SUMMARY

Account Manager/Project Management with experience in post as well as pre sale account management, project management and implementation. Adept at issue resolution and offering service recommendations resulting in increased client satisfaction and retention. Productive, organized individual comfortable working in both private industry and government environments.

SKILLS

EXPERIENCE

8/2011 – 8/2012 Confidential,Mclean, VA

Customer Care Manager
Owns and manages all customer communications or escalations pertaining to new install orders for Level3. Managed all aspects of the conversion of sales to revenue for the company. Actively manages all service activation elements of customer orders from order entry through service “turn up.” Communicates order status in a timely manner to customers via conference call, emails and phone calls. Has authority to deviate from defined processes to ensure customer satisfaction and revenue recognition.
Initiates and tracks the timely and accurate moves, adds, changes and disconnects to the customer’s services based on their requests. Owns and creates service delivery and service management performance review presentations. Collects and interprets service performance root cause analysis and corrective actions. Delivers project status and presentations to the customers on a weekly or monthly basis depending upon customer requirements, which is delivered via electronic presentations or in person meetings.
May conduct first bill reviews (new or significant changes in services) with new and existing customers to ensure invoiced charges are accurate for contracted products and services. Assists as an escalation point to customers for billing research, and helps identify root cause of billing disputes. Initiates, develops, and manages action plans to correct and prevent the reoccurrence of specific dispute types, and has authority to approve customer credits within established limits.

11/2010 – 2/2011 Confidential,Reston, VA

Telecom Provisioner
Daily Submitted ASR’s to LEC and CLEC for TNS by way various online systems. Received and coordinated FOC, DLR, CLR, test dates and due dates and updated spreadsheets and various OM databases with milestone date as necessary. Handled escalations up to third level and updated managers as needed.

10/2007 – 11/2010 Confidential, Reston, VA

Business Customer Service Rep II
Serve as first point of contact and liaison for customer technical support and trouble reporting.Responsible for performing initial triage to determine the correct fix agency to address and resolve the customer’s reported trouble with Dedicated IP, VOIP, MPLS,ISDN, IPVC and Private Line services. Triage accomplished by asking probing questions and to begin initial troubleshooting that may involve taking snapshots of circuits using Sprint proprietary web based tool FOCUS to perform Cisco router interface queries on Fractional T1 up to DS3 circuits, checking the status of multilink interfaces to make sure the circuits are in the multilink bundle, checking for errors or over-utilization on the interface and pinging customer’s equipment to ensure circuit availability andlatency. Perform full range of standard professional level work that typically requires processing and interpreting; identify problems and possible solutions and take appropriate action to resolve more complex, less clearly-defined issues. Demonstrate skill in data analysis techniques by resolving missing/incomplete information or inconsistencies/anomalies in more complex research/data. Responsible for generating a trouble ticket on the problem identified, escalating that trouble to the proper fix agency and managing the customer expectations through timely updates on the status of the trouble with the customer contact. Also responsible for closing the trouble ticket upon trouble resolution and customer approval.

Implementation Specialist
Consultant to Sprint Government Services Division (GSD) providing analytical as well as administrative support to IPM on projects as well as coordinating all installs, disconnects and move orders for Federal Government relating to DS1\'s, DS3\'s, OC3\'s, OC12, & OC48 as required and Issuing ASR\'s to LEC\'s. Responsibilities also include coordinating information flow and reporting, creating and maintaining documentation, maintaining and updating databases, validate telecom pricing and billing information, tracking multiple project activities and progress, liaison between project staff, internal / external contacts as well as network and operations till completion of orders / projects. Supports customer, IPM and Sales team to resolve problems with processing orders and to ensure Service Level Agreements (SLA) and Customer Want Dates (CWD) are met.

12/2003 – 5/2007 Confidential, Silver Spring, MD

Consumer Sales / Outside Sales representative
Negotiated requests for installation, disconnection and changes to telephone service in MD/DC/VA/WV. I consistently exceeded over 100 % of corporate requirements for sales and service. I served as management relief which included but not limited to sales reporting and tracking, quality assurance, answering questions from consultants. Handling escalations and assisted management team as Sales Champion. I was a source of expertise for service and system questions among peers in management and associate positions. Two time Diamond Club Winner. Sold advertising in the Yellow Pages to small to Medium size businesses. I also sold Internet advertising.