Provide technical process support to customer care organization. Responsibilities include ongoing communication of process updates, collaboration with product support and production.

Single point of contact for business enterprise customers. Responsible for end to end monitor, coordination, communication, escalation and scheduling activation of new service and changes to existing service for telecommunications services. Effectively manage one of the highest volumes of orders in my organization, frequently requested to be dedicated project coordinator by account teams for their clients. Requires strong communication, organizational and time management skills.

As a member of the North American Operations organization provide process support with a focus on Lean Applied to Business Process and Six Sigma methodologies. This support includes ordering, provisioning and repair. Involved in ongoing discussion and collaboration with product managers, IT experts, subject matter experts and other process teams to launch new products to production as well as improve process for existing products. Also involved with user acceptance testing, working closely with IT to ensure new products and processes are successfully integrated into the production environment.

Provide immediate supervision for team of 12 direct reports who provide technical provisioning support for multiple products including Ethernet, narrowband and broadband. Duties include hiring, training, coaching, and disciplinary action. Manage customer and internal escalations, provide updates to escalations, own and drive resolution within team or outside team. Manage process and procedures and adjust same to optimize workflow and productivity. Administers company policies and monitors the daily results, costs, and methods of own work group. Ensures that all functions are performed in a timely fashion and meet customer and company specifications. Available for after hour’s escalations/engagement by employees, customers or management.

Responsibilities included escalating with outside vendors for delivery of product in a timely manner to meet customer expectations. Daily interaction with vendors such as AT&T, Verizon Business and Time Warner Telecom. Developed strong relationships with vendor contacts. Consistently successful with meeting expedite requests and helping to improve due dates. Also assist customers via phone and email to schedule service for activation. Formerly worked as order manager in network provisioning. Managed product from initial order through to implementation and turn up. Extensive work with large projects involving multiple sites for same customer. Volunteered to participate in trial study of managing order from initial submission to first bill audit. Previous experience with regrooms of narrowband dedicated circuits for Network Optimization Group. Experience with voice, frame and internet design.

Responsible for quoting price and delivery of overhead material handling equipment. Managed each project from quote through purchase order submission completely through to delivery. Also appointed as Lead Person in Parts Department in an effort to minimize customer complaints and improve delivery of parts and quotes. Within two months as Lead the parts department had no quote backlog and had a significantly reduced number of complaints to the Customer Service Manager.

Hands on manager of day to day operations. Involved with account management, interviewing and dispatching associates to client companies. Responsible for hiring, training and development of internal staff of seven and external staff of approximately 200. Profit and loss accountability. Sales activities include telemarketing, direct mail and cold calling to develop new business. Developed one client from billing 100 hours per week to an average of 1500 hours per week within a six-month time frame. Also successfully transitioned another client from a competitor by hiring all current temporary employees and building relationship with client to become exclusive provider of temporary and contract employees. Knowledge of worker's compensation and unemployment issues. Had 100% favorable rulings in unemployment hearings. Expertise in all areas of recruitment, screening and selection including applicable laws such as EEOC and ADA.

Responsible for supervision of tellers including training, performance reviews and terminations. Also assisted customers with new accounts and loans.

Pip Printing