Manager of the Implementation Dept. Review and assign all new orders and MAC service requestsInvestigate and resolve escalationsReview monthly carrier invoices and reconcile billingProvide process training to new and existing employeesReview and improve existing internal implementation processes

Team Lead of the Implementation Dept. Review and assign all new orders and MAC service requestsInvestigate and resolve escalationsReview monthly carrier invoices and reconcile billingProvide process training to new employeesReview and improve existing internal implementation processes

First point of contact for all customer requests via phone and email. Coordinating and processing customer invoicing and billing of services. Investigating and resolving all billing disputesCollect A/R in a timely manner to reduce the likelihood of bad debtAnswer internal and external customer queriesCreate credit memosProcess refunds as requested and write offs as needed.Strong knowledge of SalesForce Familiar with Quick Books

Project managing commercial fibre accounts including voice and data applications (T1, PRI, Voice, DSL, Fiber)Establish first contact with customers to verify and confirm order details after point of sale, and maintain long-term client relationship.Develop project timelines for implementation and service setup.Coordinate activities with internal departments and external parties to deliver client products on time.Handling inquires from internal and external customers and assisting with the timely resolution of service and /or reschedule issues.Contact for customer questions and clarifications, including product, service and billing related support as well as assistance with using telephone service/features and troubleshooting.I also volunteer at Shamba events which is an organization that helps organize fundraising events for diffferent charities.

Prime on project managing all commercial fibre accounts including voice and data applications (T1, PRI, POP and VOIP)Assisting sales with product updates and managing provisioning of xDSL and domain web/email hosting service.Establish first contact with customers to verify and confirm order details after point of sale, and maintain long-term client relationship.Develop project timelines for implementation and service setup.Coordinate activities with internal departments and external parties to deliver client products on time.Handling inquires from internal and external customers and assisting with the timely resolution of service and /or reschedule issues.Contact for customer questions and clarifications, including product, service and billing related support as well as assistance with using telephone service/features and troubleshooting.Creating and maintaining efficient project management workflow, systems and processes.Responsible for all LNP/NPAC activations functions and timelines, as well as ensuring switch and voice mail has been provisioned correctly.Monitor and verify all Future-Dated Enterprise migrations, coordinated hot cuts, and new installations, coordinating with the site contact to ensure a smooth and accurate process.Co-Ordinate with Project Mangers, Interconnects and Customer’s to ensure On Net-PRI’s and DID’s are provisioned and activated.Trouble shoot all Failed Activation reports for same day resolution.Monitoring orders to ensure that other departments are following correct process to ensure requests are completed efficiently and within the standard intervals. ​

Primary contact with customers to ensure personalized customer service thus maintaining long-term business/client relationships.Coordinated xDSL and Network Integration installations to deliver products on time and to specification.Implemented domain web & e-mail hosting for Internet customersManaged the installation and activation of Secure Shop service for e-commerce customers.