Wanda Waters Email & Phone Number

Culpeper, Va, Us

Culpeper, Va, Us

• Create and maintain Mission Area profiles reports which shall document customer agencies’ mission and high-level organizational structure, their legacy and EIS telecommunication services, their IT support structure, and how they use telecom services to support their mission.• Understand customer requirements and provide guidance to MAs on USDANet services and the ordering process. Initiate and track orders from requirements gathering through service implementation on a weekly basis to include but not limited to the following tasks:o Validation of customer requirements per site/service and ensure ENS technical branch approval.o Send requirements to Lumen to generate quotes.o Perform thorough review of Lumen quotes and (including CLINs) for accuracy and completeness and share quotes with customer and other ENS groups to move the order process to the next step.o Support the scheduling of site visits for surveys and installation.o Ensure constant follow up w/Lumen and the customer and report status on all orders. This process requires a thorough understanding of EIS services, the CLIN structure, and close coordination between Lumen, ENS branches, and customer agencies.• Prepare a report documenting trends such as the average turnaround time for orders, how many errors are contained in quotes received, and how many orders require Task Order Modification.• Provide a weekly status of new orders and of existing orders utilizing the ENS Urgent Emergency Request Tracker (UER Tracker) in accordance with ENS SOPs.• Develop and continuously update plans for legacy service disconnects (at site and service levels) and ensure customer agencies are prompt in their disconnects resulting in a monthly disconnect report.

Reston, Virginia, United States

As a key member of the (SFOB) team, the Service Order Analyst is responsible for the tactical order process within the Service Operations function. In this role, I am responsible for day-to-day activity of the Service Order Management department. The Analyst will lead the process that provides Service Order Management services for multiple USDA and Agencies. In this role, I am also responsible for managing KPI (Key Performance Indicator) and metrics, process improvement, SOP creation, and serving as a SME and project owner on department-related enhancements. Ensure order compliance to agreed customer defined SLAs and company standards Additionally, there will be a need to get into the trenches to work orders, clear roadblock and manage escalations.Order status maintenance including order expedites, order cancellations, backorder resolution, and customer escalations.Quality monitoring, including but not limited to, assisting with invoice reconciliation and billing, standard operating procedures, FAI process, site openings, forecasting, and demand planning, as applicable.Work collaboratively with other Service Operations, Service Assurance, and the Network Operations team members.Handle telecom and technology order maintenance and error queue troubleshooting and issue resolution.Interact with key client contacts to provide information and strengthen partnerships.Continually pursue opportunities to improve processes and work with organization to identify areas for process improvements and cost reductions.Ensure key performance indicators are met for each account while exceeding all customer service expectations

Reston, Va

As a key member of the team, the primary responsibilities of the Senior Service Delivery Specialist (SSDS) are to interface directly with the customer and complete requests for new service. The position is also responsible for maintaining records of activities and coordinating service order activities with ILEC’s, CLEC’s, IXC’s, remote hands technicians and other internal groups. With Apcela's global presence, the SSDS must also be able to effectively communicate with international customers, providers and work within the local time zones. Handling of larger complex orders that support multiple products and servicesPoint of contact for the Customer during the entire project cycle for all assigned projects Oversee day-to- day operations in a fast paced client facing environmentProvide administrative support for sales, marketing and finance teamsEnsure teams are meeting and exceeding the established SLA’s and contractual obligationsCultivate strong relationships with customers, vendors, marketing and the sales operation teamsResponsible for project reporting to include preparing necessary status reports, preparing project data for project meetings, and ensuring timely collection and interpretation of schedule data within the project database.Support and advise on forecasts, risks, tracking, analyzing and reporting project schedule data ensuring that issues and risks are managed and understood Identify, report and communicate all critical updates and milestones to senior management in a timely mannerEffectively update and ensure QC of client related information within Salesforce CRM tool.Responsible for Salesforce administration including configuration, report creation, dashboard creation, automated notifications, and workflows.Conduct and document weekly status meetings with customers and vendors Document and identify new ways to optimize current sales processes and procedures by participating in Sales Operation and Marketing trainings

Herndon,Va

Validate and project manage opportunities and orders through the Corporate order processing application (Salesforce.com)Conduct weekly meetings with certain customers/divisions/sales reps to resolve any issues, creating and managing action items to ensure problem resolution.Proactively manage order process to ensure order fulfillment by generating reports, analyzing information, obtaining proper updates from necessary party, communicating with necessary party and ensuring information is updated in system appropriately.Provide Support for the National Partner Customers to include acting as the interface between the TWC Regions, National Customers and National Channel Managers.Responsible for the communication of National Sales’ methods and procedures to National TWC Partners and Road Runner divisions to ensure compliance.Coordinate information flow between National Sales TWC Partners and TWC Regions.Proactively obtain order updates including serviceability status, install dates, construction status and additional required information and communicate to necessary parties.Participate in conference calls with National Channel Managers and TWC Partners to communicate process and procedures and capture customer needs ensuring process and procedures are designed to fit the customer needs.Cooperatively work with Billing and Receivable Management team and other departments to provide specific reports to respective parties. Reports will be generated via CRM database as well as aggregating data from multiple sources.Analyze reports to proactively identify outstanding orders and take action to fulfill.Train TWC Partners on existing and new modules of CRM database; Assist in ensuring all training documentation is up to date and accurate.