Profile
Enterprising, energetic individual with experience across multiple
industries reflecting concrete ability to bring people together. Achieves
goals through application of extensive knowledge and experience, guiding
staff through training and development. Listens and communicates with
clients to understand needs and objectives. Strong project management
skills from real life practice; multi-tasking across stakeholder groups,
balancing customer needs with company mission.
Education
Masters of
Business Administration - Marshall University - Huntington, West Virginia
Bachelor of
Business Administration - Marshall University - Huntington, West Virginia
Employment
History
iConnect
Telecoms (Pty) Ltd. - March 2013 to Present - Project Manager/Team Leader
Responsibilities
and Accomplishments:
·
Oversee
project installations of VoIP/Data and VAS
·
Liaise
with clients and stakeholders during installation process
·
Plan
programming for hosted PBX systems
·
Co-ordinate
provisioning and technicians for all installation activities
·
Conduct
programming QA at installation
·
Conduct
end user training at installation
·
Provide
pre-sale consultations and post-installation support, i.e: billing, dispute
resolution, assist account managers with guidance on resolving on-going
issues
·
Supervise
team of provisioning consultants, field technicians, tier 1 support, project
assistant, debt controller, account managers
·
Oversee
training for team on Business Process Optimization software and supervise
entry of data into database to transition billing and cost center analysis to
one system from multiple systems
Scott C.
Godgluck (page 2)
Global
Visas (now IXP Visas) – July to September 2012 - Relocation Consultant
(Sales)
Responsibilities
and Accomplishments:
·
Respond
to web inquiries from clients seeking assistance with travel and immigration
visas
·
Sell
a range of visa solutions to fit client needs
·
Meet
assigned monthly sales quotas
·
Enter
customer data into CRM system
Previous
Experience
(Account
Support, Customer Service, Financial Services – Telecommunications):
During tenure
at MCI Worldcom, promoted through various departments and positions from call
center customer service representative to Carrier Account Service Manager
(CASM). Held positions in finance, billing and collections as well as
service consultant and supervisor before becoming CASM.
Accomplishments
include: maintaining over 90 day receivables under 10% of base total, 99%
on-time billing delivery, maintained 96% plus satisfaction rating as service
consultant on account base during quarterly reviews. As CASM increased
base revenues 25% through revenue retention and added services, and improved
customer satisfaction from 96% to 98% on entire base of wholesale accounts
for the Southeastern US Region.
During tenure
at Medi.net Communications; hired as Customer Service Manager to build
department. After decision to outsource helpdesk functions, managed
that relationship and took on the role of Vendor Relationship Manager to
oversee orders to outside vendors for connectivity between cities as well as
internal phone systems. Worked with software development and network
ops on installation and training with clients to ensure smooth installation
and transition to helpdesk group for on-going support.
Skills:
Software: MS Office (Word, Excel, PowerPoint, Access,
Outlook, Visio), Project Libre, MS Project and other proprietary
systems. Excellent computer skills and learn new systems quickly.
Telecommunications Knowledge: VoIP, Internet, VPN,
Fixed Lines (DSx, SS7, IPL, OCn, Sonet, MPLS, Frame Relay, ATM, Virtual
Circuits), Billing, Order Entry (FOC, ASR – LEC/CLEC), Provisioning, Least
Cost Routing, LEC, CLEC, CAP, IXC, Channelized Circuits, Multiplexing, Line
Cost Analysis
Hobbies and Interests: Fitness, Weight Training,
Hiking and outdoor activities