Summary

Over 15 years as a Telecommunications professional in various leadership roles with extensive experience resolving concerns with creative resolution therefore improving efficiency towards a company’s objectives.    

 

Achievements

1997 Regional Customer Care Team Lead of the Year

1998 Regional Customer Care Team Lead of the Year

 

Skills

Proficient in Microsoft Office Suite Applications

Exceptional knowledge of Attendance on Demand software

Proficient in SQL query language

Effective and efficient written and oral communication

 

Accomplishments

·         Successful coordination of inter-departmental communication using a hands-on leadership approach which created a mutually beneficial interpersonal relationship at all levels.

·         Provided extensive cross-training that increased staff motivation and productivity.

·         Enhanced understanding of automated systems which therefore improved employee responsiveness.

·         Prepared and presented weekly oral and or written presentations to management staff via applicable software and applications.

·         Created and developed training materials and implemented training processes after thoroughly and successfully completing test orders for various landline and cellular products with major telecommunication organizations across the country.

 

New Markets Project Manager SME                                                                                              

American Communications Network - Farmington Hills, MI

October 2004 to May 2008

·         Created training metrics and departmental resource metrics to identify work force and training needs as well as requirements

·         Initiated cross-training with other departments to improve work flow and streamline project completion

·         Implemented and coordinated New Market projects for local/commercial services

·         Managed projects to assist IT with New Market automation development for LSR conversion request (LNP, LWC, and DSL) and internal system updates allowing customer billing

·         Provided technical support for New Market automation

·         Lead and managed team of provisioning specialists to achieve specific goals, segmented by regional telephone companies and local/commercial service product type

·         Completed certification to allow equal access in various regions controlled by RBOCs, utilizing various business offerings and protocol

·         Identify trends and patterns to gain efficiencies regarding local markets in a pre and post-production environment

·         Developed and implemented SOP (Service Operating Procedures) pertaining to segmented tasks as designed for Local and DSL provisioning

·         Created and submitted SLA (service level agreements) pertaining to all departments under Operations as part of training initiatives with designing internal business rules as set by regulatory from various regional telephone companies

·         Complete and coordinate various stages of testing and facilitated communication to internal and external customers.

·         Provided training and documentation to Local Operations, New Markets, Moves,  DSL, and Order Entry departments

 

Local Provisioning SME

American Communications Network – Farmington Hills, MI                                                                                                            

May 2003 to October 2004

·         Coordinated team efforts and managed RBOC’s to ensure quality,  performances, and timelines are met as well as objectives

·         Worked closely with installers, field techs, and move provisioning team as well as, repair department, to ensure a smooth circuit delivery and service installation transition

·         Monitored circuit orders to provide bandwidth and collocation with Level 3 as required for VoIP protocols and service ordering

·         Monitored Test and Turn Up of facilitated orders

·         Assisted with coordinating employee work schedules

 

 

Local Provisioning SME                            

LDMI Telecommunications - Hamtramck, MI                                

January 2001 to May 2003

·         Assisted in the coordinating and submitting of complex resale and UNE-P Move, Add, and Change orders to existing residential and commercial accounts which featured DSL, T-1, T-3, Centrex, LNP, Voice, Data, Feature Link, PBX, Toll-Free and ISDN services. 

·         Supported the maintenance of internal and external customer base.

·         Monitored phone calls of local provisioner’s and logged all customer concerns and issues

·         Issued trouble tickets for customer maintenance issues

·         Handled internal and external customer retention issues

·         Monitored team attendance via Attendance on Demand

·         Coordinated employee work schedules

 

 

Dedicated Provisioning Coordinator         

Global Crossing - Bingham Farms, MI

October 1998 to January 2001

·         Processed the installation of orders for Frame Relay, Dedicated 800 service, ISDN, Internet service, Voice and Private Line services, DS0/DS1/DS3/DSL Services and also Facilities-based CLEC Service.

·         Managed the end to end implementation of local and long distance services. 

·         Interfaced with Facility Management & Data Services Implementation Groups to reserve and assign entrance to facilities for customer orders.

·         Negotiated and coordinated order installation dates with multiple ILEC's, CLEC's, IXC's, and other Frontier affiliates.

·         Test and Turn-up of facilitated orders.

·         Tracked orders daily to insure timely intervals.

·         Provided support and technical assistance to sales and other departments.

·         Assisted with the training new hires

·         Monitored new hire phone calls and prepared weekly status reports detailing amount of processed orders and time intervals.

 

 

Customer Care Specialist Team Lead                         

SPRINT PCS - Southfield, MI

September 1996 to October 1998                                                                                                

·         Facilitated support and training to the Customer Care Team

·         Responsible for the cross-training of Sales and Customer Care Teams

·         Handled customer inquiries regarding mobile devices, services, and billing discrepancies

·         Assisted customers with the setup of mobile devices,  installation of services, and accessories

·         Sold or assisted in the sales of various products and services.

·         Assisted equipment tech with Troubleshooting and Support of mobile devices

·         Issued Repair and Warranty Replacements

·         Monitored daily activity of cash drawers

·         Coordinated team employee work schedules

 

 

Obtained credits towards a Bachelors Degree in Computer Science at Davenport University in Warren, Michigan.