Pamela Dawson Email and Phone Number

• Manages the lifecycle of the project for complex federal programs• Work closely with internal teams to ensure the project commitments and deadlines are met• Assist in the development of the project plan• Assist in RFI or RFP request when needed• Assist with process improvement and procedures by recommending changes• Develop and complete project progress and status reporting which could also include maintaining and tracking deliverables and project schedule• Ensure the service delivery of the product and or service is successful across all stages including successful handoff to post sales• Single point of contact for 3rd party vendors and last mile providers working on product installation• Making sure proper handover documentation is provided to the customer according to the award letter• Making sure all internal documents are updated through the lifecycle of the project and maintaining a clean repository of information• Effectively communicate with external customer the progress of the project making sure to explain any delays and the impact that may have along with a resolution to such delay• Setting up and leading internal meetings to keep the team updated on project status• Serve as an escalation point to the customer when needed (project timeline changes)• Assisting Enablement Team on approved proposals over $100k o Developing transition schedules via Microsoft Projecto Assisting/developing transition plan o Participating in Blue team during proposal developmento Developing BOE by working with post sales groups that will contribute to a successful implementation.o Engaging procurement when necessary to price LCATS or involve contractorso Engaging PMO team once proposal is won and complete a handover of all documents that Enablement has created to assist in a successful implementation

Provide sales support and customer service support to a defined base of federal government customers First point of contact for customer in regards to placing orders, billing issues, implementation, order tracking and day to day account maintenance activitiesProvide pricing and contracts for certain product setsWork closely with sales professional on retention opportunitiesBook to bill order management process which requires involvement from the date contracts are signed and order is sent in for placement through implementation ending with checking billing for accuracyManage expedites and escalationsParticipate in account planning process and contribute in ways to penetrate account with entire sales team Conduct quarterly customer business reviews Participate in face to face customer appointments and prepare presentationsParticipate in RFP/RFI request

Provide sales support and customer service support to a defined base of customers with monthly billing totaling over $25kFirst point of contact for customer in regards to placing orders, billing issues, implementation, order tracking and day to day account maintenance activitiesProvide pricing and contracts for certain product setsWork closely with sales professional on retention opportunitiesBook to bill order management process which requires involvement from the date contracts are signed and order is sent in for placement through implementation ending with checking billing for accuracyManage expedites and escalationsParticipate in account planning process and contribute in ways to penetrate account with entire sales team Conduct quarterly customer business reviews Participate in face to face customer appointments and prepare presentationsParticipate in RFP/RFI request

Handle customer escalations for a group of 16-20 agentsActed as team lead for 16-20 agentsServed as backup for management when absentMentor new hiresFacilitate training classes for new hiresAssist in the implementation of new processes and proceduresAssist management in pulling productivity reports and other team functions as neededContinue to perform duties of an Account Support RepresentativeStarTek, Lynchburg Virginia

Handle ordering and billing implementation for Qwest Communications large business customersServe as first point of contact for customerAssist sales representative with day to day account maintenance activitiesAssist sales with pricing quotes for specific product setsAssist sales with new contracts and contract renewalsInventory management by conducting quarterly business reviewsAssist with order implementationAct as mentor for new agents