Sheritha Fitzgerald-Snell

3211 Aegean Drive

Missouri City, TX 77459
(c): 832-265-2964
(e): s.fitzgerald75@att.net

Seeking a positions in the field of

Kinesiology / Health Performance

Highly motivated energetic Kinesiology student with a strong work ethic and
professional goals.
Meet challenges head on, work well under stressful situations and in a fast-paced
setting.
Maintain excellence research, organization, management, and problems solving skills.
Quickly and accurately identify key issues when making a decision or solving a problem.
Use computer software to prepare reports, graphs, brochures, and to conduct research.

Relevant Coursework:

PROFESIONAL EXPERIENCE
AT&T Communications
Houston, TX.

July 2000 March 2012

Escalation Administrator/Customer Service Team Leader

Handle customer and employee inquiries, complaints, billing-payments, service and
Manager requests at high-volume workloads within a deadline-driven environment.
Duties Include:
Supervise personnel
Involved with planning/scheduling daily work load for escalation (CSR)
Utilize corporate process to trouble shoot and assist customers including Analog, Digital
Fiber, Uverse, and T1 circuit
Communicate with mangers and coordinate to exceed customer expectations
Provide support to ensure calls meet time requirements
Implement Amber Alerts
Quality control between customer service representatives and Load managers
Set up call blocks for bomb threats and stand offs
Implemented energy savings plan to turn off computer monitors, and lights after daily
use and at the end of bureau where certain areas were not in use
Liaison between customer service representative and customer
Facilitate strategies that aide other CSR's in answering troubled customers

Customer relations liaison responsible for resolution of problems, complaints and

composition of written correspondence to customers for corporate executive
complaints
Provided customer service in a diverse environment

Monitor call center representative phone calls and provided performance feedback
Provided customer control for customer contact
AT&T, Houston, TX
Service Representative
June 1996 July 2000
Handled incoming calls from customers providing and suggesting products to improve
telecom service
Provided rates and service for telecom services for residential and business customers
Used training and consultative selling techniques to provide leads for telesales
Recognized as #1 Service Rep for customer retention, customer return, and top sales rep
Based on accuracy, duration of calls, and availability 1998-2000 (out of 5 state division)

EDUCATION
Houston Baptist University
Bachelors of Science Kinesiology
Houston, TX

Expected Completion 2016

Houston Community College

Associates of Arts
Houston, TX

Completed May 2013

Lamar Consolidated High School

Rosenberg, TX

Completed May 1993

VOLUNTEER/AFFILIATIONS
Union Steward (1999-2012)
CWA Local 6222
Treasurer (2000-2004)
AT&T Pioneers
Vice President
AT&T Pioneers (2004-2012)
Co-Chair
United Way Committee (2000-2012)

HISTORY OF SKILLS
Strong technical support background includes troubleshooting and repair of

analog/digital landlines.
Superior skills in communication and customer service. Experience in maximizing
productivity by working effectively with both internal and external customers.
High ability to resolve complex issues and win customer and employee loyalty.
Understanding of call center/customer service objectives and planning.