Cicily Maddox Email & Phone Number

Norcross, Ga

• Develop a comprehensive understanding of the cloud and connectivity service providers we represent and their respective service offerings • Develop implementation plans and project manage (drive/track/report) the provisioning of services to ensure accurate and timely delivery of service • Enter orders into Advocate’s TEM system, where appropriate • Maintain inventory of each client’s circuits and devices, including full change history and transaction records • Communicate regularly with clients to notify them of the progress of the deployment and ensure they complete any activities that they need to perform • Assist with account audits to ensure contract and billing accuracy (as needed) • Set up and show clients how to use online tools/reports, if applicable • Lead monthly and quarterly service reviews that include a complete “read out” of the client account activity • Provide lifecycle account support to Insider Marketplace customers including but not limited to assessing requirements for customer quoting requests, order activity, bill review and trouble management.• Gather customer requirements by questioning and interpreting input from key client contacts• Analyze the procedures, products, and business practices of the client to align with Advocate’s policies and procedures and negotiate mutually acceptable solutions and alternatives when necessary – making recommendations on best practices• Develop, model and provide subject matter expertise on the automation of implementation and quoting processes across tools, interfaces and/or systems in place, or planned, by Advocate

Atlanta, Ga

· Proactively manage the delivery of service to customers by monitoring order progress, meeting critical dates, escalating and resolving jeopardy orders.· Manage the day to day order process to ensure completion within established intervals.· Validate LSRs for accuracy to determine if port requests will be honored, clarified or rejected based on company business rules and regulatory requirements.· Perform order entry validation, analysis and quality audits to ensure data integrity.· Communicate status of port requests to internal and external departments on a routine basis.· Escalate past due FOC dates.· Respond to escalations within regulatory guidelines and company business rules.· Provision LNP port requests (LSRs) from carriers.· Process Directory Listing requests to ensure accuracy of business listings, phone numbers and addresses.· Create and submit toll free records to carriers for new and existing customers.· Review toll free requests from carriers and verify Resporg data to determine validity of the port request.· Submit completed orders to the national SMS/800 Database.· Perform data validation and entry as required for executing SMS/800 customer records.· Participate in defining business processes and requirements for current and future requirements within the group.· Develop relationships with LECs and other provider personnel to streamline order processing.· Participate in special projects as required to meet business objectives.· Work with IT, Product, Marketing and Regulatory to implement OSS improvements, drive business industry updates and ensure the department is operating within regulatory guidelines.

Alpharetta, Ga

 Work closely with public sector accounts on a daily basis to ensure a premier telecommunications experience. Directly in charge of maintaining and auditing client internet modules for telecommunication services from a multi-carrier level. Build and maintain strong relationships with program managers, client executives, and public sector representatives. Host monthly business reviews to provide reports to the executive team. Oversee that proper funding documentation is captured to ensure all telecommunication service charges are allocated properly. Provide training to all customer support team members to ensure proper procedures are followed throughout the telecom lifecycle process. Responsible for organizing and building out customized web modules for public sector accounts to provide an easy one stop location to view all assets and utilize the ordering optimization tool.

Alpharetta, Ga

• Staged new orders when they were received and assigned them to the dedicated order support team member.• Worked with Sprint’s Fulfilment Desktop system for ordering and obtaining information, Phone systems, Sonar, Asset Tracker, Order Log Running, Account Look up, CRM ticketing system, and SalesForce.com. • Worked one-on-one directly with Sprint sales reps to ensure orders are processed according to their specifications. • Ensured all of the proper funding requirements are on file prior to processing orders.

Supervised other toll free provisioners; managed toll free database which included reservingtoll free #s for our company's inventory and for our customers' inventory, maintain inventory levels, rantoll free reports daily; routing toll free including complex and LCR routing; disconnecting toll free andreturning to spare; managed LOAs for gaining and releasing inventory; certified in the National SMS800 Database.

Greater Atlanta Area

 Supervised and trained Provisioning Specialists. Ordered all SS7 A Links, translations, and point codes. Ordered DSL, POTS LINEs, T1, DS3, OC rings, Ethernet and VoIP Circuits, DIDs; LNPs. Network groomed and disconnect/reconfigured circuits. Prepared LOA/CFAs, LSRs for customer facilities. Monitored and maintained network facilities via spreadsheets and Access databases. Responsible for the end to end provisioning of voice and data networks. Managed assigned customer accounts and worked as liaison between internal and external departments for my customers. Coordinated and tracked circuit delivery with technicians, engineers, other team members and vendors. Coordinated circuit and DID migrations and consolidations for our entire network and maintain the internal DID inventory database.

Education record

Education record