Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Additional Information
Timeline
Generic

Alana Hemmingway

Edmonton,AB

Summary

Organized and efficient, as well as able to work both independently, and as part of a group. Within group settings, I strive for efficiency, delegation and understanding of the needs of the group and the project or work being done. When working independently, I strive for quality and efficiency, while also maintaining high productivity. My strengths include learning new systems quickly, troubleshooting systems issues and creating or updating processes. I have worked on several projects at various stages, including user testing and troubleshooting. I have also trained others in both systems and processes required.

Overview

23
23
years of professional experience

Work History

ASSIGNMENT & ACTIVATIONS AGENT IV

TELUS
10.2003 - 08.2023
  • Assigned and activated copper, fibre, and VoIP services for business and residential customers, including home phone, internet, and TV
  • Assisted customers, agents, and technicians with not only the above through voice and chat queues, but also fixed system fallout
  • Subject Matter Expert and lead trainer for GPON fibre services
  • Co-Led a 6-month GPON 3-way field/plant and system alignment which helped decrease unnecessary calls to Assignment and IPTV support from field techs
  • Decreased time for installers in field to complete jobs
  • Subject Matter Expert and trainer for Telus Tv services when opened to mass market
  • Assisted in migrating fibre VOIP residential services to new platforms
  • Worked with my team to ensure Service Level Agreements and deadlines were met.
  • Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues

BACKUP SUBJECT MATTER EXPERT

PROJECT BLUEBIRD
01.2020 - 01.2023
  • Assisted with copper installations on new FIFA platform
  • Found defects and worked towards their resolution in triages
  • Assisted Subject Matter Expert team prime where necessary, with training, meetings with other stakeholders and process.

CO-ORDINATION CLERK IV

TTV FACILITIES MANAGEMENT CENTRE
11.2004 - 04.2008
  • Began as project within Assignment to test systems, processes and find defects or other issues within the flow of a Telus TV order
  • Found daily orders and corrected fallout where necessary within order systems
  • Worked with field techs to ensure install was completed with high quality
  • Assisted in creating process for Assignment agents for all legacy or new systems
  • Assisted in migration of services when ADSL ports were upgraded.

CUSTOMER SERVICE REPERESENTATIVE

01.2001 - 09.2003
  • Answered queue calls from customers requiring install, move, change, cease of service
  • Mostly for home phone and Long Distance as High-Speed Internet was very new
  • Ensuring high quality and pleasant service, while also ensuring orders were placed correctly
  • Ensuring quality of service while also maintaining service levels and call times in accordance with Telus' and CRTC requirements.

Education

Psychology major -

UNIVERSITY OF ALBERTA
Edmonton, AB
06.1998

Psychology Major - Psychology

RED DEER COLLEGE
Red Deer, AB
05.1995

High School Diploma -

SPIRIT RIVER SECONDARY SCHOOL
Spirit River, AB
06.1991

Skills

  • Strong communication skills
  • Strong interpersonal skills
  • High attention to detail
  • Attention to process and systems requirements
  • High adaptability to change
  • Adaptable to fast paced and quickly changing environment

Languages

English
Native or Bilingual

Accomplishments

    In my over 20 years with Telus, I have received several accolades from teammates, managers and senior management regarding my efforts and willingness to assist with ensuring work is completed, as well as in taking on challenges.

Additional Information

TELUS SYSTEMS EXPERIENCE

  • FMS test regions
  • FMS production
  • DTI
  • CSR
  • NetCracker – Compass
  • NetCracker – FIFA
  • FIFA 360
  • Insight
  • NetProvision
  • LYNX
  • EFullfillment
  • IWS (Genesys Chat)
  • Q for Compass
  • Q for Legacy
  • TOPAZ
  • Loop Qual
  • CRIS
  • AMS
  • IMS
  • ASAPNOC
  • SDAS (Copper switch)
  • SOA
  • OM Provisioning Support
  • Provisioning Support – GPON
  • WPPP
  • Microsoft Word & Some Excel
  • Google Docs & Sheets



Timeline

BACKUP SUBJECT MATTER EXPERT

PROJECT BLUEBIRD
01.2020 - 01.2023

CO-ORDINATION CLERK IV

TTV FACILITIES MANAGEMENT CENTRE
11.2004 - 04.2008

ASSIGNMENT & ACTIVATIONS AGENT IV

TELUS
10.2003 - 08.2023

CUSTOMER SERVICE REPERESENTATIVE

01.2001 - 09.2003

Psychology major -

UNIVERSITY OF ALBERTA

Psychology Major - Psychology

RED DEER COLLEGE

High School Diploma -

SPIRIT RIVER SECONDARY SCHOOL

Similar Profiles

CREATE PROFILE
Alana Hemmingway