Jake Ference Email & Phone Number

Rochester, New York Metropolitan Area

Rochester, New York, United States

Rochester, New York, United States

Rochester, New York Area

Managed project coordination and installation of a diverse product portfolio, including traditional PRIs, VoIP and data circuits, MPLS, and more.Worked in concert with our clients to understand their unique requirements, ensuring that our service delivery process would align with their needs and expectations.Managed complex number ports, requiring review of Customer Service Records to guarantee smooth transitions of clients' services.Team Lead for a specialized group of project coordinators, providing guidance and support to ensure successful project outcomes.Handled customer escalation requests for the team, providing a coaching opportunity for our team members as well as using the opportunity to realign expectations with our customers to turn a problematic situation into a positive experience for the end user team.Built and maintained strong relationships with clients, addressing concerns and providing exceptional support throughout the project lifecycle.

Rochester, New York Area

Provided technical support for eCommerce vendors. Issues were addressed through inbound and outbound calls, as well as tickets through the customer’s account portal.Documented reported incidents so that that was a clear understanding of the issue that the customer was facing, the steps undertaken to resolve the issue, and what the ultimate agreed upon outcome was. Clear documentation served as a quick resource to reference for repeat issues. Prioritized or mitigate end user escalations and enhancement requests for development, network, or management needs.Created knowledge base articles addressing common recurring issues. Providing added resources for our internal team as well as our end users.Managed user expectations and provided status updates when solutions weren’t immediatelyavailable.