Marcia Ditto Email & Phone Number

Dallas-Fort Worth Metroplex

Dallas/Ft Worth Area

• Efficiently managed equipment, network and software deployment for a large 911 district in North Texas while managing several small projects. Created project plans, identified risks, facilitated team meetings.
• Developed a methods & procedures checklist for new deployments. Gained a trusting relationship with client and improving deployment by over 300%
• Tracked software defects with an action item register. Significantly reduced items by tracking and ensuring issue is resolved.
• Successfully became a trusted partner by informing the customer of issues but also achieving resolution in a timely fashion.
• Efficiently coordinated several overlapping projects by scheduling tasks, delegating tasks, and maximizing overall resources.
• Coordinated all resources from vendor delivery of equipment, technician tasks, and customer tasks by creating a detailed plan which made for a successful deployment.

Dallas/Ft Worth Area

• Owned the overall customer service experience and service relationship for the Signature Account Customers. Became the voice of the customer within AT&T for ordering, provisioning, maintenance, billing and accounts.
• Developed a strategic and creative method for correcting a major billing issue for a client which revamped the customer relationship.
• Successfully turned a client from an AT&T rating (1-10) from a 2 to an 8 within 6 months by ensuring all issues were resolved in a timely matter.
• Effectively worked to gain stability on circuits in India for the client by working with the maintenance centers, global team and sales team for a more reliable PTT carrier by tracking known issues.

• Acted as the extension of the business client sales team: attended customer meetings, verified services needed, placed orders, confirmed order data, tracked critical dates, escalated as needed, kept customer updated.
• Experience and knowledge of Advanced Features helped guide the discussion for a new customer. Asking open-ended questions during a sales meeting helped identify that the customer was using advanced features and they.
• Willingness to take difficult projects. Proven ability to be resourceful to obtain a successful outcome.