Michael Kessler Email & Phone Number

Herndon, Virginia, United States

Responsible for managing the end to end process for installation of telecommunications services for business clients inside of the Cox Business footprint.

Herndon, Va

Provisioned routers, voice orders, and other necessary equipment as neededAssisted field technicians with back-of-house provisioning and troubleshootingEnsured node readiness for transfer between locationsTrained and supported new hires on Order Management (OM) processes and proceduresAided sales team with operational insights, and training/coaching on systemsCreated detailed organization-wide Standard Operating Procedures (SOPs) as well as internal team SOPsExecuted rigorous quality control assessments on sales orders and all business productsGained expertise with additional systems such as SOA, CABS, and GraniteProvided sales support and fulfillment for simple orders using TOMS, Optix Prime, and ICOMSDelivered solutions to complex orders, including, but not limited to, assisting the sales team, keying entries, scheduling orders, and ensuring completionCoordinated with the sales team as well as clients to get services installed and assist technicians with day of provisioning

Herndon, Va

Increased familiarity with systems such as EdgeHealth, Vision, MyAdmin, and SOAKProvided sales support and fulfillment for simple orders using TOMS and ICOMSResolved complex orders, ensuring coordination with the sales team, proper scheduling, and completionCoordinated with the sales team, clientele, and technicians to get services installed as well as transitioned

Richmond, Va

Gathered, analyzed, and synthesized data into client-ready deliverablesMaintained flexibility in working on government contracts at both state and local levelsPresented targeted social media research using digital ethnographyImplemented anthropological methods such as observational ethnography to filter extraneous data masses of information to accurately assess audiences' behaviorApplied Feedback LLC's HumanFilter research methodology