Sandra Tognetti Email & Phone Number

Austin, Texas Area

Lafayette, Colorado

• Develop and achieve Technical Support objectives and goals that would support the organizational vision. As Director of Support I am manage and direct a team of specialists and engineers that handle service resolutions.
• Liaison to provide customer feedback to Senior Management Team
• Knowledge of network maintenance and monitoring processes
• Mentoring and coaching
• Presentation skills
• Salesforce knowledge

Louisville, Colorado

I was responsible for managing the customer expectations and overall customer experience for Front Porch Digital’s performance for all products and services. I was the single point of contact for exception problem management of customer troubles and issues in the areas of order activation, dispute resolution, accounts receivable, adjustments processing and.

Pflugerville, Texas

• Responsible for being the primary post-sales support contact for fiber, data, voice, and content services to 10 Fortune 100 customers with total monthly account billings of $15M.
• Transitioned tactical business relationships to strategic partnerships through face-to-face meetings, conference calls and email for companies such as Microsoft, Google, Facebook, Amazon, Yahoo, Apple, NHL, and Disney.
• Measured, tracked, analyzed, and communicated performance data to clients during monthly and quarterly business and operational reviews with the Clarify and ProClarity internal Report Manager tools, which included.
• Developed Key Performance Indicators to improve service availability on ticketing processes and customer facing portals that reflected the customer’s service expectations.
• Identified, documented, and project managed teams of up to 30 staff from across the organization creating milestones, business review presentations, and service improvement plans for customer portals, facility access.
• Proposed, implemented, and managed operational improvement plans, including overseeing fifteen IT staff that created a service availability standard and efficient backend end-user facing portal, which improved portal.

Broomfield, CO

• Accountable for mediating between the customer facing Network Operations Center and Product Marketing and Engineering. Developed and integrated processes critical for supporting new products, services and acquisitions.
• Drove dark fiber, colocation, and dedicated internet access product launches and triage process improvements by tracing root failure causes across internal departments and external vendors.
• Managed services and support agreement integration projects from Genuity, Inc. into the Level 3 organization for 130 assigned accounts.
• Standardized customer specific operations processes for advanced product sets, improved service management experiences by creating processes that provided greater visibility in to the troubleshooting and triage life.
• Completed Six Sigma training, September 2001.

Broomfield, CO

• Responsible for creating customer facing process documents, enabling them to navigate through various operation support groups. Coached Sales and customer support groups on the implementation of these processes to.
• Created and implemented service management and delivery policy and procedures for 37 Fortune 500 accounts.
• Provided customer services within service level agreements in coordination with the Customer Implementation, Vendor Relations and Assign and Design Teams.
• Created price quotes and account status reports, and provided product details and operational support details during pre-sale customer meetings.
• Traveled to fifteen gateways and trained over 100 sales staff on products and pricing hierarchy.
• Calculated network capacity availability for price quotes in coordination with Sales Engineers.

Broomfield, CO

• Responsible for creating customer facing process documents, enabling them to navigate through various operation support groups. Coached Sales and customer support groups on the implementation of these processes to.
• Created and implemented service management and delivery policy and procedures for 37 Fortune 500 accounts.
• Provided customer services within service level agreements in coordination with the Customer Implementation, Vendor Relations and Assign and Design Teams.
• Created price quotes and account status reports, and provided product details and operational support details during pre-sale customer meetings.
• Traveled to fifteen gateways and trained over 100 sales staff on products and pricing hierarchy.
• Calculated network capacity availability for price quotes in coordination with Sales Engineers.

Graduate, Project Management Certificate Program, 48 Project Management Contact Hours

Completed 15 Hours Towards Ms, International Business

Bachelor Of Business Administration (Bba), Business Administration, Management And Operations