBA screen (com
pany dark side database) for Beverly geographical areas.
* Delivered support to eight teams with 100 Technicians and seven management are
as.
* Achieved highest team efficiency and productivity levels in Field Management A
reas on a consistent basis.
* Conducted in-depth forecasting and monitoring of workload staffing levels enab
ling Sales/Service Technicians to deliver superior customer care.
* Evaluated and analyzed manpower availability utilizing work schedules, work ty
pe demands, technical skill sets, customer growth and service level objectives.
* Ensured adherence to service levels and budget demands as determine by senior
management.
* Proactively interfaced between company, clients and multiple service teams to
attain organizational objectives.
Dispatcher III (2005-2006)
* Advanced to prioritize and assign specialized jobs to Senior Technicians.
* Ensured customer data accuracy and successful job completion.
* Assisted technicians with the removal, entrance and/or assigning equipment fro
m customer accounts for the quality assurance of equipment status and/or for tro
uble shooting purposes utilizing the company billing system, ACP.
* Coordinated with Advance Technical Service Department to verify activation on
phone and/or modem equipment,
* Worked closely with National Service Activation team to confirm phone number a
ctivations.
* Originated Excel reports to track nightly completion/cancellation rates.
ANNABELLE CORREA
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Dispatcher II (2004-2005)
* Tasked to monitor/route field personnel,
* Controlled workflow.
* Achieved high level of productivity and customer satisfaction.
* Scheduled, completed, and properly coded daily work for databases in TTS and A
CP.
* Ensured scheduled work order completions were attained.
* Accurately completed all upgrades/service for Field Technician sales credit.

Customer Account Executive (2001-2004)

* Recruited to aid customers with billing inquiries/technical issues with cable/
phone service.
* Initiated service changes of service upon customer request.
* Gained expertise in use of billing systems, ACSR and ICOMS systems.
* Selected for special projects researching technical high definition issues/Mot
orola box error messages to achieve rapid resolutions.
* Aided Operations Support Center as required.
* Facilitated training operations.
* Developed trouble tickets in ETE and construction databases.
* Designated to serve on Support Desk as necessary.

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EARLIER BACKGROUND
Prior to 2001, served in progressively responsible assignments with Boston Commu
nications Group, Woburn, MA. These included Helpdesk Technician, Data Analyst
and Forecasting & Scheduling Specialist. In these assignments built outstanding
operations, field service, technical support, IT and analysis skill sets, provi
ded representation for 30+ markets and delivered support for over 800 Customer S
ervice Representatives.

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EDUCATION
Northern Essex Community College, Haverhill, MA
Computer Science Studies covering MS software, C++, A+ and HTML