Michelle Gillander Email & Phone Number

Remote

Calgary, Canada Area

Through the acquisition of Allstream, we own and operate an 110,000-mile network in North America and Europe. This all-fiber backbone – 7.7 million miles of it – includes connectivity to thousands of data centers, enterprise locations, carrier exchange points, wireless towers, media centers, entertainment venues, financial exchanges and cloud providers. We offer dark fiber services, which provide our customers with dedicated high-capacity, low latency bandwidth. In addition, Zayo’s offerings encompass a range of managed bandwidth, lit fiber solutions, including wavelength, Ethernet, IP and video transport, and our expansive network footprint and extensive metro coverage deliver bandwidth that is flexible and scalable for enterprises, carriers and government.

Calgary, Canada Area

As Canada’s all-business communications provider, we own and operate a national IP network that extends over 30,000 fibre kilometres and directly connects into nearly 3,000 buildings across Canada. Our network delivers the superior performance and reliability that Internet-connected businesses count on. Our bandwidth guarantee covers service availability, leveraging our highly resilient carrier-class infrastructure backed by our 100% service level agreement provided to our customers.I provide guidance to clients with respect to their telecom and IT management needs based on their growth and long-range strategic plans, while providing cost-cutiing opportunities, simplifying complexity and increasing productivity.

Calgary, Alberta

Acted as the customer/partner advocate within Rogers, and interfaced directly with customers on day-to-day post-sales activities, cultivating and maintaining strong relationships by collaborating with account team to create customized customer experience program, driving resolution on billing disputes, on-boarding new customers, initiating orders, managing escalations, maintaining and distributing various inventories and reports required to provide World-Class support.- Successfully and remotely supported the division's top 3 data revenue accounts- Successfully managed the quarterly voice of the customer program that sought out feedback from customers to improve the customer experience process internally- Successfully owned the communication of customer escalations until completion resulting in customer satisfaction and knowing that they have a go-to person within the organization- Successfully decreased a top revenue account's dispute amount by $885K over a period of 9 months which resulted in a significant decrease in financial exposure to the company- Initiated the travel to customer locations in the US to resolve disputes face to face which resulted in faster dispute resolution and cleaner accounts

Calgary, Canada Area

Developed and maintained new and existing relationships with Domestic and International Carriers and Wholesalers to achieve and exceed revenue targets. Negotiated bilateral voice agreements with Canadian MSOs and the LATAM region.

Calgary, Canada Area

Managed the customer experience from a post-sales perspective. Managed the relationship between the customer and the company in respect to the customer agreement.

Calgary, Canada Area

Utilizing Project Management standards and practices, managed multiple voice/data, Enterprise and Carrier custom-solution implementations, including domestic and international services, frame relay, Private Line, MPLS, Ethernet, wavelength, dark fibre, DAL, PRI and SIP interconnections. Trained new Project Managers within region and attended customer pre-sales meetings to demonstrate value add of Sprint Canada's Project Management.- Won Sprint Canada's President's Club award for outstanding Project Management- Successfully implemented first Private Line circuit into Kazakhstan from Canada when other Carriers could not commit to the project, allowing the customer to transmit data directly to their employees in the field- Successfully implemented an OC-3 circuit between Toronto and NYC in 15 days versus 90, thus realizing the revenue 75 days early

Ba, Anthropology/Psychology

Certificate, Project Management

Mediation And Workplace Conflict Management