As an senior Global Carrier Management Analyst in the West Unified Communications segment it was my duty to attend customer facing meetings with APAC, EMEA & US clients and internal project management teams to understand requirements to procure and onboard new PSTN numbers at competitive rates from a wide range of global carriers we had built relationships with – Optus, Singtel, Flowroute, Voxbone(Bandwidth), Verizon, Century Link, Colt, Gamma, BT, plus others and ensure the numbers procured are set up with correct routing using the carrier portals and our own secure internal platforms. Also pairing numbers with MSTeams/Cisco/Direct Routing/Voice Maxxx to allow client calls/conferencing to thrive. Other duties included the precise management of number porting which entailed moving client numbers/number ranges away from their existing carriers and integrating onto our own business’s carrier circuits and platform setup. This meant working with a wide range of legal documents such as LOAs (Letter of Authority), Customer Invoices, Company Registrations. I also provided technical assistance in fault reporting on outages and incidents relating to VoIP and Unified Communication customers across a wide portfolio of products.

As an senior Global Carrier Management Analyst in the West Unified Communications segment it was my duty to attend customer facing meetings with APAC, EMEA & US clients and internal project management teams to understand requirements to procure and onboard new PSTN numbers at competitive rates from a wide range of global carriers we had built relationships with – Optus, Singtel, Flowroute, Voxbone(Bandwidth), Verizon, Century Link, Colt, Gamma, BT, plus others and ensure the numbers procured are set up with correct routing using the carrier portals and our own secure internal platforms. Also pairing numbers with MSTeams/Cisco/Direct Routing/Voice Maxxx to allow client calls/conferencing to thrive. Other duties included the precise management of number porting which entailed moving client numbers/number ranges away from their existing carriers and integrating onto our own business’s carrier circuits and platform setup. This meant working with a wide range of legal documents such as LOAs (Letter of Authority), Customer Invoices, Company Registrations. I also provided technical assistance in fault reporting on outages and incidents relating to VoIP and Unified Communication customers across a wide portfolio of products.

I started my West career in Customer Reservations and quickly moved into Number Management Team to learn and gain new skills. On Reservations it was my job to book in conference calls for clients and this gave a great understanding of the customer base and products they used that we had to offer. Once in Number Management and using what we’d now call legacy conferencing platforms it was my job to obtain customer numbers from our controlled stock and program into internal databases for customers to able to successfully conference. Task included communicating with other Operational departments and the Sales division at all levels. Disaster Recovery planning - Testing & updating on a regular basis.Delved into Project Management and passed lean six sigma yellow belt qualification during my time in the role, because of this experience I was trusted to manage a variety of different number migration projects. This included the transition of thousands of live customer numbers from various conferencing platforms to others to suit customer and our business needs accurately so service levels were achieved. Conference branding which entailed the recording of greetings/customer script messages in various languages outsourcing to professional companies or using our own internal language speakers. Once recorded downloading Wavs and uploading to platforms for customers to hear on arrival to their conferences. Also, my first taste of fault reporting was where I’d work directly with quality department on assessing and investigating with a view to solving any customer issues on numbers we’d procured.