Ralph Gilbert Email & Phone Number

Dallas, Tx

Engage Project Managers in addition to extended internal team members and external vendors in support of the implementation of unified communications solutions. Includes generation of work orders/PO's to vendors and vendor payments, internal P&L billing as well as coordination of resources. Provide project coordination on incidental non-project managed requests.

Dallas/Fort Worth Area

Locate, certify and onboard telecommunication implementation and maintenance support vendors. Enhance vendor relationships by serving as primary liaison and advocate between vendors and company. Partner with vendors to identify and resolve performance and billing issues. Developed processes and implemented ISO support strategy including vendor correction action plans.

Dallas, Tx

Served as regional interface to Avaya direct sales channel account teams and indirect channel Business/Alliance Partners supporting both Fortune 500 companies and the top 20 high-touch in-direct sales channel partners who were requesting customized implementation pricing quotes, including Request for Proposal and strategic/global opportunities. •Performed triage review qualifying requests and determining outputs required. Confirmed scope of work and customer contractual requirements, reviewed technical assurance, gathered additional informational requirements/documents.•Engaged Pricing Specialists and additional internal support teams. Provided comprehensive overview of triage findings to assigned team members. Achieved outputs exceeding expectations during most recent five years: 100% accuracy/process adherence; 97.6% customer satisfaction; 119% productivity, all while supporting additional functions above those of my peers. •Served as Engagement Specialist SME, Team Leader and POC on all ES process/tool issues. Performed monthly quality reviews of ES outputs and provided coaching for improvement. •Authored and maintained various process/tool job aids utilized by overall Pricing Team. Served as team trainer for multiple tools, supported new tool end-user testing and reported/assisted with resolving issues prior to rollout. •Created comprehensive Engagement Specialist handbook/job aids. Conducted multiple trainings for internationally based new hire ES’ resulting in transition of function to lower cost geography facilitating annual associate expense reduction. •Created and maintained tool utilized to track all Solution Pricing Team associate training, generated monthly training reports. •Produced ad-hoc aged requests status reports for senior leadership by partnering with responsible parties for status. Information utilized to remove roadblocks, identify process gaps/training opportunities, and to reset expectations with requestor.

Dallas, Texas

•Provided Provisioning Manager teams with high level administrative activities including engagement of Project Managers as well as generating project closure reports and implementation services revenue forecasts. Conducted regional trial of Desk Project Manager function including creation of supporting process documentation/job aids. Served as back-up to Resource Manager for resource allocation of all implementation associates throughout the region•Served as regional single point of contact to both direct and in-direct sales channels in support of requests for implementation pricing quotes. oCoordinated with all field implementation resources supporting non-Project Managed in-direct channel requests, including scope definition, pricing quotes, resource scheduling as well as managing request life cycle through to initiation of invoicing. Served as liaison with the Customer Care Center on behalf of Partner community for order/billing issues. oAuthored In-Direct channel Provisioning Administrator process/tool usage documentation that was adopted nationally for internal usage. •During a period of two years led team of Customer Software Administrators responsible for performing migrations of customers PBX software translations within a lab environment, remote programming of software translations/features and T1 activation. Coordinated with technical resource team to ensure all lab equipment properly maintained. Developed CSA productivity reporting tools which were incorporated into all CSA teams regionally. Compiled and delivered employee performance evaluations. •During a period of one year lead a team of associates responsible for implementations of Octel voice mail solutions including project management, software programming and end user training.

Dallas, Tx

•Led team of associates supporting Order Entry/Billing/Collections and Clerical functions located both on-site and remotely within a contact center environment. Met team average day’s outstanding collection and timely order closure objectives. •Partnered with both Sales and Implementation teams to provide status of order placement and gain escalation support in billing/collection issues. Created and maintained multiple billing/collections weekly status reports utilized by regional Sales branches to status revenue recognition. •In a dual role, continued to support Center Manager and all direct reports in all previous administrative duties.

Dallas, Tx And Chipley, Fl

•Provided comprehensive administrative support to center manager and all direct reports in support of order/billing/collections call center. Proficient in general office administrative procedures including document preparation, data gathering/report generation, expense vouchers, travel arrangements, conference planning and payroll/attendance. •Provided overall administrative support to internal training team. Duplicated training materials, maintained student records, analyzed/reported student feedback evaluations, maintained overall training center schedule and coordinated maintenance of training lab equipment. •Provided directory assistance and operated switchboard placing local/long distance telephone calls.