Customer Order Specialist – Front-end and Back-end• Assigned large project and high-profile customer migrations for medical facilities, government agencies and large companies; managed internal hand-off process including dates, forms and client/manager communications• Managed high volume order requests working directly with customers to migrate telephone numbers from existing circuit to new circuit; confirmed the information and scheduled the move; averaged 4 daily/80 monthly• Accessed client database (Sales Suite) to verify and ensure hand-off form was complete and accurate prior to hand-off; conferred with customer to acquire missing information• Utilized Excel spreadsheet to determine the appropriate move type (automated, non-automated) to transfer customer telephone numbers with the least amount of down time• Worked directly with customer on each request to confirm the information and scheduled the move• Coordinated the move through multiple internal systems and different departments to ensure a successful outcome for the customer• Used a shared drive to set up folder for each customer with all handoff forms and logged information in Sales Suite and Microsoft Access• Assigned and tracked request to each properly trained Order Manager by order type using Microsoft Excel • Provided administrative and training support for 5 overseas personnel in the Philippines; generated productivity and backlog reports daily using Microsoft Excel and held weekly calls to discuss issues• Used Sales Suite and Microsoft Access to track and manage workload, plus utilized many internal AT&T Systems for scheduling, migration of numbers, and problem resolution• Cared for and resolved escalations and expedited calls as required

Customer Support Manager• Provided Tier 2 support for the ordering community which consisted of approximately 500 Voice Order Specialist in 4 different centers in the Unites States and Philippines• Trained and coached specialists; developed and implemented job aides to keep ordering community abreast of process and procedures; observed calls to ensure the highest level of quality and productivity• Performed User Acceptance Testing for system enhancements• Enforced revenue goals to ensure measurements were being met or exceeded by providing daily, weekly, and monthly reports in Microsoft Excel to identify areas of improvement

• Provided post-sale implementation, billing and project management for 4 National Accounts (Cargill, Target, Best Buy and Lowes) and multiple small accounts• Proactively monitored orders and projects, and maintained work in progress reports for customers using Microsoft Excel• Advocated for customer on ordering and provisioning escalations• Participated in trials and provided support for new telecommunications offerings • Joined in“User Acceptance System Testing” for system enhancements• Combined multiple functions within the order teams and worked to transition accounts to an industry partner• Worked closely with sales team and customer to ensure expectation was met or exceeded by attending monthly status meeting with the customer

Tier II Support Assistant• Provided data expertise for middle and commercial markets• Processed ordering and provisioning related escalations and resolutions• Provided single point of contact between Process Engineers, Contract Administration, Project Management and Customer Care employees• Proactively resolved billing and provisioning issues on data services for Customer Sales Associates• Created and implemented job aids to facilitate efficient and accurate data ordering and billing• Trained data refresher classes, onsite and remotely, to our outsourced partners at West and Startek• Participated on “Work Place of the Future Data Task Force” and Recognition Committee to review peer/manager customer service submissions and recognize honored employees on a quarterly basis

• Processed provisioning requests for inbound/outbound services for “Service Provider Markets”; answered 50-100 calls daily• Served as an engaged member of“Service Provider Quality Team” which planned and implemented an information seminar for customers

• Maintained assigned area to store standards by setting up and monitoring accurate signage and correct merchandise placement• Reduced store theft by observing customers, identifying security risks• Increased store sales by cross-selling complementary items; calculated pricing, scanned tags, applied discounts, collected payment and provided receipts to process transactions• Participated on “Work Place of the Future Data Task Force” and Recognition Committee to review peer/manager customer service submissions and recognize honored employees on a quarterly basis• Performed inventory control and ordering; coordinated work schedules and oversaw payroll for 20 associates