- Ensure high quality customer service at all levels.- Analyze the current customer reporting service and manage initiatives for improving the service.- Develop documentation to communicate and facilitate the reporting process.- Engage cross functionally in order understand and develop new key metrics and reporting for recommendation.- Define efficient handoff of customer metrics to support the billing process.- Yorktel standards to develop/enhance reporting for ad hoc / daily / weekly / monthly/ quarterly / annual delivery.- Develop, document, manage and track timelines for tasks associated with the reporting process.- Serve as the point of contact (POC) for Yorktel internal and external reporting needs.- Provide Trend Analysis and develop / recommend action plans to improve report services and service profitability.- Management and support Business Intelligence infrastructure- Ability to develop business relationships to accomplish organizational goals.

-Provide accurate, consistent, and timely reporting & analysis to leadership-Provide weekly / monthly / quarterly / annual metrics (internal and external)-Standardize Reporting Metrics across all Customers-Regularly communicate metrics, answer complex questions, and respond to detailed inquiries about the report data, during high pressure situations such as short deadlines and Adhoc requests-Provide Trend Analysis and develop / recommend action plans to improve Service Management and Service Profitability-Create Dashboards to demonstrate trends and insights to the management team -Develop Data analysis and data mapping rules-Automate manual reporting processes for faster, consistent & reliable reporting

-Responsible for coordinating operational relationships between York Telecom and clients-Provide weekly/monthly/quarterly statistics to managed service clients-Weekly client calls to discuss technical issues, upcoming VIP meetings, and weekly statistics-Ensure all contracted services are operating at optimal levels of agreement-High level of customer interaction and conflict resolution-Serve as POC for the client and end user-Ensure all services are meeting and exceeding defined Service Legal Agreements (SLA’s)-Develop, document, manage and track timelines for tasks associated with overall engagement

-Global client support including daily conference calls and web monitoring-Daily interaction with key client contacts and support of new business opportunities-Prepare marketing materials for use in client presentations-Produce daily metrics reports and tracking for major client volumes-Produce monthly client revenue reports by product and fee type-Ad hoc reporting and presentations as requested by senior management