Erik Onello

 

Experience:

 

2014-PresentSenior Account Manager

Towerstream Corp., Middletown, Rhode Island

·              Serve as single point of contact for major accounts regarding Billing and Contracts

·              Review and analyze contractual terms to proactively retain and maintain contractual obligations

·              Analyze service and determine proper bandwidth to ensure optimum service

·              Utilize CRM to review assigned cases to ensure SLA requirements are being met

·              Manage work case load through NetSuite to ensure timely resolution of all technical, billing and contract issues

·              Serve as tech support opening and tracking all outage tickets as they are being worked and to ensure closure within required timeframe

·              Serve as escalation point of contact for all customer issues and drive resolution toward a result that meets the customer's needs

·              Manage ongoing projects both internal and external

·              Act as client advocate within internal groups to ensure the voice and needs of the major account are being addressed to ensure 100% customer satisfaction

 

2011-2012Project-Program Manager

XO Communications Corp., Edison, NJ

·              Serve as single point of contact for customer contact/decision maker for account team

·              Create customized project plans for each project as needed

·              Perform tracking and implementation using Excel spreadsheets and pivot tables to provide daily and weekly status of  project milestones

·              Maintain a periodic comprehensive communication package for    national account director

·              Drive project requirements as necessary to fulfill completion on time

·              Analyze issues and manage troubleshooting of complex customer and project request

·              Work with partner organizations to establish business processes

 

2009-2011Customer Care Manager

Level 3 Communications Corp., Edison, NJ

·              Manage Major accounts from post sales forward

·              Proactively work with outside clients to provide on line tools to manage their accounts

·              Point of contact for all post sales escalations including billing and trouble ticketing

·              Responsible for submitting forecast to sales directors on monthly revenue projections

·              Facilitate along with Account Director off-site meetings to go over new products and discuss existing account issues

·              Advocate on behalf of the customer to resolve any and all technical and billing issues

 

·              Coordinate Migrations utilizing direct external/internal customer contact, site survey requests and order issuance.

·              Obtain customer concurrence to ensure proper protocol is followed when setting up new service.

·              Manage the testing and migration to new access and ensure circuits are completed within agreed timeframe.

 

1999-2008Network Project Manager-Voice Network Planner-Provisioner

Level 3 Communications Corp., Edison, NJ

·              Research Network Facilities to determine cost savings

·              Compile Network T1’s to be rolled to new facilities for maximum cost savings

·              Prepare spreadsheets to Vendor Partners with T1’s to be rolled to new DS3 hub locations

·              Coordinate Project call with Vendor and local Techs

·              Oversee ASR Provisioner to insure project dates are received

·              Facilitate and troubleshoot any outstanding ASR or technical issues to insure project completion in a timely manner

·              Follow-up with local and NTAC techs to insure successful completion of  Project Roll

·              Add E911 service for new NPA/NXX using network diagrams for new implementation as well as augmenting existing PSAPs  when needed

 

1991-1999Associate Account Executive

AT&T Wireless Services, New York, NY

·              Coordinate and develop presentations for corporate accounts

·              Provide technical and billing support through off site visits

·              Attend account roll-outs to introduce new product line

 

Education:Bachelor of Arts, William Paterson College of New Jersey

 

Skills:Extensive technical and Project Management

Excellent oral and written communication skills

    Microsoft Word, Excel, Windows NT, Circuit Vision, CAFÉ, AT&T Order It, TIRKS, SOTS, TBS, Revenue Portal, CSG,ASR, CRM, and Netsuite

 

References:Available upon request