Lead, Complex Order Management Analyst Resume Charlotte, NC - Hire IT People

SUMMARY:

Comprehensive understanding of Telecommunications, Sales Support, Client Services and Order Management.
Strong project management and account management skills
Proven ability to deliver results in a fast paced environment
Robust interpersonal and communication skills
Highly motivated and eager to tackle new challenges
Expert Microsoft Office Suite and Salesforce.Com user
Bilingual: English and Spanish

PROFESSIONAL EXPERIENCE:

Lead, Complex Order Management Analyst

Confidential, Charlotte, NC

Responsibilities:

Serve as a point of contact for first level escalations and a resource for inquiries from Channel Sales Agents and Internal Boundary Partners.
Identify and remedy issues delaying order fulfillment.
Provide necessary process and procedural training for new and existing internal employees.
Facilitate face to face paperwork and procedural training sessions for new employees of Master Agents, as needed.
Perform preliminary contract quality control review and assign new orders to team members within 24 hours of receipt.

Order Management Analyst

Confidential, Charlotte, NC

Responsibilities:

Handled pre - sales, quality control, and order entry for complex products, such as fiber based Voice and Data telecommunications solutions.
Conducted weekly conference calls with Master Agents and Channel Managers to track and resolve rejection issues with orders in flight.
Worked on special projects as needed.
Remained abreast of dynamic company product offerings and order entry proceedures.

Order Entry Coordinator

Confidential, Charlotte, NC

Responsibilities:

Performed quality control checks on contracts for new orders and communicated effectively with Sales Agents to obtain additional information as needed.
Accurately entered order data into SalesForce.com for coax based High Speed Data, Voice, and Video services.
Tracked new sales through the Order Life Cycle, correcting rejects and assisting with issue resolution.

Sales Coordinator

Confidential, Charlotte, NC

Responsibilities:

Generated reports from Sales Force, on a daily and weekly basis, to track revenue and outstanding orders for commission and forecasting purposes.
Served as a liaison between Channel Managers, Sales Agent and Order Fulfillment to minimize installation intervals.
Proactively sought ways to improve existing business processes.
Communicated with internal and external customers to quickly and efficiently resolve escalated customer concerns.
Supported and assisted Channel Managers, as needed, to ensure all paperwork requirements were met prior to submitting new orders.

Order Management Representative

Confidential, Charlotte, NC

Responsibilities:

Coordinated post-sales installation of services for Business Class customers.
Communicated with Internal departments to ensure all tasks related to orders are completed.
Maintained performance goals to meet the on-time contractual obligations for installations and notify customers of any changes or updates.
Processed multi-site orders as assigned.

Bi-Lingual Customer Care Professional

Confidential, Charlotte, NC

Responsibilities:

Accurately answered customer billing questions and explained payment timetables.
Resolved issues with converter boxes, remote controls, and modems and scheduled service calls when necessary.
Processed work orders for new service or service changes using ICOM’s.

Tier III Technical Support Representative

Confidential, Charlotte, NC

Responsibilities:

Provided technical support for a project to convert 350 ATM’s to the Confidential network
Recognized and differentiated between faulty hardware and errors with software configuration.
Maintained excel spreadsheets; updating them daily with project progress.
Met and exceeded daily phone productivity requirements while still providing excellent customer service.

Office Manager

Confidential, Charlotte, NC

Responsibilities: