Single point of contact for One Cloud customers for resolving issues, providing monthly metrics reporting, and ensuring overall customer satisfaction. Engaged in pre & post sales activities along with Account team.Assisted in developing SOW for new customer accounts.Provided regular updates to customer during the incident resolution cycle and assisted the technical teams in driving adherence to SLA’s.Managed customer in all aspects of and under any circumstances if critical, aligned with management of internal resources, appropriate escalation, and ongoing communication with all parties.Managed all Incident, Request, and Change and associated Escalation processes.Took ownership of Major Incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review in line with Client Major Incident Management process.Monitored and assessed performance monthly with prepared reports for SLA, Incident, Inventory, SLA, Change Request Performance, Incident Notification, Customer Change Request, and Traffic Study and presented to customer each month. Hosted weekly client facing calls to ensure alignment and customer satisfaction.Utilized strong customer relationship management skills to maintain client satisfaction mitigating customer complaints, and managed escalations and related issues to drive resolution in a time manner.Managed service delivery expectations.Developed long lasting and effective relationships with clients by providing on-boarding, in-depth training, and continuous technology support.Collaborated with business executives to discuss and understand IT problems negatively affecting operations.

Reviewed, booked, and managed sales orders for Solution Partners.Maintained professionalism including accountability, accuracy, and a level of urgency to ensure timely submittal of orders.Submitted orders on various Carrier portals and via CRM.Worked with limited supervision and in teams. Collaborated with Sales and other cross functional departments including Billing, and Partner Support teams.Forwarded and followed up of incomplete orders for further processing.Maintained positive customer relations by providing timely responses to partner inquiries on outstanding orders and implementation. Performed status checks on orders from various Carriers to ensure continuous and uninterrupted flow throughout order lifecycle. Managed multiple projects and work assignments.Other administrative duties as assigned by Manager.

Single point of contact for entire customer base.Welcomed new clients and educated them on Voice, Data & Cloudproducts and services.Presented quotes to C-level executives and decision makers.Scheduled kick-off calls to confirm project scope ahead of installation tounderstand customer expectations and important details.Provided timelines for implementation of services to customers andalerted them of changes or updates frequently to uphold satisfaction.Led customer status meetings to address issues and deliverrecommendations for effective resolution.Reached out to customer at 120, 90, 60 and 30 day intervals to renew contracts.Negotiated new contracts as needed.Identified issues and made potential solution recommendations asproblems developed, enabling quick project modifications.Educated clients by explaining all technology issues in terminology thatwas simple to understand.Exceeded reterm and upsell goals with consultative selling of productsto assist customers in meeting their needs.Hosted weekly, monthly, and quarterly customer calls as needed.Performed quarterly business reviews to reduce churn and maintain positive customer relationships.

Managed the delivery of IT, Data and Voice solutions for large revenuecustomers, acting as the single point of contact.Managed the entire lifecycle delivery of services: order entry, ordervalidation, tracking, service activation, test & turn up, and MACDordering.Interfaced with internal and external customers, and cross-functionalteams that included engineering, sales, provisioning, and vendors tosuccessfully implement projects within timeline and budget constraints.Utilized strong customer relationship management skills to maintainclient satisfaction mitigating customer complaints, and managedescalations and related issues to drive resolution in a timely manner.Managed service delivery expectations.Developed long lasting and effective relationships with clients byproviding onboarding, in-depth training and continuous technologysupport.Collaborated with business executives to discuss and understand ITproblems negatively affecting operations.Developed training materials to reflect newly established process changes.

Forecasted and prioritized daily support requests for repair, installation, major moves, adds and change orders.Coordinated the maintenance support activities at the customer site or remotely from company locationAssessed force qualification requirements based on anticipated incoming customer work items and recommended necessary training or identified force movement to meet needs. Organized technical and administrative support activities including installation, repair, preventative maintenance, construction, material management or engineering change upgradesEnsured that all functions are performed in a timely fashion and meet customer and company specifications. Made scheduling recommendations for field personnel responding to critical situations.Complied with applicable FCC Network outage reporting requirements.

Processed MACD (move, add, change and disconnect)order.Processed complex Advanced Feature orders.Assigned as SME for 179 Disconnect team.

Received inbound calls from residential and business customers.Investigated and resolved billing inquiresManually processed mechanized adjustments on customer accountsAuthorized and disbursed payments for a $2.25 billion annual budget for the Erate program.Processed reimbursement checks received from Schools and LibrariesPartnered with Finance and A/P to investigate outstanding check issues, escalationsPrepared monthly reconciliation spreadsheetAnalyzed USAC paperwork to ensure accurately Appointed FCC Advocate which involved investigating and resolving complaints from FCC, PUCO and other utility companies.