Chosen as first Senior Operations Manager for organization, directing the Customer Care, Order Entry, Porting, and Installations departments. Charged with streamlining processes to ensure scalability to support a rapidly increasing customer base. Authored SOPs for new products and services. Led hiring, training, and terminations as needed for 33-member team. Entrusted with $1 million operating budget. *Achieved a 20% price reduction, improved turnaround times, and delivered smoother processing by recruiting a new distribution partner for order fulfillment.*Handled high-end escalations through successful closure, resolving complex problem installation issues. *Piloted a best in class “support structure” website that detailed Bandwidth.com’s demarcation based on product or service purchased by customer.Website benefits:Set appropriate expectations for customers.Utilized as selling tool for sales force.Clarified trouble ticket responsibility.

Headed an 11-member Installation team including hiring, reviewing, and action planning. Administered $450,000 budget, closing out fiscal year 2006 and forecasting 2007. *Preserved key account by instituting a dedicated mini call center that satisfied client needs.*Revised installation procedures to ensure proper headcount and superior customer experience. *Assumed project management oversight for complicated installations. Earned high praise from customers for dedicated assistance; cooperated with internal team until positive resolution.*Fostered strong carrier relationships with Verizon, Sprint, AT&T, XO, Level 3 and Qwest.

Led multiple concurrent project and installation oversight for hosted IP Voice and data installations, working with carriers to manage updates and due dates for timely installs. Qualified customers, collected database, and provisioned solution on hosted platform. Solicited and closed sales totaling $1000 to $100,000 for voice and data solutions.*Challenged to salvage troubled reseller account and turnaround declining business. Led and motivated new team cultivating renewed relationship with exceptional support.*Boosted sales 25% and expanded customer base 15%.*Improved installation times and mean time repair (MTR) times on trouble tickets.*Rewarded for success with promotion to Operations Manager.*Exceeded or met continually expanding quota 14 months running as Account Executive.

Dedicated account manager on team that supported Verizon’s 8th largest customer, Wachovia Corporation. Tasked with growing existing annual revenues of $30 million by positioning strategic services with Wachovia’s IT initiatives. Upgraded Sonet locations in Philadelphia from IDSR to EDSR.*Captured $9 million renewal that was at risk for loss by penetrating account and consulting with all influencers on bid. Secured winning RFP for PBX maintenance at 320 sites.*Uncovered and obtained $3 million opportunity for national wiring and cabling services. Wachovia was unaware Verizon had this capability, identified need and presented RFP.*Raised total billed revenue by 7% for 2004. Recognized for in-depth product expertise.

Built territory by positioning Verizon (GTE) with state, local, and federal customers, offering network and equipment solutions. Strategically grew new and existing business in down cycle.*Produced $250,000 in sales annually closing a new technology solution for distance learning.*Received stellar 90+% satisfaction ratings versus target of 85% on customer service surveys.*Added 12 new accounts to existing client base delivering $500,000 in total revenues, offering IP enabling solutions for Nortel clients. Persuaded accounts to adapt to cutting-edge technology.*Implemented 50-site frame relay solution for Durham public schools that became “model site” for promoting Verizon’s services, facilitating company to dominate Durham marketplace.

Produced new and retained business for large commercial customers with up to $120,000 in billables.*Honored with two President Circle Gold awards for 136% and 147% of quota.*Awarded Outstanding Sales Achievement for selling most Nortel solutions over 50 peers.*Won $1.9 million for five-year contract convincing prospect to upgrade their PBX by educating contact on functionality and features of new solution.

Provided telecommunication solutions to complex business customers. Product line included voice, video, data equipment and network services.