Adele Stevens Email & Phone Number

Worked closely supporting the Strategic Account Teams top 10 clients reaching across EMEA. Responsibilities included providing client reporting documents, traffic stats, delivery reports, latency status and error codes received, monthly Service Reviews were provided face to face with an Account Team and clients, proactive monitoring of faults. Integration with the billing, support and development departments to meet client’s expectations. Proactive monitoring of clients promotions to ensure the… Show more Worked closely supporting the Strategic Account Teams top 10 clients reaching across EMEA. Responsibilities included providing client reporting documents, traffic stats, delivery reports, latency status and error codes received, monthly Service Reviews were provided face to face with an Account Team and clients, proactive monitoring of faults. Integration with the billing, support and development departments to meet client’s expectations. Proactive monitoring of clients promotions to ensure the smooth delivery of messages. Holding meetings with support engineers to review client’s tickets raised currently open and resolved, to spot trends or a more proactive manner of resolution.Also in my role I dealt directly with the Aggregators/Operators (O2-Vodafone-Orange-T Mobile) across EMEA on a one to one relationship, holding weekly conference calls to discuss open actions and ways to get more focus on recent issues or to resolve any internal or specific client critical faults. Show less

Handling of 120 MNC Customers, currently 45 active and developing accounts - Spanning EMEA, Asia Pac and US Totally approx 20 million in revenue per annum. Supporting the delivery and management of system-related services and SLA reporting, Responsible for the production of weekly and monthly change management reports.Assist with the quality of service and service levels delivered by selected IT services, operational units or the appropriate 3rd party suppliers to understand the telephony… Show more Handling of 120 MNC Customers, currently 45 active and developing accounts - Spanning EMEA, Asia Pac and US Totally approx 20 million in revenue per annum. Supporting the delivery and management of system-related services and SLA reporting, Responsible for the production of weekly and monthly change management reports.Assist with the quality of service and service levels delivered by selected IT services, operational units or the appropriate 3rd party suppliers to understand the telephony solutions employed by the business in order to provide value added impact analysis and technical consultancy where required. Active ownership of the relationship with key providers. Accurate capture of solutions through the appropriate documentation. Ensuring major incidents and problems are resolved quickly and effectively even when they occur Out Of Hours. ITIL Foundation Level Show less

Diagnosis and isolation of customer faults on all of MCI’s products and services Updating customers on a regular basis and handling customer complaints Working Product knowledge of the SDH services provided by WorldCom (ATM, Frame Relay, MPLS, IP VPN, VOIP, IP, DMS and AXE switched voice products).Efficient transfer and allocation of faults to the correct technical teamLiaise with the customer and MCI’s engineers worldwide to ensure the prompt and speedy resolution of… Show more Diagnosis and isolation of customer faults on all of MCI’s products and services Updating customers on a regular basis and handling customer complaints Working Product knowledge of the SDH services provided by WorldCom (ATM, Frame Relay, MPLS, IP VPN, VOIP, IP, DMS and AXE switched voice products).Efficient transfer and allocation of faults to the correct technical teamLiaise with the customer and MCI’s engineers worldwide to ensure the prompt and speedy resolution of faults.Training of new employees.Courses include Lucent Introduction to Telecommunications and Data communications.TCP/IP training and working knowledge.Able to perform trace routes, ping tests. Brief overview of UNIX with a view to proactive study for a broader knowledge within IP.Data Entry and Account searching.Reason For Outage Documents for customer’s faults. (RCA’s)Account Terminations and Invoicing Show less