Cheryl Davidson-Conway                                                                                                                                              ____

8837 Wabash Lane

Port Richey,FL 34668

727-597-3087

Cheryld.conway@gmail.com

Career Objective          To obtain a position within an organization where I can utilize my skills and experience while continuing to grow personally and professionally.                          

Professional Experience

 

USM, Inc

Work Order Coordinator/Escalation                                          2009-2011

• Manage work order process (WOM) of planned or reactive services – Escalation Team
• Resolve triage teams escalations
• Executed Special services
• Procurement for Special services
• Point of contact for client, vendors and field team
• Validation
• Contacts with corporate on Regional Facility Managers

Account Coordinator                                                                                         

• Primary responsibilities include contractor procurement to provide scheduling of routine, periodic or on demand services.
• Follow up to ensure customer satisfaction.
• Resolve or escalate issues to ensure customer satisfaction
• Submit payment to vendors for services rendered
• Submit and assist account manager with customer billings

 

Account Experience:  Interior – Knowledge Learning Centers, Toys R Us, Babies R Us and Burlington Coat Factories

                                       Exterior – Rite Aid, Wal-Mart and Tire Kingdom

Pasco County Animal Control

Customer Service Rep II                                                                    2006 - 2008                                  

• Responsible for call center operations regarding animal control for Pasco County, prioritizing calls, dispatching to appropriate Animal Control Officer, requesting Sheriffs department assistance if necessary.
• Processing and writing up of each call and entering pertinent data into system.
• Handle between 100 – 300 calls per day

Red's Market - Division of Sysco Foods

Buyers Assistant Accounts Payable                              2003 - 2006                                                                       

• Promoted to newly created Inventory Management position. Responsible for receiving and processing all inventory, reconciling shipments against receiving PO and passing and/or BOL.

• Reconcile payables due from shipments against invoice, process short-pays; coordinate all payables with accounting department.

• Responsible for receiving and processing RPO's and PO's from buyers in accounting system. Coded and keyed in system to process payment requests.

• Responsible for collection and processing of COD payments / customers. Prepared and reconciled bank deposits.  

Intermedia Communications (1999) / MCI WorldCom (2001) / Cypress Communications (2003).

Program Manager II         1999 - 2003                                                                    

• Responsible for service activation and provisioning of voice services, including outbound switched & dedicated service, toll-free service, calling cards, audio conferencing services, and ISDN circuits.

• Manage and organize installation and implementation of voice services, process and coordinate sales work-orders to billing status, provision requests for dedicated and switched services for all inbound and outbound circuits.

• Coordinate installation and implementation of voice services with on-site Communication Consultants / Technicians and Operation Managers. On call 24/7

• Troubleshoot any and all issues of installation with the provisioning group, testing of inbound and outbound calls. Routing of call traffic via DNIS with NCR setup in case of disaster.

• Responsible for processing all changes on toll-free service including changes to business rules in routing calls and percent allocation.

• First level of escalation for voice installation or outage issues coordinated further escalation with vendors or internal Management as necessary.

• Single point of contact for toll-free issues, including advanced routing features, in nation-wide call center for largest billable account - Bysis

• Coordinate all new service orders with Contract Administration.

 

 Cheryl Davidson- Conway                                                                                                                                                         

MCI Communications

Carrier Accounts Support Consultant                               1997 -1999                                                                    

• Increased productivity and profitability of Carrier Support Sales Representative through effective product training and sales support of assigned customer base with annual billing of $25+ million.

• Coordinated and supported necessary activities required to provision and install voice services and circuits from install to testing, hot cuts, and resolving any and all customer issues including billing.

• Coordinated processing new sales contracts and addendums with Contract Administration and Billing. Supported process in resolving any legal / contractual issues with Legal department.

• Responsible for routing call traffic via Toll Free, DNIS (MACD’s), Time of Day and Percent Allocation.

• Recognized by management for excellence in customer support and service

 

MCI Communications

Customer Support Consultant                                             1994 - 1997                                                     

• Responsible for voice product support and customer care of assigned branch sales consultant’s customer base with billing of $5+ million.

• Supported Sales Representatives through effective product training of voice products and services.

• Supported necessary activities required to provision and install inbound and outbound, switched and dedicated long distance voice services, installation of circuits, and processing DNIS changes per customer request.

• Processed service work orders of voice services to billing status.

• Handled accounts such as Office Depot, Crown Communications, ICG, Shared Technologies Fairchild

 

Acknowledgments

Received letters of recommendation for Service Work, 1997, 1998, 1999, 2000, 2001, and 2002 for exceeding corporate standards.  2004 Employee of the Year.

Education

Prospect Hall College 1989 – 1991

Hollywood Florida

Associates in Specialized Business, Computer Programming

Computer Skills

Proficient in Microsoft Office, MS Excel, MS Word. Utilized various Network Provisioning & Activation systems including customized circuit databases, and various Accounting software packages.

 

Professional References Available upon Request                

                                  

 

 

 

Desired Salary/Wage:	25,000.00 - 40,000.00 USD yr
Current Career Level:	Experienced (Non-Manager)
Years of relevant work experience:	7+ to 10 Years
Date of Availability:	Within 2 weeks
Work Status:	US - I am authorized to work in this country for any employer.
Active Security Clearance:	None
US Military Service:

Target Job: Target Job Title: Network Provisioner Alternate Target Job Title: Customer Support Desired Job Type: Employee Desired Status: Full-Time Willing to work the following shifts: First Shift (day) Second Shift (afternoon) Third Shift (night) Rotating

Target Company: Company Size: Industry: Wholesale Trade/Import-Export Internet Services Telecommunications Services Accounting and Auditing Services Computer Software Sports and Physical Recreation Government and Military Business Services - Other Engineering Services Other/Not Classified Occupation: Customer Support/Client Care ·         Call Center ·         Customer Training ·         General/Other: Customer Support/Client Care ·         Technical Customer Service Installation/Maintenance/Repair ·         Equipment Install/Maintain/Repair

Target Locations: Selected Locations: US-FL-Tampa Relocate: No Willingness to travel: Up to 50% travel