Nancy Myhers Email & Phone Number

Rochester, New York, United States

Rochester, New York Area

Managed and optimized end-to-end Wholesale Access Service Request (ASR) ordering processes, ensuring accuracy and efficiency while leading a dedicated team to excellence in performance, resulting in streamlined workflows and minimized errors. Improved orders held in clarification by 10%, analyzing existing processes, identifying bottlenecks and inefficiencies, and implementing solutions that streamlined the process. Improved performance 8% by designing and implementing a quality assurance framework tailored to the needs of each team and training teams on the newly designed quality assurance checks. Implemented I-chat system that supports team members by customizing the platform to meet specific workflow needs, conducting training sessions, and overseeing integration with existing tools, resulting in improved collaboration and operational efficiency. Decreased missed conversions by 25%, by partnering with downstream teams to identify and implement various process changes and provided additional applications/tools needed. Streamlined order rejection processes by implementing standardized codes, reducing premature rejections by nearly 10% within six months of implementation and monitoring. Implemented a proactive pre-cut date review system, reducing missed cuts by 10%, enhancing customer communication, and achieving significant time and cost savings.

Rochester, New York, United States

• Managed and motivated 20 employees to be productive and engaged in work by utilizing daily utilization reporting.• Enhanced process by placing a quality step in the upfront stages of the process to ensure client satisfaction and optimize the associated revenue for directory listings, etc. • Evaluated employee performance and coached and trained to improve weak areas of productivity.

Rochester, Ny

• Primary driver of process improvements and the business guidelines for the VOIP product.• Implemented a scalable, repeatable, and efficient process with the primary goal of increasing order volume and revenue.

Geographical Us

• Manage Operations of the Voice/Data teams that program translations, turn up services and work with Field Operations for the footprint of the company with an objective of less than 7% missed cuts. • Established structure of the team to support and provide services to non-complex and complex clients. • Responsible for contributing to the monthly installation revenue goal with an average monthly revenue threshold of $330K.

Rochester, New York, United States

• Managed, coached, and trained team of service delivery professionals from 5 functional areas (Order provisioning, circuit design, voice and data translations, voice and data turn up)• Set departmental goals, managed budget, handled internal, external inquiries, and customer escalations.• Exceeded team goals for quantity, quality, and timeliness on a consistent basis. Worked closely with co-POD Managers to load balance work, take on additional overflow from remaining PODs.

Rochester, New York, United States

• Led a team of 20 members that provided voice installation services to all clients within company footprint and minimized missed cuts to less than 3% on an annual basis.• Implemented best practices to achieve quality and timeliness goals consistently.

Rochester, New York, United States

• Responsible for working in the Help/Repair Department to assist clients in testing, trouble shooting and resolving issues related to voice services.• Dispatch Field Service Technicians for purposes of installation and repair of voice services.

Rochester, New York, United States

• Established initial Customer Care Department.• Coordinated and managed the process by which Value Added Resellers would purchase equipment, maintenance services and training.

United States

• Established initial Customer Care Department.• Coordinated and managed the process by which Value Added Resellers would purchase equipment, maintenance services and training.

Education record

Education record