Glory Rivera Email & Phone Number

Holmdel, New Jersey, Us

Little Rock, Ar, Us

Focus on business development, by selling Windstream’s full suite of strategic products and services to increase wallet share, increase customer satisfaction, reduce churn, and increase customer base utilization of strategic next-gen services. Initiate proactive account management and work closely with C-level executives to help them implement solutions that directly impact their business’ bottom lines.

Little Rock, Ar, Us

As part of the Windstream Partner Channel Client Development team, my role is to support our Master Agents and Sub Partners to retain and grow the business nationally. Assigned to over $2 million in accounts to provide technology sales support to our clients, working in cadence with partners or directly with customers. Primary objectives are strategic conversions of old legacy services to OfficeSuite, SD-WAN, DYIP, MPLS, Fixed Wireless, and Fiber Solutions.

Responsible for developing and refining system requirements to match the business’s future objectives for a $76 Billion Organization’s Managed Enterprise Services Division. Provide consulting to business partners by communicating risks, alternatives, changes, and proposed next steps. Project Managing the design implementation and procedures for improvement of business operations. Worked as a liaison between the front-line business, IT and multiple vendors architecting and implementing over 875 business requirements. Act as subject matter expert for colleagues and business partners in implementing changing databases for end-to-end operations throughout the customer lifecycle, to improve Time to Market, scalability, efficiency, and customer experience.

Little Rock, Ar, Us

Generated additional business opportunities through the growth and retention of an assigned base of customers billing between $5,000 - $50,000 per month. Initiate proactive account management by contacting Windstream customers via voice calls, email and in person to uncover issues and opportunities and educate customers on our full product portfolio. Provide customer service by responding to customer inquiries, trouble ticket resolution and escalations, and processing MACDs (move, add, change orders) with possible vendor coordination. Negotiates expired or soon to be expired contracts with customers. Follows new service installations, service moves, adds and changes and renewal processing to ensure accuracy of invoicing.

Coordinated and organized internal meetings with SMEs of back office departments to complete quality assessment of software products and processes prior to production release; by also coordinating and executing test activities defined in the Software Development Lifecycle. Logged and documented team standards on use of test tools for defect tracking and test documentation management.

Responsible for leading the team of Order Processors, reporting the statistics of order volume and completion, communicate with internal customers, train and coach new team members on all aspects of OP. Responsible for special projects including Errored CDRs (unbillables). Contribute to performance appraisals, hiring process, assisted in the decision making of new hires, monitored trouble tickets and billing credits, escalations and expedites.

Supervised and maintained toll free numbers in the SMS National Database and GUI interface, loaded SPIDs in the SCP for specific features and routings, assisted System Engineers with cut overs for the turn up of the toll free numbers. Loaded and maintained telephone numbers in the Long Distance switch interface known as ConnectVu/Navis, created and maintained SPIDs in the SCP for specific features, worked on special tasks and projects, performed user support, user administration, and researched database and service affecting troubles.Researched database and service affecting troubles, 24 hr. availability on call responsibilities for out of service customer or outages.

Worked with sales agents and clients on all PAETEC services, maintained customer accounts, processed minor service requests in the multiple databases, answered calls in in-bound call center, front line in trouble shooting billing and service calls.