Danielle Douglas Email & Phone Number

Sacramento, Ca, Us

Sacramento, California Area

*Provide support for account teams through contract writing and project implementation for AT&T and Centurylink customers.*Assist Sales with project planning to align customer expectation with AT&T ordering processes.*Proficient in online ordering tools for AT&T and Centurylink Systems.*Process orders for all AT&T Services timely and accurately to ensure services are installed to customers’ expectations.*Resolve Billing Disputes i.e. Contractual, early billing, late disconnects and efficiency credits.

Sacramento, California Area

Provided excellent customer service for 96 customers in Premier Client group, medium to largecompanies.* Implemented all requests for high-end telecommunication services, reconciled billing disputesand outstanding accounts.* Project managed large projects for customer requesting new data networks, networkconversions or upgrades. Coordinating with multiple departments to ensuring timelyinstallation and service order accuracy to meet customers’ expectations.*Facilitated the relationship between customers and AT&T to maintain a high level ofcustomer satisfaction during the merging of the two companies SBC and AT&T.*Provided support to Sales teams i.e. contract management, research, inventory reports.*Coordinated internal initiatives to reconcile contract billing to improve billing accuracyresulting in a decrease in billing adjustments.

San Francisco Bay Area

Supported one of SBC’s largest customers in Global Markets, Wells Fargo Bank. *Providing excellent customer service that exceeded Wells Fargo Banks very high demands andexpectations. Worked very closely with the customer to determine their telecommunicationsneeds and provide the services to meet those needs while increasing revenue for SBC.* Implemented all orders for high-end telecommunication services, from initial request tovalidating the first bill. Maintained the 2nd largest complex Centrex system in California,approximately 17,000 lines.* Project managed all large projects i.e. companywide voicemail platform conversion, thebanks 100 new mortgage branch openings per year (on going project). Initiated necessarycontacts to resolve service order or installation issues resulting in increased departmentalrevenue.*As a member of a team of 8 SSM, provided peer mentoring and training. Provided support to6 service reps dedicated to Wells Fargo. Assisted sales by being involved in the planning stages ofcontract negotiations and the selling process.

San Francisco Bay Area

*National Accounts dedicated Service Representative for Wells Fargo bank, responsible for allbasic telecommunications, order negotiation, service order issuance and billing. Maintained a98% service order accuracy level to increase revenue per order.*Participated in multiple large-scale projects involving basic services requiring large numbersof service orders i.e. PG&E (6750 orders), Bloomberg (1,800 orders). In some casescoordination between multiple internal departments was required to ensure no interruption ofservice occurred during implementation.*Developed a Handbook aimed at assisting a new SSM with understanding the Method andProcedures of the Business Office. This Handbook promoted a more efficient communicationbetween SSM’s and SR’s*Supervised service Reps during managers absence, and provided administrative support andresolution of customer issues and escalations.