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 order to RBOC as needed for new due date requests or cancels.Processed expedite orders as requested.Processed disconnects as requested.Ensure test and turn-up of circuits completed on time.Maintained daily tracker to ensure orders flowed to downstream teams.Attended conference calls as needed to ensure trouble orders continued to flow.

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; actively managed, drove and participated in process development/documentation, training development and delivery, content creation, and provided support as necessary.Provided day-to-day leadership and support, acting as first point of contact for internal customers for issues, questions, and requests for assistance with products, process and systems.Manage issues and assigned projects effectively; performed analysis, identified root cause of issues, provided and recommended solutions and ensured successful implementation.Ensured continuity, standards and compliance in Network Services with performing analysis as a critical business thinker for process, system, training new/ improvement areas.Measured and assessed the effectiveness and efficiency of systems and processes; identified means for improvements and efficient measures. Documented and communicated through applicable means; provided reporting, status and presentation to management as required; Acted with a sense of urgency.

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 message waiting indicator (MWI), extension mailboxes, hunt groups, operator escape, pager notification, aliases, transfer mailboxes and general instruction calls.Met and/or exceeded individual benchmarks in order to meet and/or exceed department contractual obligationsEntered, viewed, corrected and modified information in the Isis system to check status of orders due to error capability when downloading from the electronic parser.Maintained account profile records and transactions tracking in the Vantive ticket system; initiated and resolved contact forms when follow up is needed to resolve customer’s issue with the business and/or repair office.Achieved and/or exceeded department performance standards; recognized as Quarterly Team Star for 3 of 4 quarters 1999.Named the recipient of 2 Lucent GROWS awards; received 35 customer appreciation letters from November 1998 to October 1999.

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 to include on-going and refresher training; interacted daily with management for problem resolution and decision making.Analyzed and processed residential trouble tickets through resolution; conducted special projects and other duties as assigned by supervisors and management.Recognized as Employee of the Month in September, 1996 and for Customer Appreciation in October and November 1997; acknowledged for Perfect Attendance eight of nine months from July 1997 to April 1998.