Debbie Hackney Email & Phone Number

The Client Support Specialist under the direction of the Account Manager, assists the sales teams in providing overall account support and management, with a focus area in post sales implementation and project coordination of telco regulated services. I have overall responsibility for the successful completion of all aspects of large-scale and small-scale projects, serving as team lead and ensuring proper implementation of every facet of order activity, including installation and billing, guaranteeing overall customer and account team satisfaction. Installations include everything from ISDN products to ATM/FRAME RELAY to large scale Sonet ring installations. I have an excellent working relationship with the account team, project managers and customer advocates that together work to make all projects a success.

• Supervised teams of up to 15 representatives responsible for resolving customer billing inquiries and escalations, as well as insuring customer satisfaction via telephone contact to close pending issues.• Possessed a clear understanding of process improvement to support representatives and offer scaling solutions to the business unit.• Prepared and analyzed reports to improve trending and identify process gaps.• Partners with sales team to develop and negotiate customer specific problem resolutions. • Department subject matter expert for MDA and CompleteLink contract billing.• Handles discussions with customers involving company matters such as contracts, policy, and regulatory compliance.

• Contract interpretation of Data and Centrex ICB contracts to determine service and billing components to implement the contract. • Provides written instruction and support to service order input personnel. • Ensures accurate customer billing pre and post contract implementation. • Support Sales Center with BCS Sales and Project Managers to resolve contract discrepancies and secure missing contract requirements. • Escalates unresolved issues as required. • Provides contract implementation status to account teams and Authorized Distributors