I have spent 20 years as a customer service manager for Verizon Business managing medium to Enterprise customers. I am currently lending my expertise to businesses, agents, and consultants with a need for back end and IT project management support. We will work on all types of support for our client's base and will project manage all installs as well as work onsite as needed. Our support will include, TEM billing, new services, quotes, contract negotiations, trouble reporting and escalations, order management, audits/contract governance.

Advise clients on alternative solutions to match their changing needs while keeping in mind possible future requirements. Manage customers while utilizing ITIL knowledge; including providing all forms and documentation for clients to attain stakeholder approval for upcoming projects. Work towards migrating clients from costly CAPEX and extremely labor intensive on-prem services to less expensive and minimally labor intensive cloud base, full service solutions. These solutions include but are not limited to: CRM, call center solutions, hosted pbx, document management, unified communications, helpdesk, etc. Help clients become efficient and cost effective.Main point of contact for clients for numerous functions:* Pricing of multiple services from multiple carriers* Research billing disputes and effectuate resolutions by providing evidence of correct billing or crediting accounts* Provide client-friendly bill review to review with customers* Ensure Service Level Agreement (SLA) credits are applied in a timely manner from multiple carriers* Research inquiries by customers relating to services and billing* Manage full lifecycle management activities/project management* Track and escalate trouble tickets* Vendor assessment and management* Contract negotiation* Contract Governance* Continual Service Improvement

Internal Resource for Service Program Managers (SPM), performing the following functions for customers and account team:• Provide complex reporting to SPMs as requested• Research billing disputes and effectuate resolutions by providing evidence of correct billing or crediting accounts• Provide client-friendly bill review for SPMs to review with customers• Ensure Service Level Agreement (SLA) credits are applied in a timely manner• Research inquiries by SPMs and/customers relating to services and billing

As the Liaison for complex multi-million dollar enterprise customer, my activities included the following:• Preserved the relationship of the account team as a partnership versus a vendor• Main point of contact for all issues, concerns, and escalations• Conducted first invoice reviews• Proactively viewed invoices for services no longer in use• Ensured contract compliance and governance through reporting and bill reviews• Handled billing issues and executed closure in a timely manner• Compiled customized reporting when needed• Assisted account teams in handling a Request for Proposal when required• Answered billing questions regarding new orders and provided history of services• Provided configuration information for services through the use of provisioning tools• Tracked and escalated disconnects for all customers assigned to service manager base• Created new billing accounts and ensured correctness of services billed• Subject matter expert for the customer facing tool, driving significant improvements for tools not functioning as required.• Trained customers and service teams on online ordering tool. Drove resolution to questions and issues to completion• Performed beta testing on new tools for production and reported feedback and concerns not evident during development• Worked during a union strike in the trouble reporting center by testing circuits and dispatching technicians for Verizon ILEC.• Collaborated in a large project entailing information gathering, scheduling and implementation. Monitored and verified accuracy before delivery• Worked closely with sales and technical consultants to provide information needed

• Responsible for the relationship of medium customers• Pulled inventories for customers as requested• Generated quarterly service reviews to provide overview of customer services, tickets, and billing issues• Followed up on trouble tickets and escalated when required• Placed sales orders on assigned accounts • Responsible for Contract Compliance and Governance• Maintained current revenue and researched new revenue opportunities for sales

• Responsible for preparing new hire training materials• Processed new hire documentation • Managed inventory of on-hand supplies• Handled telephonic sales requests