MICHELLE R. SPENCER

 

 

PROVISIONING ● PROJECT MANAGEMENT ● STRATEGIC PLANNING

Accomplished results-driven professional offering experience in delivering business goals, building and leading high-performance teams, implementing strategies and increasing productivity, drove sustained business performance, and enhanced customer satisfaction. Driven and well organized leader with proven capacity to prioritize tasks to accomplish maximum results and timely completion of projects. Ability to build strong rapport with employees, clients, and associates based on knowledge, professionalism, and integrity.

 

CORE COMPETENCIES

·               Business Acumen ·               Change Management	·               Customer Focus ·               Driving Results	·               Negotiation Skills ·               Problem Solving	·               Provisioning ·               Strategic Planning
·               Communication	·               Microsoft Office	·               Project Management	·               Team Building

PROFESSIONAL EXPERIENCE

BULLSEYE TELECOM

Voice Provisioner, Southfield, MI (2014 – 07/2015)

·   Managed order activities and customer expectation with Account Management, Sales, and Delivery

·   Successfully migrated customers POTS lines, Centrex, DSL, PBX, LNP

·   Escalated FOC issues with the carriers to resolve and prevent delays on migrations

·   Communicated with CLEC’s and ILEC’s for LSR order processing

 

CONVERGENZ (ERICSSON)

Provisioning T1 Coordinator - Project Managing Wireless Access Orders, Livonia, MI (Remote) (2012 – 2014)

·   Analyzed and effectively resolved order fall-out

·   Provided support to 6-8 Ericsson Project Managers

·   Provided support to off-shore teams (India) for provisioning and testing

·   Interfaced with internal and external customers: Site Development, Access Operations, Switch/Field Operations/LEC’s

·   Assisted in facilitating ASR’s issued to various LEC’s, aided in resolving complex ASR issues

·   Escalated provisioning and testing issues with LEC’s and internal Ericsson Teams as needed

·   Developed Tracking System for North Central Region requests to ensure on-time delivery completion for on-air dates

·   Created  reports for tracking wireless and wireline orders to reduce cycle time

·   Generated  Job Process Aides, Updates, and Reminders

·   Tested new system enhancements in Business tools to ensure on-time roll out to Provisioning Team

·   Managed workload distribution

 

GOODMAN NETWORKS

Scheduling Coordinator, Troy, MI (2012 – 2012)

·   Created projects within Siterra database, reviewed, and reconciled project related issues

·   Managed tracking, updating, and reporting on projects

·   Updated and maintained Siterra database and generated status reports

·   Managed data collection and uploads into AT&T’s CASPR system

·   Generated reports based on CASPR information for Goodman Network Team

·   Provided support to internal customers and external vendors to ensure accuracy of database

 

ERICSSON (FORMERLY SPRINT NEXTEL COMMUNICATION)

Provisioning Specialist III/Interconnect Coordinator, Livonia, MI (2002 – 2010)

·   Saved the company $1.3M and 80% optimization of the Nextel DS1 facilities by managing the optimization project

·   Promoted to Provision Team Leader for the Midwest Region

·   Planned and executed the provisioning for NASCAR and special events cellular sites as Single Point of Contact

·   Provisioned cellular sites on the CDMA and IDEN platforms and for 3G and 4G networks

·   Provisioned and designed circuits for install, disconnect, change, and move orders at DS1 and DS3 Level

·   Maintained the integrity of the database by leading the massive TBS clean-up of Nextel Inventory of DS1's, DS3's and Trunk Facilities resulting in Senior Management receiving Achievement Award

·   Trained India Contractors and other departments on provisioning and service inquiry 

·   Participated in creating methods and procedures implemented nationwide in four regions

·   Conducted quality assurance audits on provisioning orders assigned and distributed.  

·   Communicated with external Sprint Nextel customers to ensure efficient and on-time service delivery. 

·   Coordinated circuit facility installation and processed ASR, ISR via Nextel's Work Management System, and TBS

 

 

 

 

MICHELLE R. SPENCER, page 2

 

 

PROFESSIONAL EXPERIENCE CONT’D

WINSTAR COMMUNICATIONS

Provisioning Specialist, Southfield, MI (2000 – 2000)

·   Designed ccircuits, individual business lines, voice circuits and features for Winstar customers

·   Managed installations by communicating with internal customers, field operations, access engineering, and translations

·   Communicated with external Winstar Customers - Ordering T1 facilities from the Incumbent Local Exchange Carrier

·   Analyzed and interpreted service orders and work documents to translate information provided into acceptable systems

 

AT&T (FORMERLY SBC AMERITECH)

Provisioning Specialist/Maintenance Administrator, Southfield, MI (1995 – 1999)

·   Assigned network elements needed for the processing of customer service orders and provided technical support to internal work groups on the proper handling of service order processing problems

·   Analyzed and interpreted service orders and work documents to translate information into acceptable systems

·   Processed customer service order requests and trouble reports using Loop Maintenance Operations, Work Force Administration, and MLT Mechanized Loop Testing systems

·   Performed remote diagnostic testing of reports to determine method of resolving problems

·   Produced test results screens and dispatched customer service reports 

·   Successfully resolved escalations of repair reports and customer complaints

 

EDUCATION

UNIVERSITY OF MICHIGAN, Dearborn, MI, Bachelor of Science, Computer Information Systems, Credits Received

 

PROFESSIONAL AWARDS

Received Excellence Award for training contractors in India

Received Excellence Award as the Midwest Region Team Leader

Received Excellence Award - Nominated by Peers