Theresa M. Levy

1755 S Beeler St., Unit 3L

Denver CO  80247 

 

 

OBJECTIVE

 

A service account manager position in a forward thinking company which will utilize my customer service, sales, project management and analytical skills to contribute to the growth and success of the company.

 

SUMMARY

 

An innovative, result-driven service account manager in telecommunications industry. Three years experience in analyzing data and negotiating contracts. Enjoys working with others to achieve company results.

 

PROFESSIONAL EXPERIENCE

 

Level 3 Communications, Broomfield, CO

Provisioning, Service Delivery                                                                                                                   2011 –Present

Work on problems of limited scope while following standard practices and procedures.  I demonstrate an understanding of the operating systems as defined by the customer order specification and basic understandings of the fundamental Level 3 products and their ordering specifications to ensuring all relevant information is contained on the customer order.

·          Validates the customer order information

·          Owns and resolves all issues or related problematic activates against the customer order

·          Validates accuracy of customer order

·          Responds to request and provides assistance to other internal departments

 

PARAMOUNT YOUTH SERVICES, Denver, CO

Court Clerk and Intake Specialist                                                                                               2009 – 2011

As the liaison for the Detention Hearing, I ensured the operation of the daily detention docket and pre-trail release office ran timely, through and in an efficient manner.

·         Prepare daily Detention court paperwork on status of each incoming juvenile

·         Notified and distributed documentation for District Attorney’s, Public Defender’s and Judges for each Detention Hearing

·         Pre-screen and Interview incoming juvenile at Denver Police Department or Gilliam Detention Center

·         Representative during Juvenile Court Hearings

·         Prepared daily and monthly Juvenile report status

 

TIME WARNER TELECOM, Englewood, CO              2000 – 2008

Carrier Account Manager              2005 – 2008

Responsible for the overall business needs of 5 tier two vendors. Met and exceeded financial goals of $15M MRC in spend. 

·         Achieved 99% success rating performing weekly, monthly and annually carrier assessment and qualification, contract negotiation, federal commission tariffs and regulatory analysis, ensuring assigned vendors met Public Utility Commission established guidelines and service agreements.

·         Negotiated 5 separate 3 year contract agreements with an annual savings over $300M.

Offnet Escalation Manager                 2000 – 2005

Managed escalations within LEC/Alternate Provider/IXC to the appropriate levels of management to obtain 98% success rate.

·         Communicated Time Warner’s performance expectations to the Offnet Provider based on my understanding of TWTC Transport, Switch products and all Ordering & Maintenance procedures.

·         Performed weekly and monthly trending reports documentation providing workload, trends, and escalations for utilization by Carriers Relations.

·         Analyzed vendor performance metrics for success and trends for improvement plan provided to Carriers Relations and Management Staff.

·         Identified process gaps to vendors for ordering maintenance to vendors and implemented improvement plans and timelines for achieved results of 97%.

 

 

 

 

Theresa Levy              Page Two

GST TELECOM, Englewood, CO              1999 – 2000

Wholesale Account Development Rep. III

Provided customer service to a base of Wholesale customers by being responsive and followed up on any and all directives from the customer.

·         Hosted on-site quarterly meetings with the customer to go over customer inventory books, billing, and over all account review.

·         Acted as liaison between the customer and the various internal departments.

·         Provided any billing disputes resolution to customer.

·         Conducted account review to ensure the customer was using the right products.

·         Team lead/ in charge for manager and assisted with training of new employees.

 

ICG COMMUNICATIONS, Englewood, CO              1998 – 1999

Customer Care Billing Consultant

·         Proactively contacted customer with pending installations, open trouble tickets, and unresolved billing issues.

·         Completed necessary actions to address any open billing issues; followed up and closed all related issues with customers.

·         Brought all billing issues to a successful closure with the internal and external customers.

·         In-charge for manager and assisted with training of new employees.  ISP billing specialist for all service issues.

·         Worked on a successful billing consolidation project for more actual billing data. We were instrumental in reducing billing inquiry calls down by 10% monthly.

 

SPRINT CORPORATION, Denver, CO                 1988 – 1998

Senior Operation Associate              1994 – 1998

Senior Wingback Representative              1990 – 1994

Customer Service Representative              1988 – 1990

 

OZALID CORPORATION, Denver, CO              1980 – 1988

Customer Service Supervisor

 

EDUCATION AND CERTIFICATION TRAINING

 

Certificate – Business Administration and Computers, Urban League Training Program

Certificate – Business writing, Colorado Free University

Certificate – Communication, Colorado Free University

Certificate – Presentation Skills, Colorado Skills training

Certificate – Managing Conflicts, Colorado Skills Training

Certificate – Six Sigma, Time Warner Training

Certificate – Project Management, Time Warner Training

BS – Business Operations, DeVry University (in progress)

 

 

 

 

 

Theresa Levy              Page Three

 

 

COMPUTER SKILLS

 

Proficient with Microsoft Office including Word, Excel, PowerPoint, Access, Project, Outlook, Visio

 

Professional, Lotus Notes and various other windows-based software applications and People Soft, Act.