Introducing Consumer Information Solutions (CIS): Empowering SMB CommunicationCIS leads in internet telephone services for SMBs nationwide. As a top SaaS and MSP provider, we streamline communication management. Our unified solutions integrate voice, video, and messaging, fostering productivity. With scalable cloud hosting, mobile accessibility, and cost-effective plans, CIS ensures seamless operations. Advanced analytics, CRM integrations, and free VoIP readiness assessments drive efficiency. We offer free on-site installations, free call recording, and free video conferencing for optimal service. Choose CIS for unparalleled support and innovative technology, enabling SMBs to thrive.

As part of a group of highly experienced Global Contact Center Advisors, we assist companies in sourcing and procuring disruptive Contact Center Technologies to give them a competitive edge in business operations and customer engagement.

Responsible for overseeing the delivery of Voice Services for a municipal client of 10k employees and serving as the primary management point of contact for clients, vendors, and city stakeholders. Provide leadership in Voice/VoIP/UCaaS operations support in a 24/7 operating environment including process and service quality improvements. Management of all events, incidents, and requests/change management using the ITSM process. Work closely with internal stakeholders and customers to ensure proper alignment to business objectives.

As part of the Service Delivery team, as the Service Delivery Manager, my purpose was to oversee the workstreams and professional development of team members. Using my passion for customer service and focusing on building a service-driven culture with a goal of increasing customer satisfaction. My additional responsibilities were as follows:• Supervise day-to-day operations of the Service Delivery Team• Implement and update business processes that lend to providing an amazing experience to our partners and customers • Set/assign priorities for the Service Coordinators and LNP provisioners • Interview and hire prospective candidates • Ensure process compliance and service delivery timelines are achieved • Personnel Development (sets objectives, document appraisals, monitor performance) • Design future processes, define system requirements, and handoffs for functional areas within the Service Delivery division • Establish measurement criteria for processes so that we can continuously improve, by assessing weak points, measuring progress and adjust to the changing needs of the business • Escalation point for the Service Delivery Team

As a Telecom Technical Analyst, I was primarily responsible to be the subject matter expert and in charge of troubleshooting intermediate to advanced VoIP related trouble tickets related to a SaaS environment. In addition, I also planned, managed, and executed phone integration projects that helped deliver the ultimate customer experience to ServiceTitan's customers. Some of my other key responsibilities were the following:• Act as a single point of contact between support and telecom teams during any telecom related escalations• Scheduled and conducted detailed phone integration discovery calls with clients to determine any changes or requirements needed to have all qualified phone numbers integrated seamlessly and without any interruptions into ServiceTitan’s API• Coordinate and/or implement clients entire port over the process• Follow up with customers via email, text messages or phone call• Submit port requests to carriers as needed• Track and follow up on all submitted port request with carriers• Provide on-going updates to customers throughout the porting process• Process, keep track, and update all phone integrations related Salesforce tickets as needed in a timely way• Work with members of multiple teams (including but not limited to support, customer success, advocacy, onboarding, and product)• Manage day-to-day operational aspects of all ongoing projects• Troubleshoot VoIP call routing issues and analyses SIP and FTP using packet tracers like WireShark

Insure Letter of Agency documents (LOA's) filled out accurately to port in local numbersProvide answers regarding portability of Toll Free Numbers, Vanity Numbers and Local NumbersAssist in gathering local number RC information and providing orders to port in new local numbersUse of CallSource technology such as Call Track system to insure that TFN/LN and VN have been provisioned correctlyTesting Toll Free and Local Numbers to insure routingUsing SalesForce.com and SugarCRM Overseeing the port in process of all local number ordersInsuring all local number port outs are removed from the provisioning poolsInitiating and overseeing large port in projects that deal with local numbers up to 25K numbers at a timeWorking closely with all levels of management as well as NOC, Dev Support, Customer Care, Vanity PartnersWork with carriers such as Level 3 Communications, Accessline Communications, Global Crossing, XO Communications, X5 Communications and all other current and future RespOrgs and LECs/CLECsNegotiations for Toll Free and Local NumbersWorking closely with CallSource Billing departmentAdministrative duties as RespOrg operator NASCing Toll Free Numbers via use of SMS-10 Forms and SMS Help DeskChecking Routing Templates for Toll Free NumbersCreating new Templates, Complex Routing Templates, and Least Cost Routing Templates via use of SMS/800Experience with the SMS/800 and the WRS as well as pulling FTP reportsUse of 8MS for admin use of Toll Free NumbersProvisioning new Toll Free Numbers on carrier networksUsing NANPA and understanding of NPA/NXX and LATA informationTraining customers as well as CallSource employees on the proper procedures expected by the Carrier Relations DepartmentR&D on new and existing technology Meeting with vendors, telecommunication providers, service providers and partnersUsing critical thinking strategies as thinking outside the box, star bursting and brainstorming

Answering incoming calls and emailsProviding answers to questions regarding products and servicesDescribing CallSoruce features such as Voice, VoIP, Call Review, Customer Voicemail, Consumer Greetings, Whisper Greeting and CallMeNow.Assisting customers with managing their accountsAssisting customers with Toll Free and Local NumbersSetting up GeoRouting - Nearest and DefinedAssigning Vanity Numbers-Nationwide and GeoRoutedSetting up Time of Day Routing and Overflow RoutingAssisting in getting Call Center setupCreating ad sources, usernames and automated reporting notificationsTraining customers on how to use CallSource productsWorking closely with all verticals at CallSource such as Automotive, Multi Family and New Orders DepartmentsExperience in Cancellations and Accounting/BillingExperience in using SalesForce.com