|
November
2013 – February
2014
ACN, Inc.
Concord,
NC
Level
2 Provisioner
ESSENTIAL
DUTIES AND RESPONSIBILITIES
include the following:
Ø Responsible for reviewing customer LOA’s and
current CSRs in order to submit system orders to turn up customers on ACN’s
platform.
Ø Review customer CSRs to determine BTNs and Centrex
accounts. ACN does not support Centrex accounts. All Centrex
numbers have to be converted to pots lines when transferring over.
Ø Sending Port request to losing LECs prior to
assuming services onto carrier platforms associated with ACN.
Associated Carrier platforms include ATT, Qwest and Verizon.
Ø Making sure escalations are responded to in a
timely manner as priority 1.
Ø Working with customer service to provision request
to a customer’s service such as adding or remove features to their line,
updating voicemail service, sequential hunting and directory listing
requests.
September
2007 – November
2013
Paetec/Windstream
Charlotte, NC
Disconnect
Provisioning Representative Tier 2
ESSENTIAL
DUTIES AND RESPONSIBILITIES
include the following:
Ø Managing the outsource company (PRODAPT) and
hosting training webinars to make sure they have the process down for ASR
submission as well as assigning their tasks and keeping track of their work
completed.
Ø Ability to perform ALL of the following functions.
o
Disconnect PSR creation, tracking, and customer billing
updates.
o
Disconnect voice services which include removing switch
translations, Toll Free disconnection and releases, switched LD removal,
adding call intercepts, changing BTNs, and local number port out
processing.
o
Disconnect data services that include removing
engineering from our data routers and switches. Types of services would
include Internet, VPN, and frame relay. In addition, removing engineering
that would include network-to-network interconnections (NNI’s) such as
Ethernet, MPLS / VPN, and point-to-point facilities.
o
Disconnect facilities PRIs/T1s/DS3s and directory
listings. This includes all ASR / LSR submissions from beginning to
completion while updating our OSS systems with relevant FOC information. In
addition, performing LOOPBACK functions and removing cross connects within
PAETEC DACs.
Ø Responsible for ensuring the disconnection of
service with accuracy and timeliness to include traffic notifications and
disconnect date clarifications. Responsible for the scheduling and/or
re-scheduling of customer requested due dates as a result of changing
requirements.
Ø Monitor work-in-progress, in all pertinent
databases, for timely performance of procedures and activities related to
disconnection of service, within established intervals.
Ø Initiate appropriate levels of escalations, both
internally and externally, on orders in jeopardy of missing due dates.
Ø Responsible for being the liaison between the
carriers and PAETEC support personnel, on all matters related to service
disconnection, local and toll free number releasing / port out
procedures.
Ø Responsible for the coordination, as needed, for
team members and cross-functional support departments to ensure timely
disconnection of services.
Ø Provide trouble-shooting support to NOC,
Operations, Solutions Engineers, and/or Account Development.
Ø Coordinate reinstatement of customer’s services
when needed. Initiate appropriate levels of escalations, both internally
and externally to help ensure the reinstatement of customers services.
Ø Maintain database with current information
regarding status of orders, this includes confirmation dates; order
numbers, circuit IDs, notes, etc.
Ø Support and/or participate in the organization’s
continuous improvement efforts.
Ø Special projects and other duties as assigned.
Ø Managing the DISCO queue and all escalations that
are received.
Ø Distributing emails received in the Service
Disconnection Emailtopia
Ø Working Translations task to remove data and
numbers from our DACS.
Ø Learning new processes brought to the Disconnect
Group and responsible for training the other employees on these new
functions.
May 2006
– September 2007 Family
Dollar
Charlotte, NC
Roofing
Coordinator
Ø Dispatch work orders that come into the call center
regarding roof and structural damages to the store locations
Ø Contact Landlords or local contractors to schedule
dates that repairs will be made and keep the store managers informed so
they are prepared.
Ø Follow up with the stores to make sure that the
work has been performed.
Ø Contact the contractors and Landlords and write
formal letters to create a paper trail for future referencing.
Ø Use good multi tasking skills and organization
skills to ensure a smooth flow in daily routine.
Ø Researching legal documents and lease information
to ensure the appropriate party is responsible for financial cost of
repairs.
July
2005 – November 2005 Time Warner
CableCape Coral, FL
Call
Center Representative
Ø Answered incoming calls from customers regarding
their cable and internet problems. Entering work orders into the
data-base for dispatch to the customer locations.
Ø Assist company with the sales of their products by
up-selling on every phone call
Ø Utilized good customer service skills to ensure
that the customer would remain with Time Warner for all their TV and
Internet needs.
February
2002 – July 2005 Navy Federal Credit
UnionVienna, VA
Call
Center Account Specialist
Ø Handle daily questions and concerns of our members
regarding their credit card, checking/savings, loans and equity accounts.
Ø Use good customer service skills to ensure that the
members is taken care of properly and that their business will stay with
Navy Federal C.U.
Ø Utilize multiple computer programs to assist with
the different divisions of the call center as well as assisted with the
study of new computer software being develop and gave feedback on its
productivity and efficiency.
Ø Write reports for the representatives in other
departments to assist them with their duties.
|