Anna Rincon Email & Phone Number

Round Hill, Va, Us

Round Hill, Va, Us

Herndon, Virginia, United States

Alpharetta, Ga

Accountable for the post-sales client relationship. Managed internal and external resources to ensure on-time delivery of services. Governed reporting and financial management relative to contractual commitments and Service Level Agreements. • Served as a client advocate between Customer and internal Verizon organizations to provide resolution of issues. Achieved remarkable improvement of client satisfaction as reflected in consistent Medallia Survey scores of 9s and 10s across assigned customer base. • Improved overall completion of backlog issues by establishing regular communication with customer contacts to understand and manage performance and service expectations. Maintained service-focused Open Action Item logs and Continual Service Improvement register which significantly reduced redundant request and escalations. • Employed working knowledge of the clients’ operations and developed solutions to everyday problems resulting in better and more efficient communications and improved client partnerships. • Monitored defined KPIs (Key Performance Indicators) and successfully implemented action plans when metrics fell below agreed KPIs. These improvements helped assure contract renewals, • Provided reporting of monthly performance in delivery, assurance, and billing. Developed, executed and maintained Global Service plans as needed, led monthly and quarterly governance reporting to client executives to include organizational and corporate news initiatives and operational results for Verizon.• Maintained a thorough understanding of Verizon Products & Solutions to identify opportunities within the base to defend existing revenue and drive new revenue growth.

Alpharetta, Ga

Provided lifecycle project and daily resource management for large enterprise accounts. Oversaw the delivery of services from Sales transition to Day-2 Operations.• Leveraged expertise in resource/project management to offer suggestions to improve service delivery performance and utilized product knowledge to ensure customer needs were met. • Engaged with Sales to alert to both potential revenue-enhancing sales opportunities and components that may put revenue at risk.• Tracked and ensured timely implementation of High Bandwidth orders which had high visibility to client’s executive stakeholders.

Alpharetta, Ga

Large Project Implementation Manager (January 2002 – January 2012)Implemented large projects for Corporate and Enterprise accounts. Managed multiple installation projects through the order lifecycle to successfully meet aggressive client deadlines. • Reviewed order requests to proactively resolve issues that could lead to installation failure leading to 98% on time project completion.• Updated sales team and customer of all activities and milestones related to project installations or upgrades. • Recognized for providing excellent customer service and selected to participate in high-visibility projects in 2008 through 2010 such as Petsmart, Chicos, and Food Lion.

Los Angeles, Ca

Promoted to provide leadership and direction in reviewing and submitting data and voice circuit orders for Global Account customers, specifically assigned to PacifiCare and First American Title. Worked with customers and account team to provide customers with solutions to strengthen and maintain a healthy network.Selected Contributions:• Managed and escalated customer trouble tickets to minimize downtime of customer’s service.• Presented monthly trouble management and trunk group reports to customer executives during governance review.

Richardson, Tx

Provisioning Engineer (September 1997 – January 1999) Processed customer hardwire and private line installation, disconnect and change orders. • Selected to manage provisioning high-profile customer orders such as Wells Fargo and complex high bandwidth circuits.• Assisted in training new hires on MCI systems and telecommunications fundamentals.

Bachelor'S Degree, Business Administration And Management, General

Journalism

Activities and Societies: Editor-in-Chief of L.A. Valley College Newspaper