Yolanda Lewis

107 Oak Green Dr 

Lawrenceville, GA 30044 

678-570-4608

truthordarellc@gmail.com

 

SUMMARY OF SKILLS

§    Telecom professional with proven expertise in resolving business challenges to improve productivity, process development and implementation, quality improvement efforts, and achieve corporate objectives.

§    Acquired strong qualifications in diverse areas encompassing order provisioning, order submission, organizational development, project management and training.

§    Able to prioritize and multi-task in a fast paced, deadline oriented environment.

§    Strong team building and relationship management skills

§    Competent liaison between management, clients, and personnel

CORE COMPETENCIES

■ Organizational Development  ■ Requirements Gathering■ Project Management ■ Coaching & Development

■ Management■ Team Building■ Training■ Quality Assurance

 

 

 

2014-Present CbeyondTN Provisioning Specialist

Proactively manage the delivery to customers by monitoring order progress meeting critical dates, escalating and resolving jeopardy orders.
Manage the day to day order process to ensure completion within established intervals.

Validate LSR’s for accuracy to determine if port request will be honored, clarified or rejected based on company business rules and regulatory requirements.

Perform order entry validation, analysis and quality audits to ensure data integrity.

Communicate status of port requests to internal and external departments on a routine basis.

Provision LNP port request (LSR’s) from carriers.

Process Directory Listing request to ensure accuracy of business listings, phone numbers and addresses.

Create and submit toll free request from carriers and verify RESPORG data to determine validity of the port request.

Submit completed orders to the National SMS/800 database.

Perform data validation and entry as required for executing SMS/800 records.

Participate in defining business processes and requirements for current and future requirments within the group.

Develop relationships with the LECs and other providers personnel to streamline order processing.

Participate in special projects as required to meet business objectives.

Work with IT, Product, Marketing and Regulatory to implement OSS improvements, drive business industry updates and ensure the department is operating within regulatory guidelines.

 

 

2013 – 2014Cbeyond Senior Network Optimization Engineer

Participate in driving improvements to all Network Optimization Methods and Procedures.

Act as a 2nd Level escalation point of contact for LEC & internal Cbeyond customers related to EFM, T1 and Fiber before management escalation.

Act as a 2nd Level escalation point for Cbeyond installation techs concerning technical issues related to EFM, T1 & Fiber delivery.

Assist with developing and driving improvements to all Test and Acceptance Methods and Procedures utilizing root cause analysis

Be a source of knowledge for all groups within the Network Optimization Team and provide technical direction on issues when needed.

Assist with identifying training needs for the group and work with management to help facilitate this effort.

Perform proactive measures via monitoring or maintenance of EFM, T1 & Fiber to isolate troubles and drive resolution of trouble tickets.

Perform provisioning and testing for circuit acceptance with the various LECs for EFM, T1 & Fiber to enable Cbeyond 2.0 customers.

Perform network T1 Re-Groom pre-testing with ILEC for evening T1 Re-grooms.

Act as primary technical escalation point for 3rd shift Network Optimization Technicians before management escalation.

Configure Cisco routers and switches from various vendors to support Fiber, T1’s and EFM to enable Cbeyond 2.0 customers.

Monitor Network Optimization Installation trouble ticket queue, ACD and email distro for pre-install, activation and circuit failures.

Escalate Chronic ILEC open, update and close trouble tickets as required.

Perform remote testing, troubleshooting and configuration of network devices.

Thoroughly document order statuses in update and close trouble tickets as required company systems as required.

Drive field installations by dispatching installation techs, ILEC resources, and customer vendors to achieve successful implementation of services.

Assist with helping to minimize additional Truck Roll Invoices and installation vendor charges

Communicate effectively with upstream and downstream departments on trouble ticket statuses.

Participate in OSS development and testing related to system changes and enhancements.

Perform activation/conversions on EFM, Fiber and T1 access types.

Complete assigned Network Optimization Projects given from management to optimize the Cbeyond Network.

 

 

 

2012-2013 CbeyondToll Free Provisioner

Process and establish new toll free numbers with Cbeyond and transferring existing toll free numbers to Cbeyond. Registering toll free numbers in the SMS/800 database under Cbeyond’s Responsible Organization (RespOrg) ID. Reserve and assign new toll free numbers, take ownership of existing toll free numbers and responsible for the creation and administration of individual customer records within the SMS (Service Management System) database. Process toll free number port outs from Cbeyond to a ILEC or CLEC. Processed disconnects, changes and moves.

 

 

2008–2012CbeyondDirectory Listing Provisioner

Act as Directory Listing SME for all markets, Develop liaison relationships with ILEC and other provider personnel to streamline order processing. Support Management with dispute resolution
Participate in defining business processes and information flow requirements
Participate in special projects as required to meet business objectives

Complete DL work items in the System Work Queue
Complete assigned DL activities in the Siebel Work Queue for new and MAC orders
Escalate past due DL FOC’s and troubles with ILEC’s/Carriers
Analyze and correct order rejections for DL

 

 

 

2005-2008Cbeyond Circuit Delivery Engineer

Analyze, correct or refer circuit rejections received via the EDI.

Identify invalid clarifications / rejects and dispute with the ILEC and escalate as required.

Issue weekly reports for circuit new  statuses.

Act as the single point of contact for the Denver Market 

Provision manual new requests for the Denver markets for circuits.

Handle installation calls via the ACD.

Monitor ACD voice mail for ILEC installation calls.

Thoroughly document order status in Cbeyond databases.

Analyze, correct or refer circuit rejections received via the EDI for all Rehome orders for Atlanta, Denver, Dallas, Houston,Chicago, Los Angeles, San Diego, Detroit

Participate in OSS development and testing centered around customer circuit ordering and installation

 

 

 

2003-2005 Cbeyond Service Coordinator    

Responsible for accepting all orders and verifying accuracy and completeness, providing technical support as needed.

Enter completed packages into OSS systems and order additional services as required by the order.

Project manage and own the order throughout implementation lifecycle and provide ongoing status to sales and customer.

Provide resolution to issues regarding the order throughout the process.

Work closely with Provisioner and field tech to ensure smooth installation and activation.

Ensure customer expectations are set accordingly throughout the order lifecycle.

Initiate and manage escalations throughout the external RBOC and internal Cbeyond departments.

Coordinate activation of services with customer and vendor as well as internal Cbeyond departments.

Inform Sales Support Manager in an expeditious manner, any unresolved issues impacting the customer’s installation.

Assist sales support manager with weekly reports for P&L of the Market

Responsible for accepting / facilitating MAC orders for existing customers.

Perform pre and post sale customer visits when necessary.

 

 

2002 – 2003  Cbeyond Circuit Delivery Analyst

Act as Directory Listing SME for all markets  , design customer circuits based on network inventory available, required due date and other business variables.

Perform data validation and entry as required for executing voice/data service orders LSR’s , ASRs, E911, LNP, DL, LIDB, CNAM and Port Outs.

Develop liaison relationships with ILEC and other provider personnel to streamline order processing.

Proactively manage the delivery of service to end-customer by monitoring order progress. Responding to order reject or troubles and identifying, escalating and resolving jeopardy orders.

Participate in defining business processes and information flow requirements.

Participate on a team of circuit designers/provisioners operating under the motto of “Quickness, Quality and Quantity.

Read and analysis Cbeyond’s Billing Reports, CFA lookup Report and Customer Monitoring Tools (CSI)>

 

 

 

 

 

 

Education - 1995-1996  Roosevelt University  Chicago, Il

 

Siebel. Microsoft Word, Excel Access, Project PowerPoint, Internet, SMS/800 Certified SOA