Bill Fenner Email and Phone Number

Mobility Core Non Blended. Directs and manages a team of Customer or Business Service Representatives who are responsible for handling customer service requests includes new or additional services, answering customer billing and service inquiries, provisioning and maintenance, complaints, sales, adjustments, service order issuance inquiries and validation of service order accuracy. Key Roles and Responsibilities: Manage several areas of customer service including but not imited to; retention, fraud, billing, credit, collections, activations, troubleshooting, equipment provisioning, revenue management, technical support, data support, and roaming to ensure proper productivity and quality are met. Plans, directs, supervises, and evaluates work flow; provides direction to employees according to established policies and management guidance. Responsible for the day to day application of organizational policies and procedures; administers company policies that directly affect subordinate employees, including conduct, performance and attendance management and disciplinary practices.Responsible for training, evaluating and managing performance evaluations of direct reports. Influences decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.

• Currently Support The Boeing Corporation.• Support, coach and develop 172 Telecom Managers to ensure performance expectations are met on their specific Global Accounts.• Facilitate weekly & bi-weekly Account Meetings. Resolve all account issues and guide TCM’s to meet and exceed their professional goals.• Measure and report to internal account team (Global Account Manager, Global Account Executive Manager, Global Team Leader) Service Level Agreements and Targeted Response Times.• Partner with Telecom Managers & Internal Account Team to ensure business targets such as service level, quality and performance are achieved in a timely fashion.• Manage Global Account inquiries, complaints, and billing investigations with the highest degree of courtesy, professionalism and timely resolution.• Administer projects and assignments to related groups (e-team, etc…) to ensure strategic imperatives and business goals are met.• Identify and implement creative solutions in a time sensitive and critical environment.• Lead Global customer weekly & bi-weekly calls to educate, provide support and build ongoing relationships to ensure customer longevity.• Supported Global Accounts: CH2M Hill, Visa International, Corporate Express, The Boeing Company – (Boeing Team for the last 3 years)• Develop, modify and execute company policies and procedures that affect immediate operations and enforce nationally standardized practices within our account team.

• Supervised the overall daily operation of a store including hiring, discipline, and scheduling of employees to ensure cost effective and quality Store Operations. • Meet assigned sales performance and profitability criteria. • Ensured internal/external customer satisfaction. • Maintained inventories at adequate levels, promoted sales, and maintained the appearance of the store. • Completed accounting and paperwork associated with cash receipts and prices and conducts physical inventories. Coached and Supervised 6 Retail Sales Representatives