● Manage and coordinate installation activities of new service implementation focusing on customer experience.● Assist with project closure activities, coordinating all relevant departments’ activities to ensure smooth flow● Document project schedules, responsibilities, and progress● Escalate problems in accordance with SLA’s and program policies ● Research current client orders in ConnectWise, correlating orders with installation dates● Oversee task management in the provisioning system. (Metasolv)● Track & manage contemplated change notices and change orders in the database● Ensure clients’ needs are met in a timely and cost-effective manner● Keep stakeholders informed about project status and issues that may impact client relations● Implementing billing changes in subsequent billing system

• Created and lead professional development efforts for Customer Care Onboarding program resulting in meeting and exceeding customer service survey results• Develop and manage training content materials using various authoring tools; Camtasia, Adobe Captivate, Word and Power Point• Responsible for classroom management including addressing policy violations, student conflicts and 1:1 coaching • Interface and collaborated with internal departments in strategic planning meetings for process improvement initiatives and determining what courses to develop and implement• Ensure clients’ training needs are met in a timely and cost-effective manner• Communicate ideas for improving company processes with a positive and constructive attitude. • Project Managed Training in support of the opening of two offshore call centers by customizing training program, delivering training, and conducting Train the Trainer

2016 Windstream Hiawatha, IAEnterprise Customer Service Trainer II•Certified trainer, TrainerTalk course, finished in Maitland, FL 2017•Lead professional development efforts of the customer service staff.· Created and lead professional development efforts of the customer service staff through 4 week new hire training program resulting in satisfactory and exceeding customer service survey results.· Manage content materials and deliver onboarding training for all new call center representatives.· Develop and manage content materials for ongoing training support through Camtasia, Adobe Captivate and Power Point.· Responsible for classroom management duties including addressing policy violations, student conflicts and 1:1 coaching.· Interface directly with the internal departments and complete planning meetings for training classes to be developed and implemented.· Ensure clients’ training needs are met in a timely and cost-effective manner.· Communicate ideas for improving company processes with a positive and constructive attitude, and for developing this attitude in others.· Partnered on the opening of two off-shore customer service centers by enhancing the complete training program, delivering training, and conducting Train the Trainer.

Database management with first level carrier relations with ILEC companies coordinator.·Manage and coordinate installation activities of new service implementation.·Assist with project closure activities, coordinating all relevant departments’ activities to ensure smooth flow·Documentation skills for documenting project schedules, responsibilities and progress.·Escalate problems in accordance with SLA’s and program policies. ·Proficient in use of all Microsoft windows applications for XP and Windows 7 operating systems.

· Database management withFirst level carrier relations with ILEC companies coordinator.·Manage and coordinate installation activities of new service implementation.·Assist with project closure activities, coordinating all relevant departments’ activities to ensure smooth flow· Documentation skills for documenting project schedules, responsibilities and progress.· Escalate problems in accordance with SLA’s and program policies. · Research current client orders in remedy, correlating orders with installation dates.·Proficient in use of all Microsoft windows applications for XP and Windows 7 operating systems.

Generate regular reports on status of projects tasks, managing milestones and completed implementations in Excel, using formulas, pivot tables, etc.Create shipping requests via SAP for IT support staff.Expedite and create custom orders to ensure delivery is on schedule to support the business. Arrange pick-ups and delivery of IT equipment at Rockwell facilities across the United StatesProvide new hire training to technicians on how to order equipment on Rockwell on procurement system, e-Stock. Analyze stock levels by maintaining inventory with minimum and maximum counts to avoid stock shortages.Escalate problems in accordance with SLA's and program policies. Implement and organize spare/used parts stockroom and inventory to be used by the desk side IT team. Review customer support requests for accuracy and monitor quality of work performed by the team.Schedule meetings in Lotus NotesCreated, maintain and present MS Power Point documents used to train in-coming hiresResearch current client orders in remedy, correlating orders with HP ticket system. (OVSD) Dell certified technicianProficient in use of all Microsoft windows applications for XP and Windows 7 operating systems.