Mike Walker Email & Phone Number

Work on reviewing contracts. Loading contracts and rate information into the database. Run assurance tests to validate the billing against the rates in the contract. Contact carriers when there are disputes and work on getting the appropritate credit for customer. Very detailed work in reveiwing contracts, setting up and developing spreadsheets, rate tables and templates.

Provide customer service and support to both consumer and business customers.Research accounts, answered questions and worked with existing customers.Resolve ongoing service and equipment issues.Provide calling plan analysis and "right size" the customer onto the best calling plan.Review bill and resolve billing issues.Support business customers, answering questions and review the business accounts.Provide the best voice and data plans to reduce churn.

Provide customer service and support to both consumer and business customers.Research accounts, answered questions and worked with existing customers.Resolve ongoing service and equipment issues.Provide calling plan analysis and “right size” the customer onto the best calling plan.Review bill and resolve billing issues.Support business customers, answering questions and review the business accounts.Provide the best voice and data plans to reduce churn.

Project managed customer mechanized pre-order transactions that allowed externalcustomers to obtain the data to place correct and accurate orders. Also developed,analyzed, managed and developed over 70 flat data files for 4 different regions throughout the country. Developed, wrote and packaged business requirements for external andinternal interfaces and for front end Operating Systems databases for all pre-orderingfunctions for all AT&T 22 states.Key participant and team member of developing and writing business requirements to createand provide seamless electronic entry for external customers and internal users in all 13states.This project allowed SBC to apply for and receive approval to provide long distanceservice in all 13 states resulting in million of dollars of revenue for the company. Coordinated, supported and interacted with various internal groups with theimplementation of new mechanized changes as well as changed to existing mechanized pre-order transactions. Adhering to strict time lines in order to make the scheduled releasedates.Developed and wrote process flow for a new internal order template and published on theinternal management web site. Managed and coordinated this process which resulted inreducing the time it took to process an order which resulted in reduced head count andsignificant cost savings to the company.Organized, facilitated and managed meetings in addition to writing/providing minutes,compiling/updating reports, and publishing documents on-line.Defect Resolution, worked and resolved defects on behalf of both external and internalcustomers.Supported training organization by providing documentation and process flow informationfor changes to existing or new mechanized transactions that were implemented in eachrelease.

2008Support major external corporate customers by coordinating the installation andmaintenance of multiple telecommunications services.Managed and escalated trouble reports and new installation projects in order to meetchallenging deadlinesCustomer liaison between various internal departments.Created, developed and implemented internal credit processes to support customer service.Completed the final credit report and provided it to the customer.Compiled, analyzed and provided the data to the customer on a monthly basis.

Responsible for the development of the business requirements, screen design and flow,test cases, testing, and implementation of an internal and external mechanizedprovisioning and ordering process for complex telecommunications products.Facilitated and developed the user guide, methods, procedures and training packages forboth internal and external users.Project managed and provided technical support as the single point of contact to threelarge Internet Providers.Implemented installation of several statewide internet networks, resulting in sales over$7.5 million of 3-year and 5-year contracts.Provided product knowledge, technical advice and assistance to external customer facingemployees allowing SNET to provide exceptional customer service.Active participant in several committees to improve the pre-order and ordering processesfor various complex telecommunication products.

Responsibilities included project management, product knowledge, and technical assistanceto internal customer facing groups.Effectively supported a wide range of retail customers providing technical and innovativesolutions to their business needs thus insuring and maintaining exceptional customerservice.Coordinated and managed, in conjunction with the service consultants, large networkinstallations such as state-wide voice mail service, complex products, customer moves and

Effectively managed a group of assigned accounts end to end for all theirTelecommunications needs. Acted as the main interface between external customer and allinternal organizations.Coordinated installation of complex telecommunication projects.Maintained a high level of expertise in network technology.Analyzed telecommunications related problems/needs and proposed solutions for small andlarge businesses.Provided technical expertise directly to customers, internal groups and sales personnel.Effectively managed and coordinated numerous internals and customer/vendor meetings.Other Work ExperienceClient Services positions in Banking, Insurance, Sales and Inventory.

Ba Economics

Finance, General