WX Technology Group is a woman-founded and owned Technology Advisory and Consulting firm with profound experience in telecommunications infrastructure and operational best practices. With an ecosystem of more than 60+ UCaaS/CCaaS service providers, WX provides companies like yours with unbiased recommendations that provide business leaders the information needed to make fully informed telco and networking decisions. Unique to WX is our ability to also project manage and execute multi-vendor solutions as part of your team.Does your company have an immediate or near-term need for deploying and operating UCaaS (Unified Communications as a Service), CCaaS (Contact Center as a Service), and/or Networking. WX Technology Group can be instrumental in you getting the greatest benefit from these essential technologies.More about WX Tech here https://lnkd.in/gts-u9HG

Job functions include understanding project goals and objectives as they relate to the customer’s business strategies and long-term needs. Deliverables include project assessment, team formation, schedule preparation, status/jeopardy reports, risk analysis, project status reports, and post-implementation analysis. Build and maintain business relationships, working with all levels and organizations of CenturyLink to provide status of key projects. Analyze work plans and schedules and develop project progress and status reports (including executive status updates). Ability to quickly understand technical aspects of product/service, both from a functionality perspective but also from an operations/set up perspective and be able to articulate it to a less technical audience. Identify business needs and make solution recommendations with strong problem solving and analytical skills and provide consistent feedback on improvement opportunities related to current business processes. Manage and prioritize multiple tasks, projects, and clients in parallel in a time-sensitive environment. Coordinate and facilitate project meetings. Develop and distribute timely meeting minutes, to include track/manage action items and verify they are incorporated into the program schedule and those deliverables are met on time. Employing judgment to make business decisions about things that will impact the project, customer or company and has the authority to stop activities from proceeding when continuing to move forward would have a negative impact. Acts as a customer-facing single point of contact during the life of the project. Often dedicated to strategic global customers for repeat business. Acts as a mentor and team leader to other teammates.

Assists 60 employees located in our offshore call center in India. I am responsible for reporting all agent issues to present them to upper management for system and process improvement.I am responsible for being able to navigate and utilize over 40 computer systems in my daily functions. I receive and process requests from Accenture’s Order Entry Team timely, same day to 2nd day, to provide a quick turnaround time for the support in clearing system errors, assist on the how-to process items, and routing packages to the proper queues. By assisting the OE team, I prevent billing issues before the service orders are complete. I consistently look for ways to eliminate hand-offs and rework. If needed, I create helpdesk tickets to clear system errors. I work diligently to clear work queues and reply to the order writers to reduce OT's needs. I help employees with their requests, identify where the work will be processed, and direct them to the correct department.I coordinate with downstream groups to keep orders flowing through our systems. I assist the same day with incoming calls from technicians on customer sites to revise HSI speeds and IP addresses as needed. I work cross-functionally with Product Management, IT, and Network Teams to drive end-to-end customer experience improvements. I am focused on providing the best customer experience with every contact. I take incoming calls directly or transferred them timely and reply to all requests for assistance timely and efficiently.

Handle all queues of calls for customers who were delinquent with their loan payments. Practice empathy while determining the best solution for the customer and the company. Meet collection goals each month while exceeding all goals for attendance, call handle time and schedule adherence. Maintain composure and retain control of the call while deescalating irate customers. Support and deploy continuous procedures for high levels of dealer, customer, and employee satisfaction.