Sheila Bowman Email & Phone Number

Fairfax, Virginia, United States

Fairfax, Virginia

Fairfax, Va

Responsible for assisting member’s with membership sales-onboarding, membership renewals, certification sales/renewals, membership roster updates, and online education sales.Works within the customer service team to achieve member satisfaction, revenue generation, and long-term account goals in line with association vision and values.Responsibilities:•Makes Outbound calls to renew memberships, certifications and new member onboarding•Receives inbound calls to resolve various membership requests.•Demonstrate product knowledge in all areas •Makes recommendations to members of the various solutions/products the association offers.•Actively co-maintains member records for the United States along with the Customer Service team.•Resolves product or service problems by clarifying the customer's issue; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.•Recommends potential products or services to management by collecting customer information and analyzing customer needs.•Prepares product or service reports by collecting and analyzing customer information•Works as needed with the various departments to ensure member needs are met.•Maintain contact with all members in the market area to ensure high levels of member’s satisfaction.

Leesburg, Va

*Part-time-Front end manager*Managed 23 cashiers, baggers, outside loaders and all staff in departments open until closing*Ran closing reports for Western Union, Money orders, Registers, deposits,clerical administrative work related to customer service*Inform staff of policies and policy changes*Ensure that the store runs smoothly and that other workers arrive on time and stay within the guidelines of the company*Must preform mandatory audits on cash registers balance at the end of each working shift. *Liaise with all store associates, including suppliers, and report to higher management. *Resolve disputes and processing requests for customers.

Ashburn, Va

Act as lead for first level technical support for clients’ end users, via phone, chat, email and web. Responsibilities include monthly QA of teammate cases for accuracy, taking care of case management when the manager is not available, processing orders, preparing correspondence, and diagnosing technical issues experienced by users. Having a thorough grasp and understanding of video and files based workflows as well as service center workflows, and of the core DDC applications; understanding instructions and pre-established guidelines. Work with clients on a day-to-day basis. Implement established guidelines and protocols in working with users. Complete service reports to ensure issue resolution, call center quality control. Respond to Service Requests through approved channels to the Customer Support Center in a timely, accurate and professional manner. Meet established metrics to support ahigh volume of user issues and maintain a high level of efficiency. Assisting with training of new employees, assist teammates with complex issues, andprocessing billing issues

Manage projects beginning to end regarding circuit installations ensuring on time delivery of service to customer site. Verify information sent in by sales with clients; start order process for provisioning to the LEC. Give weekly status updatesto customer, sales, and manager. Order types included site migrations, major equipment upgrades, and equipment installation. Also acted as back up for disconnect orders and price quote requests and pricing mark-ups

Perform provisioning activities for the MCI switched access and VOIP networks.Maintain trunk group utilization and blocking standards, telco cost savings projects, and evaluate capacity requirements for tandem and direct end office trunking. Analyze and submit traffic routing plans, create/track access service requests, order and coordinate access capacity from local telephone providers, manage network grooming activities, and coordinate network re-configuration projects.Follow up on all issues related to switched access/VOIP capacity problems. Interact with a multitude of provisioning and switch database systems and interdependent MCI organizations to execute different functions

Review and code and enter all invoices for Openband. Track all purchase orders for two divisions. Verify cost and tax for purchases, and validate, with Authorized Purchasing Agents, Vice President, and Marketing Director, that purchase is legitimate.Track overhead charges on a monthly spreadsheet for submission to the Deputy Financial Manager.Full charge of Access Services and Cost Distribution: Task includes verifying and approving charges for telephone, video, and data services are within contract agreement. Supply an explanation and breakdown for charges per invoice, and explaining any fluctuations. Ensure all charges paid were recovered throughrevenue when applicable. Track all charges on a monthly spreadsheet. Made sure all cost is coded to correct division and cost code.

Provision Internet and private line services to CWI customers in a timely, accurate, and cost-efficient manner. Install and test the most complex circuit designs. Provide pro-active status reporting throughout the life cycle of all implementation to Sales and the customer. Responsible for coordinating with vendors, POPS, and other internal departments