2002              Northern Virginia Community College/ICTS, Network + Training                                                 Alexandria, VA

 

2001              Northern Virginia Community College/ICTS, Computer A+ Training                                                 Alexandria, VA

 

1999              Marymount University, Bachelor of Business Administration                                                                 Arlington, VA

 

 

Software Knowledge: Microsoft Access, Excel, Outlook, PowerPoint, SharePoint, Visio, Word, Microsoft Office Communicator, Microsoft Lync, Adobe Acrobat, Nuance PDF Professional, Cisco Call Manager, Lotus Notes, JD Edwards EnterpriseOne, Oracle11i, PeopleSoft, Remedy, SalesForce, Windows OS XP/7, Microsoft Internet Explorer, and Internet Mozilla Firefox

 

Foreign Language: Spanish (fluent)

 

 

2007                            JDS Uniphase Corporation | Order Processing Award

 

2006                            JDS Uniphase Corporation | Customer Service Award

 

2000                            Qwest Communications | Customer Service Provisioner Award

 

1999                            Qwest Communications | Customer Service Provisioner Award

 

 

2012 - Present              Kforce, Incorporated, Order Manager - AT&T Government Solutions, Inc.                                                    Oakton, VA

-           Managed IP telephony port out request (i.e. voice and fax TNs). Escalated both internally and externally, in order to meet AT&T’s federal agency conversion dates.

-           Ordered blocks of Direct Inward Dialing (DID) TNs, submitted Customer Service Record (CSR) requests, and received Firm Order Confirmation (FOC) dates from telecommunication carriers. Submitted Plain Old Telephone Services (POTS) and Primary Rate Interface (PRI) purchase orders and coordinated its turn up.

-           Supported AT&T personnel (i.e. Field Engineers, Project Managers, and Sales Engineers) to ensure that resources were readily available for Cisco Voice-Over-Internet Protocol (VOIP) transformation.

-           Utilized an array of AT&T databases and input order updates via MS Excel, Word and SharePoint for purchase order placement and tracking purposes.

-           Placed telecommunication orders based on specifications from AT&T engineers for the implementation of Cisco Unified Communication Management equipment.

 

2011 - 2012              Meso Scale Diagnostics, Customer Service & Order Representative                                          Gaithersburg, MD

-           Addressed and documented customer inquiries and complaints and provided prompt solutions, as well as forwarded client concerns to the appropriate departments within the company.

-           Coordinated and communicated order status updates throughout the order process cycle to facilitate order fulfillment and invoicing, and provided product information, pricing and ordering information to prospective customers, thus augmenting their knowledge of company’s product lines.

-           Processed customer quotes and orders, accurately entered customer contact and product information into Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems (i.e. JD Edwards EnterpriseOne and SalesForce), and tracked and updated shipping information to sales representatives and other internal departments.

-           Calculated and quoted pricing and discounts from pricing guidelines and tables.

-           Performed data entry and database clean up and audited projects as required by management.

 

 

 

 

 

2006 - 2008              JDS Uniphase Corporation, Customer Service Support Specialist 3                                          Germantown, MD

-           Proficient in order management skills (i.e. processing purchase orders with net terms, credit card requisitions, and Letter of Credit (LOC) payments) from domestic & international customers procuring telecommunications products.

-           Accurately verified and analyzed complex purchase orders into ERP database systems (i.e. PeopleSoft and Oracle11i) to initiate manufacturing of test and measurement products.

-           Assisted Accounts Receivable, Collections, and Customer Service departments in resolving audit and order discrepancies. Generated commercial invoices and interfaced with freight forwarders and couriers regarding export shipping requirements.

-           Coordinated with JDS Uniphase stakeholders (i.e. Accounting, Marketing, Operations, and Shipping) and manufacturing centers based in-house and overseas, to meet requested arrival dates.

-           Performed JDS Uniphase pre and post-sales support for sales representatives, such as reviewing purchase orders for Sarbanes-Oxley (SOX) compliance, acknowledging sales orders, providing tracking information, and supplying proof of product delivery documentation.

 

 

2002 - 2006              JDS Uniphase Corporation, Bilingual Customer Service Advocate                                            Germantown, MD

-          Communicated via e-mail, fax, telephone, and web messaging, in a fast-paced in-bound and outbound Cisco Manager 4.x call center environment, with domestic and international customers, sales representatives, and channel distributors based in US and abroad.

-          Utilized software ticketing systems (i.e. IBM Lotus Notes and Remedy) to document and prioritize customer inquiries, order status, and quality analysis of telecommunications products.

-          Issued verbal and written price quotes to customers, submitted credit card requisitions, and worked in partnership with company’s stakeholders (i.e. Operations, Purchasing, Receiving, Service Centers, and Shipping) to drive customer satisfaction and meet lead times.

-          Main-point-of contact for international service centers regarding repairs, calibrations and upgrades of telecommunications equipment. Assigned Return Material Authorizations (RMA) for services and Return of Finished Goods (RFG) to credit accounts.

-          Submitted replacement orders to order management, classified as in-operable by the company’s Technical Center, for defective telecommunications products.

 

2000 - 2001              Nortel Networks Corporation, Customer Support Representative                                                Alexandria, VA

-           Offered customer service support to WorldCom’s account team for deploying Nortel Networks Synchronous Optical Network (SONET) equipment

-           Multi-tasked among Microsoft Office Suite applications (i.e. Excel, PowerPoint, Visio, Word, and Outlook) to assist Nortel Networks Operations and field engineers, deploying and activating WorldCom’s ring network nodes.

-           Escalated orders within Nortel Networks departments in order to meet WorldCom’s committed installation timeframes.

-           Collaborated externally with WorldCom’s Implementation groups and internally with Nortel Networks departments, such as Operations, System Engineering, and Transport Sales.

 

1999 - 2000              Qwest Communications, Network Provisioner Level IV                                                                 Arlington, VA

-           Provisioned broadband circuit orders on Qwest’s SONET network for telecommunications customers purchasing point-to-point and long-haul circuits, and provided status to Qwest sales engineers via Qwest’s internal database system.

-           Lead high profile clients, such as Charles Schwab, Delta Airlines, Microsoft Corporation, and consistently activated telecommunications circuit orders ahead of schedule.

-           Interfaced with a variety of telecommunications carriers (i.e. AT&T, Bell South, Level 3 Communications, Verizon, and XO Communications) and its internal departments (i.e. provisioning, ring operating centers, and network engineers) in order to meet turn up commitment dates.

-           Prepared & transmitted Access Service Requests (ASR), reviewed Firm Order Confirmations (FOC), and created Design Layout Records (DLR) via MetaSolv database system on Qwest’s SONET network.

-           Cooperated with multiple Qwest departments (i.e. Point-of-Presence field technicians, Ring Operating Center, and Transportation) to coordinate the installation of metro and long-haul circuits.

 

 

Provided Upon Request

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