Karla Wright Email & Phone Number

Denver, Colorado, United States

* Validate accuracy of order details based on the customer's written request for disconnection of service submitted by the Disco Care Team* Utilize Salesforce to effectively manage 250+ orders with various due dates* Daily interaction with customers to confirm disconnect dates, cross connects, company/vendor equipment retrieval and any other questions pertaining to the customer's disconnect request* Manage the disconnect orders across all products offered - Cloudlink, Dark Fiber, DIA, Ethernet, SONET, WAN, WAVES* Coordinate disco order due dates with new or replacement orders

Denver, Colorado, United States

* Managed 80+ Ethernet install orders which included several high profile customers based on predetermined order deadlines* Engaged with internal teams (OSP, ISP, Engineers, Field Techs, Sales) to ensure teams remained on track for order install completion by FOC date provided to customers* Faciliated weekly customer calls and/or provided written communication with an update on the progression of the order* Coordinated / Scheduled Field Tech dispatches for any equipment that needed to be installed in the customer space

Greater Denver Area

Englewood, Co

• Ordered and interpreted LSR Directory Listings• Interpreted CSR and DLI Preorder responses for Directory Listing content• Interpreted the Listing Validation Reports (LVRs) published by major ILECs

Lone Tree, Co

• Created new directory listings following established guidelines and procedures• Prepared, updated and distributed book close timelines to the Field, oversaw completion of required tasks and associated timelines within time-frame provided by the directory service provider• Ensured accurate and current customer directory listings information including billing resides in Level 3 back-office support systems and resolve customer service issues related to their directory listings• Interfaced with resellers when Level 3 is contractually responsible for establishing and maintaining the reseller’s end-user listings

Broomfield, Co

• Researched unmatched and stranded circuits in multiple revenue, inventory, ordering and costs systems• Matched circuits to customer revenue or identify as stranded cost to provide revenue reporting and cost savings• Tracked and reported progress weekly and monthly• Accessed the front end and back end of various systems for data mining purposes for exception analysis

Highlands Ranch, Co

• Resolved Carrier Access Charge issues• Investigated contract issues to include net spending versus contractual commitment claims and provided resolutions• Researched and resolved Incorrect/Missing Discounts and Promotions• Interpreted contractual language involving promotional entitlements versus current priced rates• Handled Monthly Recurring Charges (MRC) / Non-Recurring Charges (NRC) Disputes• Corrected Voice and Data re-rates (per minute/hour billing)• Pricing adjustment reviews and reconciliation of pricing disputes to cover incorrect/missing discounts/promotions, MRC / NRC and Voice/Data re-rates

Highlands Ranch, Co

• Assisted Supervisor with coaching and development of each team member and served as back up to Supervisor in their absence• Computed and prepared productivity/effectiveness data used by Management• Ensured highest level of customer satisfaction provided by Quality monitoring of issues• Placed Move, Add, Change, Delete (Disconnect) orders, orders for changes to E911 and Directory Assistance/Directory Listing requests as needed

Highlands Ranch, Co

• Monitored 10 to 20 Customer Service Reps, coached and developed each Rep during one-on-one feedback sessions on a monthly basis on their ability to provide quality customer service and on their job knowledge• Interacted with management by providing them the compiled monthly data (statistics) and provided effective recommendations as necessary• Kept respective Supervisors/Managers aware of their employee’s strengths and areas of opportunity• Presented the current Quality Assurance guidelines to the new hire training classes on an as needed basis and explained my role/interaction with them

Highlands Ranch, Co

• Issued and tracked credits for customer billing issues• Maintained billing system records for all active MCI Local customer accounts• Received, diagnosed, managed and resolved customer Local billing issues, questions and concerns in an inbound call environment• Met or exceeded call handling and Quality measurements monthly

Glendale, Co

• Launched Local Service for MCI servicing - CA customers• Assisted with the development of standard operating procedures (SOPs)