Greg Nelson Email & Phone Number

Conroe, Texas, United States

Processed customer orders to include exporting DS1/DS3 Access Service Requests (ASR) to Regional Bell Operating Company and/or Independent Carrier. Processed Firm Order Confirmations (FOCs) to ensure FOC information uploaded to GraniteWorks/XNG.Manually updated GraniteWorks/XNG as needed to ensure order processed for downstream teams.Processed supplemental.

Managed all aspects of training from development to delivery for Network Services Organization; developed, managed, monitored and maintained all areas of content for internal customers.Conducted formal, informal, and on-the-job-training; coordinated / managed vendor training and fostered active training participation.Conducted / attended conference calls.

Answered and handled routine calls from Residential and Small Business customers and internal representatives regarding Lucent/Octel platforms, products and services.Performed troubleshooting and resolution; escalated priority tickets to Operations, Technical Support team and Business and Repair offices as needed.Assisted customers on calls relating to.

Directed day-to-day operations of a team with 10 to 15 agents; assisted with and handle escalated issues from the team as well as provide all necessary information and tools for the team to complete their jobs.Ensured team players follow company guidelines, policies and procedures; monitored schedule adherence of team.Monitored, coached and developed team.