Frank Killgore Email & Phone Number

Wyomissing, Pa

Manages the customer relationship and acts as the main point of contact for the customer throughout the service delivery process. The position requires a high degree of interpersonal and organizational skills, effectively managing customer as well as internal business unit expectations. • Ensures project/orders are delivered on time, striving to exceed customer expectations.• Effectively communicates dependencies and project status to customer and executives.• Builds strong relationships with downstream partners ensuring cohesive cross functional collaboration.

Birdsboro. Pa

Recommend and implement solutions to meet customer needs. Create and upload orders. Handle billing questions and discrepancies. Troubleshoot customer accounts including video, internet and phone hardware.

VERIZON BUSINESSOrder Management - Review and Legalize Sales packages to ensure ISO 9000 and contractual compliance while ensuring outstanding customer service and exceeding department targets. • State of MA project worth over 45M in products and services over 5 years with over 200 sites and more than 25K devices, responsible for creation and activation of customer maintenance contracts. This was very hands-on due to the scope and multiple organizations involved with the project. • Reviewed that the customer order includes all documents to meet legal, margin and approval requirements for both domestic and international orders.• Proactively engage Sales to remedy any open issues.• Ensure downstream organizations are aware of any special processing requirements.• Interface with IT to provide documentation to debug system issues.• Team Lead for State of Texas tax audit ensuring the correct exemption certifications were in place for legal / regulatory compliance.

Customer Maintenance Activation – Capture of all data for the implementation of a customer’s maintenance contract to allow for verification of entitlement when service is required.• Collaborated with Purchasing to create a new process to provide order requirements at a glance. This reduced the time to create and place Purchase Orders for both Purchasing and the Activation group improving efficiency and reducing rejections by simplifying the process. • Expertise in Data Maintenance Hardware including: Cisco, Avaya ( formerly Nortel Networks ), Alltel, Tandberg, Polycom / Avaya, VTEL and Lucent along with Verizon branded maintenance service.• Trained team members in the use of Cisco web based quoting tool to allow for moves / adds / changes to device coverage.

VERIZON BUSINESS Purchasing Buyer (8/06-10/07)– In an Order Fulfillment capacity, sourced all components of Sales Packages to meet job lead time and cost requirements while ensuring Just In Time ( JIT ) delivery. The product mix included data / video / voice components along with fiber and wiring.• Supporting the State of NJ sourced all requirements Access NJ Video project.• Trained employees on the Cisco CSCC ( Cisco Systems Contract Center ) tool supporting maintenance ordering and contract management.

Call Center 1st Point of Contact for customer issues to resolve performance and alarm conditions. Remote monitoring and debug of customer’s network. Circuit testing• CCNA – Cisco Certified Network Associate• CCDA – Cisco Certified Design Associate

Centralized Project Management team that coordinated the delivery and implementation of Verizon Managed Services opportunities that included CPE, Labor and Management. Responsibilities includes:• Scheduling the ordering of the materials for Just In Time ( JIT ) delivery.• Reviewing the Customer Statement of Work for special requirements.• Scheduling of the installation labor• Promoted the customer equipment to the management platform.• Gained customer acceptance of the project• Initiated Final Billing

In an Order Fulfillment capacity, sourced all components of Sales Packages to meet job lead time and cost requirements while ensuring Just In Time ( JIT ) delivery. The product mix included data / video / voice components along with fiber and wiring.• Led department in cost savings by negotiating a better cost from the vendor over the system generated cost improving the margins.• Negotiated additional savings from vendors by eliminating freight costs. A 2% savings going directly to the bottom line.• Single point of contact for the Republican National Convention installation in Philadelphia. This was a time sensitive deployment of fiber and Nortel hardware requiring interfacing with multiple departments and organizations.• Experienced with Cisco Systems online ordering and quoting tools for hardware and maintenance.

Ran production floor for a printed circuit board manufacturer. Overseeing all phases of the build and testing.Managed a group 20 people including technicians, assemblers and machine operators.

Debug and testing of computers for the stock market.

Debug and testing of custom build sterilizers for medical and industrial applications. PC based controller running 3 phase motor controls. Experienced with ladder logic.

Aas, Electronics

Education record

Education record

Education record