Work Entry Coordinator                          03/2013 - 09/2014

·               Reviewed, scrubbed paperwork and accepted all assigned Service Request verifying accuracy and completeness

·               Communicated any required corrections/changes on Service Requests and returned to Sales/Customer Assurance for completion or directly to the customer

·               Initial point of data entry for Service Requests into Coordinated Services pipeline, processing request for order types: Move, Upgrade/Conversion, Downgrade, Consolidations, Conversions or  Access Type Changes

·               Served as Tier 1 in the Coordinated Services phone systems IVR and served as initial point of contact for existing customer’s placing orders directly with Cbeyond which did not have the involvement of Sales and/or Customer Assurance.

·               Manage Service Request queues, validate addresses and confirm bandwidth availability

·               Placed access orders for T1, Metro Ethernet, WEFM or Fiber and project management until access was ordered

·               Interface with the Sales, Retention and Service Delivery Divisions to move the customer’s order through the process and to resolve any escalation concerns

·               Schedule customer installation activity

Local Number Portability Provisioner/Directory ListingOrder Mgr06/2006 - 03/2013

·               Processed LNP, LSR’s, Port Outs, and Directory Listing request for new and existing Cbeyond customers

·               Performed data validation, prepare and submit LSR’s, tracked FOC dates and managed the order throughout the implementation lifecycle

·               Interfaced with local and national telecommunication providers to streamline order processing

·               Escalated past due FOC’s with local carriers to facilitate expedite request

·               Acted as Directory Listing SME for the southeastern markets

Customer Care – Retention Specialist08/2004 - 05/2006

·               Received queues (inbound calls, web inquiries, faxes, and emails) to ensure proper handling of requests, build good rapport and persuade customers to remain with the company

·               Proactively contact customers who are identified as a risk of cancellation and work with technical assistance support to resolve service problems and retain their business

·               Strategically manage win back service request/orders to re-contract and extend the customer relationship where appropriate

Bellsouth Long Distance, Contractor – ITRM Staffing, Atlanta, GA

Senior Customer Care Account Rep02/2004 - 06/2004

·               Single point of contact for assigned base of 40+ customers with existing and projected annual revenue of $500k

·               Processed provision changes and managed service requests for data and voice products

·               Validated accuracy of standard and customer pricing arrangement contracts for new service

·               Researched customer’s contracts to resolved issues and to identify applicability of shortfall penalties

MCI/WorldCom Telecommunication, Atlanta, GA

Implementation Coordinator09/1985 - 01/2004

·               Project managed the implementation of large, complex Global Account networks.

·               Worked directly with the account teams, customers and vendors to ensure on time delivery of dedicated access for voice, data and logical data services.

·               Handled new installs, moves, changes of existing MCI Services.

·               Contact customers and equipment vendors to gather technical requirements for data entry

·               Notified customers of circuit and equipment delivery dates, coordinate vendor cross-connects and scheduled the customer’s activation according to agreement

·               Investigated fraud

EDUCATION

University of Georgia, Athens, GA

B.S., Consumer Economics and Family Management

Community Involvement

Everybody Wins – Mentor

American Diabetes Association – Volunteer

Cbeyond Women’s Network – Speaker and Events committee