Taking the commanding lead on managing action plans, internal status updates, and customer communication during critical incidents and escalations. This is a high visibility position that requires frequent interaction with senior management, Sales, Service Engineering, telco operations, external partners and customers.Partner cross-functionally with support and sales to resolve technical escalations and drive positive customer satisfaction.Work to mitigate the impact of service failures and improve quality Processes for our carrier partner customers.Monitor the Partner support line and cases. Provide feedback to improve processes and drive efficiency.Ensure customer satisfaction: addressing technical demands and acting as a partner liaison to better support customers acquired through the Channel and Service ProvidersFunctional manager for all service management processes, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes.

Acts as the single point of contact and provides highly skilled customer care support for multiple customer accounts which typically have a small to medium revenue scope or have less complex to moderate product needs. Proactively manages the customer’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met. Coordinates the research and resolution in regards to exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities. Such interaction is initiated by customers through phone, email and/or portal communications. Takes ownership of the request to ensure complete and accurate resolution.Owns and manages all customer communications or escalations pertaining to new install orders. Provides order status and drives timely resolution on behalf of the customer. Actively manages all service activation elements of customer orders from order entry through service “turn up.” Communicates order status to customers via conference call, emails and phone calls. Addresses customer requests, complaints and issues regarding their service order and delivery in a timely manner.Assists with escalations pertaining to a new customer install or disconnect, providing customer order status and/or related issues and drives timely resolution on behalf of the customer.Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customer’s services based on their requests. Which include but is not limited to reason code collection, reporting and defining approach for proactively working with the customer and sales on disconnect related retention efforts. May also be provided with a level of authority to provide customer credits related to disconnect retention efforts to be used at their discretion.

CTS (Complex Translation Specialist)Perform software input for verification of existing customer assignments and features, Test and/or analyze subscriber and equipment trouble reports. Analyze switch output messages during implementation of translation updates to determine if hardware or software troubles require correction and take corrective action, if necessary. Coordinate tests, acceptance and turn up of all new trunks.

Work Remedy/Clarify Trouble Tickets for 5E, DMS, SONUS tickets dealing with Translations on Trunks and Lines, Features, Orig /Term/ Routing, LRN, and Porting. Also work issue's dealing with transport issue's like DACS, Channel Banks, and Adtrans in resolving issue's, and open tickets with LECS from UBL's to T-1's. Test head to head with vendors, LECS, Dispatchers, and POP's to restore broken Network and Customer circuits.

Work Remedy/Clarify Trouble Tickets for 5E, DMS, SONUS tickets dealing with Translations on Trunks and Lines, Features, Orig /Term/ Routing, LRN, and Porting. Also work issue's dealing with transport issue's like DACS, Channel Banks, and Adtrans in resolving issue's, and open tickets with LECS from UBL's to T-1's. Test head to head with vendors, LECS, Dispatchers, and POP's to restore broken Network and Customer circuits.

Ameritech Provisioning TeamResponsible for entering Port-Over orders for new Allegiance Telecom customers. Required to reach a daily quota of 50 lines or 10 orders. Other orders include Directory listings for these new Allegiance Telecom customers. Also worked closely with the Allegiance Sales Team to ensure that FOC (Firm Order Confirmation) was available for the date requested. Worked with the SPOCs to fix any cut issues or emergency pair changes.