Jacquelyn Smith Email & Phone Number

Greater Toronto Area, Canada

Toronto, Canada Area

▪ Effectively manage the workflow for all implementations, moves, adds and changes▪ Participate in Service Provisioning Management and Project Management meetings and reviews▪ Coordinate request requirements with appropriate groups to ensure work is completed and SLA’s are met▪ Update and coordinate work requirements using the GTAA ticketing tool▪ Accurately track all implementations, moves, adds and changes for monthly reporting▪ Prepare and provide monthly reporting to the GTAA for both IMAC requests and Bell Canada requests▪ Track and provide monthly billing reports▪ First point of contact for all Service Provisioning requests and escalations▪ Provide recommendations for process, procedure and tool improvements▪ Coordinated network provisioning requests with the Network Operations Centre Technicians and Engineers▪ Ensure that all moves, adds and changes are updated and documented in PLANET database▪ Completed ITIL Foundation Accreditation in 2018▪ Completed Advanced Excel training in 2018

Mississauga, Ontario, Canada

▪ Support day-to-day needs of sales team and ensure service standards are met▪ Organize and coordinate broker training seminars, trade shows and other events for the sales team▪ Set up new contracts and brokers in the database and ensure all information provided is complete and accurate▪ Maintain and build relationships with assigned base of small to medium sized brokers and obtain/exceed a 10% target increase in gross written premium per month▪ Provide office support and liaison between head office in Richmond, BC and Mississauga, ON office▪ Organize office supplies and coordinate mail pick up▪ Support customer service department to ensure flow of information between head office and the Mississauga Office is distributed in a timely fashion.

▪ Effectively manage the workflow for Inc all implementations, moves, adds and changes▪ Participate in Service Provisioning Management meetings and reviews▪ Coordinate order requirements with appropriate groups to ensure work is completed and SLA’s are met▪ Update and coordinate work requirements using HEAT▪ Accurately track all implementations, moves, adds and changes for monthly reporting▪ Prepare monthly activity report for Service Provisioning activities for management▪ First point of contact for all Service Provisioning requests and escalations▪ Ensuring the production inventory database is updated to reflect all IMAC activities▪ Provide recommendations for process, procedure and tool improvements▪ Provide back up for the Field Coordinator when required▪ Coordinated network provisioning requests with the Network Operations Centre Technicians and Engineers▪ Update and maintain all cabling as-builts utilizing AutoCAD floor plans and diagrams▪ Assist with design layouts in AutoCAD for new and existing projects▪ Coordinate the procurement of material for new and/or existing projects as required▪ Complete service requests and coordinate completion of all MAC work needed▪ Assist with CP and cable drop layouts utilizing AutoCAD▪ Assist Project Managers and Estimator with compiling information required for reports, quotations and close out packages.▪ Main point of contact for all autocad needs and requirements

Toronto, Ontario, Canada

▪ Effectively manage the workflow of new customer implementations by opening work orders with associated suppliers, setting due dates and assisting with call flow testing as required▪ Prime point of contact for all International and American clients▪ Manage toll free number inventory▪ Handling and resolution of client customer care issues▪ Track implementation costs and investigate into source of invoices of unknown origin▪ Assist Operations Controller and call center team with escalated end-user customer care issues as needed▪ Handle all front-end calls from customers requiring assistance with commissions▪ Handle the administrative requirements of Operations as it pertains to clients such as customer set-up, ordering access numbers and protocol set-up▪ Provision new teleconferencing account requests▪ Provision new T1 orders for VOIP requirements▪ Manage all VOIP phone inventory and track accordingly▪ Manage all Telco requirements for new and existing VOIP customers▪ Manage and coordinate all Local Number Portability requests▪ Provision and test account requirements for VOIP customers▪ Tier 1 technical support for all Globalive product lines

Internal support for all customer issues and escalationsPrepare and track all new revenue and follow through entire order processInvestigate and resolve all billing disputesAssist in special pricing requestsMaintain and build relationships within existing customer baseAttend customer site visits when needed to assist in problem resolutionComplete and track all customer service change requestsAchieved top level for department sales incentive for new business and received Spirit of Sprint AwardSuccessfully closed 30% of sales calls per day against a target of 20%Lead hand in customer and supervisor escalationsResponsible for recommending solutions based on the customer needs, expectations and budgetsParticipate in hiring/mentoring of new hires within the departmentGrow and retain Sprint Canada customer base through field retentionEstablish a strong line of communication with each assigned customer and ensured satisfactionManage revenue growth and protection within existing base in order to achieve/exceed monthly incremental targetsKeep abreast of all competitive pricing and share with team members