Internet Service Provider Resume Camden Point, MO - Hire IT People

Skills/Experience

Team Management

Seven plus years of experience supervising a team of fifteen to twenty three members. Responsible for customer relations and issue resolution, product delivery intervals, system training, and developing & implementing standardized policies and procedures. Liaison between my team and the field sales team, reporting monthly revenue, communicating process changes, and escalating deals.

Systems, Networking, & PC Knowledge

Exceptional knowledge in the area of computers. Proficient with applications such as MS Office & Outlook. wireless routers (Netopia & Cisco) & networks, troubleshooting, VPN, IP management, web hosting, database management, and web site & domain name service.

Telecom/Internet Service Provider

Six years of experience in telecom service delivery, providing both data and voice products to small business customers. Consistently exceeded customer Service Level Agreements as well as hitting team and personal goals. Skilled in working with facilities vendors, network aspects, telephone line installation, customer premise equipment and end users.

Consumer Finance

Solid background in consumer finance products such as personal loans, credit cards, personal loans, and first & second mortgages. Experience in reviewing credit bureau scores, verifying income via tax returns, and approving credit using income to debt ratio.

Education

B.S. Marketing

Career History

Confidential, Olathe, KS, Feb 2007 - July 2011
Product Support Supervisor - 2nd Shift

Responsible for a team ranging from 18-23 agents
Duties include monitoring call/email metrics, administering monthly coaching sessions & year end evaluations, completing quality checks for calls & email responses, and training 2nd Shift employees.
Main customer point of contact for escalations

Confidential, North Kansas City, MO, June 2006 - Feb 2007
Residential Service Manager

Dispatching a team of 22 union service technicians in the KC area.
Completing job site installation quality checks.
Helping customers with technical assistance.
Answering service calls and completing product orders.
Maintaining and staging warehouse and job site inventories

Confidential, Kansas City, MO, Mar 2004 - May 2006
Complex Order Management Supervisor

Managing and maintaining a provisioning team for aDSL, sDSL, T1, VPN, integrated data/telephone services, web-hosting, and email/domain names.
Working customer escalations.
Maintaining 95% quality.
Lowered aDSL interval from 31 days to 22 days (signed to billed).
Completed a monthly average of 260 aDSL orders.
Successfully implemented and launched Birch VPN
Maintained acceptable service level intervals.
Managed a team of 10-12 install coordinators

Confidential, Kansas City, MO, Sept 2000 - Mar 2004
Complex Services Cutover Coordinator

Provisioned the following Internet data products; aDSL, sDSL, T1, ISDN, VPN, DNS service, web hosting products, dial-up accounts, and email accounts.
Scheduled and monitored DSL, T1, and ISDN installs.
Worked with customers on moves, account changes, and deactivations.
Providing trouble-shooting after completed install along side tech support.

Confidential, Overland Park, KS, Apr 1999 - July 2000
Credit Manager

Loan underwriting with a limit of $125,000.00 in the Marine & RV industry.
Assisted home office credit with decisions up to $300,000.00, reviewing the customer's income statements, including S Corp. documents.
Completed dealer solicitation calls to discuss current open applications, trends in the Marine & RV industry, and competitor comparison/analysis.

Confidential, Overland Park, KS, Dec 1997 - Feb 1999
Credit Manager

Responsible for selling consumer financial products over the phone and in the office via face-to-face meetings
Reviewed credit bureau scores, customer debts, and customer assets.
Assisted the Branch Manager & Home office with loan decisions.
Completed dealer calls along side the Branch Manager.
Collected on accounts 30 days late and older.

Confidential, St. Joseph, MO, Feb 1997 - Dec 1997
Market Research Analyst Intern

Primary duties included market research in the Plastics and Natural Gas Industries.
Completed market surveys with business owners and CEO's, each lasting up to 1 hour each.
Assisted the marketing team in compiling data and completed industry study chapters.

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Internet Service Provider Resume

Camden Point, MO

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