Vikki Berrien Email & Phone Number

Boulder, Co

• Proactively worked to prevent billing, service delivery, and service performance issues by closely collaborating with internal teams to resolved customer questions, disputes, and escalations in the manner that was effortless for the customer..• Worked with Sales and Product Management teams to identify win-win solutions to customer issues.• Identified opportunities to streamline processes that improved the customer’s experience.• Organized and coordinated project kick-off calls to provide an effortless implementation of customer projects.• Reported customer performance metrics both internally and externally.• Conducted face-to-face Operational Reviews when requested; which included network reliability, service delivery, billing and other relevant topics tailored to the customers’ requirements• Managed implementation projects for assigned customers, overlaying internal service delivery teams to ensure an effortless delivery experience.• Audited and maintained assigned customer contact records in Salesforce. • Helped to Influence increase in billing run rate (BRR), quarter over quarter.• Worked cross functionally with Zayo teams driving credit request approvals.• Progressively developed a strong business relationship with all supported customers.• Assisted in mentoring and training new team members.• Partnered with the NCC in addressing customer concerns regarding network reliability and proactively monitor service to ensure reliability increases to the customer’s satisfaction.• Independently managed customer’s deliverables successfully.

Monroe, La

• Partnered in a team environment and independently managed and documented all aspects of one or more technical project(s) that were either tactical or strategic in nature and was involved in one or more functional area.• Developed plans and managed implementations of activities for multiple, moderately complex projects/programs or a single complex project/program for external/internal customers• Provided technical direction to engineering projects and services in an assigned area, from design to start-up.• Responsible for budgeting and expense control for projects.• Accountable for timely project completion and delivery.• Prepared financial analysis to support and assess project/program financial impacts.• Developed project progress and status reports.• Gathered requirements, removed roadblocks, updated project site, and managed daily meetings, communicated status and metrics to leadership groups.• Regulated 251 Collocation MN,IA,ND,SD,AZ.CO,ID,MT,NM,OR,UT,WA.WY

• Provided support for enterprise Ethernet installs•Provisioned Ethernet Access Managed Services (EaMIS) and Virtual Private LAN Services OPT-E-WAN).• Ensured that all escalations were handled and communicate to all groups involved to move the orders forward.• Accountable for timely project completion and delivery.• Utilized all tools required to complete the provisioning on orders.• Developed project progress and status reports.•Tested and turned up on all circuits and ran ping test in Juniper, Cisco switches, BGP static rout, mac swaps, SCT live, EGS Layer 1 and Layer 3 support.• Tested with Onsite at the CO on MSP cards, Single mode fibers (LX) and nullity mode fibers (SX).• Differentiated between orders to ensure they are labeled correctly for testers and LECS for timely completion.• Tracked and managed all orders from beginning to the end of cycle to ensure accuracy and completion.• Provided jeopardy codes to the orders when necessary to keep teams informed on completion.• SOA, CSG and NPAC. Support the QWEST IMA, CPOSS and SOA

• Provided support for enterprise Ethernet installs• Responsible for resolving customer technical issues and outages utilizing all available support resources • Ensured the project scope and changed control processes were understood by all team members and adhered to in accordance with Edge-to-Edge standards.• Generated status reports and updated scorecards per standard processes.• Submitted RNC freezes, check for freeze violations• Supported existing rehome processes and assist with process improvement as subject matter experts.• Provided service path visibility by identifying, documenting and reporting rehome related• Network Planning & Engineering (NP&E), National Edge-to-Edge PMO, etc.

• Supported sites in identifying and documenting of issues related to rolling out of the CS2PS.• Supported circuit switch, BTS and hybrid telephony provisioning platforms.• Managed NIM system and all telephone numbers, Network Inventory, Service Area Inventory, Facilities, and Network Elements.• SOA, Remedy, CSG, BACC, ETS, NPS, Safari, Order Path, ICOMS Macros, Arpeggio LERG• Nodes in database, Tables, Transport Medium, Copper Pair Cable, Coax cable, Fiber Cable, Fiber Cables.• Billing Operations Support Service Inventory and Provisioning Support: Supporting sites in identifying and documenting of issues relating to the rolling out of the CS2PS (Circuit to Packet Switch) process, CS2PS (Circuit to Packet Switch) process, implementation and application development and application development. • Support for circuit switched, BTS and hybrid telephony provisioning platforms.• Gathered requirements, removed roadblocks, updated project site, and managed daily meetings, communicated status and metrics to leadership groups.• Manage NIM system and all telephone numbers, Network Inventory, Service Area Inventory, Switch Facilities, Network Elements and Nodes in database, Tables, Transport Medium, Copper Pair Cable, Coax cable, Fiber Cable, Fiber Tube Cable, LEN and Gateway Controller Cards, DCM HEM moves in the TeleNet Service Broker Switch, Reports, MFT Maintenance move From and To, Line Equipment CSG, ICOMS Macros Arpeggio LERG, HSI Tools. This includes documenting issues with the flow through ICOMS into the service broker work flow engine and the circuit switch telephony network. • Using OAM&P for the WMS (Wireless Management System) UIM Wireless database –RNC 5200 and ALU on completion. RCN 7670. Daily management on the NIM data base and manage the LNP NOC box using DEST SOA, CSG and NPAC. Support the QWEST IMA, CPOSS and SOA.

Bachelor'S Degree, Business Administration And Management, General

Bachelor’S, Business Administration And Management, General

Phlebotomy Technician/Phlebotomist

Phlebotomist