James Henry Email & Phone Number

Remote From New Jersey

Holmdel, New Jersey, United States

Self-motivated and experienced Local Number Portability Provisioning Specialist. Knowledgeable in various CLEC portals such as Bandwidth, Level 3, Neustar ESR, Inteliquent and Peerless. Developed training processes and workflows as new products where introduced to the porting team. Assist with special projects as assigned by management. Provide exceptional customer service to both internal and external customers.Core CompetenciesImplementation | Provisioning | Vendor Management | Business Systems | Salesforce CRM

Holmdel, New Jersey, United States

Managed customer implementation process, verifying the accuracy of Local Service Request and Customer Service Record requirements, coordinating with outside vendor’s agents and customers to ensure a smooth telephone service transition from their existing carrier to Vonage Business Cloud.• Implemented a streamlined system that transitioned provisioning systems through the use of improved change orders.

Holmdel, New Jersey, United States

Specialized setup and configuration in Cloud base PBX systems, billing, device provisioning installation to customer’s network. Basic call flow routing to key services such as call groups, call queue and advanced forwarding options. • Familiarized customers through their online account, setting up of their Virtual Receptionist call routing and implementation of account end users and extension assigning. Resulting in a reduction of following up customer call backs.

Holmdel, New Jersey, United States

Onboarding Associate Customer Care, December 2009 - September 2015 Primary duty assistance new customers within their first 30 days of Vonage service resolves issues that the customer encounters number transfers, installation of Vonage adapter scheduling for Home Wiring Installation and troubleshooting. • Beta Tester for Workforce Development for inbound call routing through Vonage IVR confirming Interact responds to the correct tab category and beta testing Interact 3.2 Troubleshooting tab resulting quicker and efficient response time resulting in lower handle time.• Participated Six Sigma, developed an improve process to reduce handle time throughout our Care Department. By Identifying the cause and effect on missed opportunities that contributed customer’s DSTAT and FCR and ESTAT’s

Holmdel, New Jersey, United States

Responsible for preparing Local Service Requests (LSR) using information from telephone work order, ensuring accuracy and completion; submit orders to multiple Local Exchange Carriers (LECs / ILECs) across multiple markets where LSR• Served as a SPOC Single Point of Contact between Vonage and our 3rd party Local Exchange Carriers resulting in expedited order implementation and reducing order fallout. • Managed documenting, processing and managing High Level LNP requests within the order system (CCA), Service Bureau GUI and ticketing system. Coordinate and trouble shoot processing activities of customers delayed ports, incomplete ports and track assigned orders through the LNP system.

Technology Degree, Pc Support, Networking, Ms Office

Activities and Societies: Hardware: Personnel computer components including hard drives, CD-ROM, memory, configuration of NICs, video.

Certification, Specialize Office Skills

Activities and Societies: Completed the course study in Specialize Office Skills, that includes, Microsoft DOS 6.22, Windows 3.1/95/98.