Tama Coons Email & Phone Number

Plymouth, MN

• Supported all aspects of Service Delivery and Project Management for a large customer base.
• High level project management, including management of technicians and suppliers.
• Responsible for maintaining company productivity through strategic planning and initiatives.
• Manage all customer requirements for multi-platform business needs.
• Managed project budgets and timelines to ensure profitability and customer satisfaction.
• Performed Accounts Payable and invoicing upon completion of projects.

• Scheduled and managed nationwide cable MAC and Repair requests for US Bank, interacting with the customer and technicians on a daily basis.
• Tracked progress and evaluated work, ensuring it was completed per US Bank’s Service Level Agreement.
• Organized, ordered and shipped materials to sites for work requests.
• Processed subcontractor invoices in PeopleSoft and billed US Bank.
• Provided US Bank with quotes for small projects and MAC work based on site survey results provided by the technician.
• Provided a monthly MTTR report to US Bank outlining MAC and Repair case activity and SLA’s.Additional duties: Backed up the US Bank voice Program Manager by assisting customers with report requests, handling.

• Point of contact for the Cisco MeetingPlace coordinators and conference customers for escalations and other issues.
• Provided monthly billing and metric reports to customers.
• Lead weekly and/or monthly status meetings with customer contacts.
• Provided training and basic troubleshooting to the coordinators and customers.
• Ensured procedures were followed and updated Cisco MeetingPlace team of changes.

• Proactively managed Nortel case activity for Enterprise and Channel customers such as US Bank, FedEx Freight and Home Depot.
• Provided direct support to Enterprise/Channel Program Managers.
• Created documentation of new procedures and update existing ones.
• Interacted on a daily basis with contractors, customers, engineers and technicians.
• Created, scheduled and managed Clarify cases for Out-of-Territory customers.
• Worked with Branch Managers and Senior Operations Managers when escalations or assistance was needed.

• Scheduled, managed and troubleshot audio and data conferences.
• Scheduled, managed, facilitated and troubleshot large, executive style conference calls as the Premier Services Lead.
• Created documentation of new procedures and updated existing ones.
• Opened and dispatched tickets for the Cisco MeetingPlace engineering group, often performing basic troubleshooting steps.
• Took calls for the Video group – opened and dispatched tickets.
• Acted as a back up for the Cisco MeetingPlace engineers and Video group.Some of the projects I worked on were:

• Handled a large volume of calls in a timely manner;
• Scheduling, placing calls, billing, selling, and troubleshootingwithin the Conference Call Center;
• After-hours customer service, selling long distance and audioconference accounts, and fraud reduction.

Journalism And American Indian Studies

Associate In Arts