Accountable for a team of 14 Client Service Managers located across the United States, supporting US and global accounts.Provide leadership, direction, development and coaching for the Client Services organizationJointly working with my team to ensure world-class service delivery to a portfolio of more than 100 clients across multiple verticals and channels. Accountable for driving customer retention and satisfaction across all lines of business

Responsible for development of engineering solutions for Infrastructure and VoIP technologies, including but not limited to Nortel Key/PBX, Cisco Solutions, Belden Infrastructure Cabling, and Valcom Paging; based on specifications set forth by end client through direct communication or RFP format.Performed all Job Costing functions including components, labor, risk and GP allocation. Responsible for the Scope of Work detailing the solution and caveats of each solution, including client and vendor deliverables and expectationsCollaboration with Project Team throughout the lifecycle of the implementation to ensure client deliverables were attained

Support Major Accounts Sales Representatives in Little Rock – Wireline Business Solutions GroupPBX, Key systems, BCM and IP telephony designDiscovery and Design of Nortel Systems and applications, such as, CallPilot, Symposium, Telephony Manager, Remote Office etc.Responsible for Customer Premise Equipment quotes and pricing including installation, maintenance, ROI and RFP processProvided custom pricing for Special Circuits (Frame Relay, MPLS, Pt to Pt, Ethernet, dedicated LD) as well as all components of Alltel recurring revenue offering

Performed needs analysis for Alltel internal customers to determine where functional improvements could be made to improve efficiency, costs and revenue generation. This involved varies steps from development of initiatives to proven ROI.Areas of focus: Instructional design, course development, project management, systems management, reporting/analytics, and classroom-based and distance instruction for internal corporate clients.Improved major contact center product sales by 300% after careful examination and remediation of deficiencies - : - Training Curriculum, both testing and instructional.- Inter-company systems integration for improved productivity and Call Hold time- Created Video and documentation for Process from Call to Sale activity

Responsible for Client Discovery of Infrastructure equipment, circuits and applications.DataBase Write up in preparation for configuration to installed EquipmentConfiguration of installed PBX, VOip and Applications. Troubleshooting as necessary to ensure client operational stability post go liveTraining for Administrative and End User functionality of New System/Applications