Jennifer Hyde Email and Phone Number

Supervisor, Technical Product Sales Support - Oversaw the day-to-day functions of Comcast Business Service Implementation of LNP order teams. • Prioritized team workload to ensure that sales orders were processed and installed in a timely and accurate manner. • Maintained and enforced my direct reports to comply with business rules and GUI’s for all CLEC’s, ILEC’s, and Voice Carriers for the Central Division. • Handled all fall out of Toll Free, DADL, and provisioning for the Central Division. • Led and formed two successful teams who held the lowest error rates and highest production for the department.• 1st to successfully launch our Salesforce CRM platform for my department and led the other teams supporting the remaining regions for the WOM Central Division Department.

Carrier Customer Advocate for Latin America and Asia (Transferred from Miami to ATL in 2010)Customer Liaison and Advocate for the Latin America and Asia Regions. • Inaugurated the new Customer Advocate department within the Service Delivery Segment. • Ensured a smooth implementation process of all projects between my assigned regions and all internal departments including leading the Project Management Team and various Cross-Functional Teams. • Served as a single point of contact on all escalations for internal and external customers.• Supported the largest, most complex, and highest volume customer base for the department.

Service Project Manager II in charge of implementing projects for Latin America Carrier, Enterprise, and Fast Track Groups. • Ensured proper and timely installation of projects while maintaining communication with all internal and external customers. • Partnered with Sales and Management to ensure we met all matrix, business rules, and managed customers’ expectations and satisfactions.• Served as a single point of contact on all escalations for internal and external customers.• Due to my proven abilities handling complex Latin America Carriers, I was promoted to inaugurate the new Customer Advocate Department and received many awards and recognitions.

Implementation Consultant II/Solution Provider Channel – Processed orders for the Solution Provider Channel ensuring timely installation and proper communication of multisite national and worldwide projects to all parties. • Provided biweekly reports to all supporting Solution Provider.• Supported the top Solution Providers for the division.• Held the highest install rate for the Division.

Account Development Manager – Processed orders (new, moves, adds, changes, and disconnects). • Submitted local service request to ILEC or CLEC for local number portability. • Ensured all projects flowed through the appropriate departments using standardized intervals and proper completion of installs nationwide. • Assured customer’s account was set up with the proper billing codes and the charges met contractual agreements for the various products in order to properly activate the account. • Provided biweekly reports forecasting new installs and updating the current status of each pending order.

Implementation Manager/Agents - Headed group of Implementation Consultants/PM’s who supported three of the Select Agents. • Was part of the original management team that pioneered the Agent Program. • Supervised a team of PM’s and ensured timely installation and proper communication of orders and multisite national and worldwide projects. • Educated the Select Agents and my direct reports on upcoming products and procedures and business rules worldwide. • Prepared order status reports and hosted weekly conference calls with each Select Agent. • Provided ad-hoc reports of backlog and installs to upper management.

Implementation Manager/Commercial Segment – Headed the Miami Implementation Department. Promoted to launch and form the Implementation Team of the newly formed Miami MCI Enterprise segment after the WorldCom acquisition of MCI.• Managed a team of Implementation Consultants/ Project Managers to complete the implantation of all telecommunication products including Voice and Data.• Provided weekly and monthly install and aging reports to the Sales Department and partnered with sales to meet monthly install quota. • Ensured all project tasks and SLA’s were met within the proper guidelines and contractual agreements including cross functional teams from pre sales to completion of installs.• 1st point of contact on any trouble tickets up to 72 hours post install.

Sales Engineer – Assisted Sales Representatives in technical aspects and participated in closing appointments on long distance dedicated circuits, local services, and data products. • Gathered appropriate specifications from end-users and vendors in order to complete the entire install process. • In 1996 won the President’s Club Award in recognition for Top Sales Engineer of the Southern Region. In 1997 became the first sales engineer to coordinate and launch local service in the Southern Region. Considered the “local technology expert” for the Region and, as a result, participated in sales force and sales engineer training.• Gave online and telephone support of local technology to sales engineers throughout the United States.

Service Consultant – Handled all switched long distance orders and maintained the Miami customer base of accounts over $10,000 in monthly revenue. • Acted as a liaison between customer base and the Customer Service Center to resolve trouble ticket and billing escalations and disputes.• Executed contractual agreements and 1st bill reviews.• Provided monthly reports on sales, install, and aging to various cross functional departments.