In order to properly write this paper I wanted to know exactly what a database management system was, so I did a little research. Chapple ( 2011), “A database management system (DBMS) is the software that allows a computer to perform database functions of storing, retrieving, adding, deleting and modifying data” ( Definition, Para. 1). This definition gave me a better idea of which DBMS I work with everyday and how the DBMS is used. I work for a company called Ryla, we are now under the umbrella as they say of Alorica. My job title is a Certified Verizon Wireless Customer Service Expert. I have had extensive training per Verizon Wireless standards to be able to effectively perform my job as a Customer Service Representative (CSR). In this paper I will discuss the database managements systems that we use daily to perform our jobs.
The first data management system that we use is called ACSS. This system holds all of our customer’s information. ACSS has all of the customer’s verification information, the account number and contract, all device information and upgrade status, billing and financial information, and the plan and features on the acct. While using ACSS I can perform any request that a customer has except for taking a payment over the phone. The reason I cannot take payments is not because the system is not capable, but because all of our calls are recorded and for the safety of customer personal information (CPI) we do not take payments. ACSS is also how we conference and transfer calls to the various departments. I can conference call the self serve automated payment system with the customer and walk them through the payment without having to fully transfer the call. Most do not like the automated system and it can be very frustrating. In ACSS I can see the customer’s payment history, how they normally make payments, detailed bills, any recent activity on the devices in real time, and issue credits. Our credit limit is two dollars and...
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