John Niles Email & Phone Number

Rochester Ny

Managed a team of Order Processors, Project Coordinators and Provisioners who support and work orders for Windstreams Carrier Resale customer base. Assist team with training needs, support with customer escalations, workload management and prioritization for all duties they perform. Review reporting daily to ensure orders are on track and will turn up and close with the customers anticipated and expected time frame.Manage incoming order workflow from Windstreams portals, Windstream Online and the Carrier Portal supporting new and existing customer orders including Voice, Data, DYIP, and MPLS new and MACD orders.Escalation point for my team to assist with customer communication, feedback, escalations and responses. Assist and support with customer inquiries on orders and services. Assist Sales team in escalations from customers new orders.

Generated additional business opportunities through growth and retention of assigned base of customers. Contacted customers via phone, email, and in-person to uncover issues and opportunities while educating them on new products and features to help grow business. Responded to customer inquiries, resolved and escalated trouble tickets, and processed specified MACD orders. Helped with negotiating expired and expiring contracts of customer accounts, gathering existing information such as monthly recurring charges, usage rates, circuit utilization, and cost components. Reviewed invoices with customers and corrected as appropriate. Followed new service installations, service moves, adds, changes, and renewal processing to ensure accuracy of invoicing.

Oversaw building orders in Boston Lucent 5ESS switch. Prepared and supported customer line and trunk translations into Lucent 5ESS switch. Tested and turned up customer orders. Conducted periodic interfacing with other internal departments on problem resolution.

Built accurate new orders into Metesolve system. Increased familiarity with various company products and ordering requirements. Communicated any ordering issues back with sales rep to meet required customer timelines. Ensured proper setup of accounts in billing platform.

Camp Lejeune, North Carolina, United States

Oversaw conduct and behavior of platoon. Operated and maintained amphibious assault vehicles. Ensured upkeep of weapons located in armory. Managed and cared for various military radios. Earned good conduct medal, national defense medal, armed forces service medal, NATO medal, sea service deployment ribbon, rifle expert badge, and pistol marksman badge. Meritoriously promoted to Lance Corporal and Corporal

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General

Bachelor Of Business Administration, Business, Management And Marketing