Brad Unger Email and Phone Number

Team lead for a group of Project Managers specializing in delivering SDWAN solutions to enterprise and small businesses. Projects utilize a Hybrid methodology that incorporates aspects of both Iterative and Adaptive project management strategies.

- Supervises multiple order entry teams in the telecom environment, providing internet and phone services to retail and wholesale customers.- Manages Wholesale order entry team of 10 representatives - Processes escalations from customers and wholesale partners. - Monitors attendance and productivity - Works with product and process teams to implement new solutions to improve customer experience.- Manages Fiber Plus order entry team of 8 representatives - Processes escalations from customers and account team representatives. - Monitors attendance and productivity - Generates new policies and procedures for keying orders involving the fiber plus product, taking into account system limitations and real world installation issues.

Technical Service Delivery Representative-12/2012-9/2014 – TPC -Processed and submitted orders to provisioning team -Monitored orders as they moved through various provisioning job steps -Acted as the main point of contact on each order, liaising between customer, account team and provisioning team. -Scheduled activation of orders and ensured that all orders completed on schedule to the customer’s satisfaction.-9/2014-Present – TPD -Processed and submitted orders to provisioning team. -Expanded knowledge base to include multiple ordering platforms. -Knowledgeable on multiple product types -Served as a mentor to several newly hired employees -Assigned as a beta tester for keying CCE Data Only and VDSL-2 Products -Assigned as a member of the IQ SIP team, one of only 5 TPDs assigned that role. -Assigned as a member of the IQ Plus team, one of only 5 TPDs assigned that role. -Multiple positive reviews from customers and management. -Managed several large dedicated accounts, including JPMorgan Chase/Chase Paymentech and Supervalu.

- Processed incoming cash deposits into banking system.- Processed and prepared incoming and outgoing cash shipments to and from the Federal Reserve, ensuring that all cash was accounted for and detecting any counterfeit bills.- Trained in compliance with all federal banking regulations, including on and off site security procedures, fraud prevention, and the applicable steps taken in the case of suspected financial crime.

- Qualified applicants for consumer loans by performing background checks, researching employment histories, and calculating borrowing limits based on yearly income.- Processed check cashing applications by determining validity of checks through FICA tax information and availability of funds in payee's account.- Maintained upkeep of store locations, including filing all customer information, processing compliance forms for submission to the IRS and submitting reports to relevant agencies in the case of suspicious financial activity by customers.

- Supervised a team of 15-20 customer service representatives. Responded to email and customer calls throughout the workday. Responsible for monitoring incoming calls and the handling of these calls; heavy focus on making sure agents maintained product knowledge, were extremely courteous as well as efficient in handling calls in the shortest period possible.- Coached agents on how to work efficiently yet professionally when interacting with customers; also helped agents develop organizational skills to improve workflow.- Managed team members on attendance, efficiency in handling calls, and counseled individuals accordingly.- Handled call escalations as needed by working through customer service issues. Looped back to the respective agents involved in the call to determine what could have been done to avoid the escalation.- Supervised a technical support team of 4-5 agents; role involved call monitoring, reviewing metrics (calls per agent, etc.), notifying customer service agents of outages across the country and the expected repair time for resolution of these outages; coordinated efforts of the team with local technicians to update their customers on areas with outages.- Prior to promotion, I worked as a sales representative responsible for opening new accounts and as a customer service representative, assisting customers with resolution of billing and technical issues.