Erica Fulford

                               4950 s Yosemite St, Greenwood Vlg, CO 80111 C: 720-436-2434       ericafulford2@gmail.com

 

Professional Summary

Strong communication skills across all levels within a business, able to communicate and interface at all levels. Excellent organizational skills, able to establish a rapport with a wide variety of clientele and maintain a calm professional problem-solving manner. Several years’ experience in a call-center environment. 10 years’ experience working in a similar telecommunications/telephony position building dial plans. (5ESS, DMS).Provisioning DS3's, OC3's, OC12's, and OC48's.

 

Work History

 

Circuit Provisioning Engineer 2/2014 to Current

Comcast-Greenwood village, CO

 

·         Responsible for the implementation of engineering requests for circuit orders in support

·         Responsible for  orders that include network fiber connectivity, off-net circuit

·         orders, collocations, augments for space and power, and various leased circuit orders utilizing various technologies for delivery of bandwidth.

·         Responsible for complex resolution of provisioning issues and develops practices and

·         procedures for circuit installation and maintenance.

 

 

Sales and Marketing 11/2012 to 2/2014

US Nursing/Fastaff Corporation-Greenwood Village CO

 

·         Responsible for the sourcing and recruitment of clinical staff including nurses and to fill needs for Fastaff and its clients.

·         Provide information to the candidate concerning the position requirements, client attributes

·         Conduct initial candidate prescreening and present candidate qualifications to the account managers.

·         Recruitment of candidates is conducted in an efficient, time sensitive, productive, and cost effective manner in coordination with the efforts of the VP of Recruitment.

·         Develop Qualified Leads to pass to Regional Sales Directors to meet production goals

·         Developing sufficient opportunities and moving prospect through selling cycle

·         Use extensive telephone and email communication to perform inbound and outbound lead generation 

 

 

 

Small Business Retention Specialist 06/2010 to 11/2012

Comcast, -Centennial CO
 

·                      Representative2, SMB Direct Sales (Retention) Responsible for supporting Comcast Business Services in their efforts to retain our existing customer base through working with existing customers that are either requesting disconnect of service or who have been identified as being part of a customer subset with high propensity to request disconnect of service.

·                      Empathizes with clients, helps them resolve outstanding issues, and renegotiates the terms of their agreement.

·                      Supports "value our customer" campaigns such as customer satisfaction surveys, contract renewals, or other initiatives.

·                      Works with moderate guidance in own area of knowledge.

·                      Uses active listening, empathy, F17 and assumes ownership of customer issues through to resolution.

·                      Communicates a professional sense of urgency, with various departments, in an effort to rectify customer issues.

·                      Minimizes churn by strategically offering product bundles and price points that meet the needs of the customers' budget and business applications and expands th.

 

Business Services Support Representative, 03/2010 to 06/2010
Comcast – Centennial, CO
 

·                      Project Coordinate the Business Services process to include all necessary ordering, coordinating and installation efforts for Bandwidth, Customer Premise Equipment, Physical Customer VOIP Solution Installs, Testing upon completion, and initial End User Training.

·                      Responsible for administrating initial setup of BroadSoft configuration for service providers, groups and end users.

·                      Overall ownership for data input into all internal work flow & inventory systems.

·                      Responsible for project coordinating Business VoIP customers from the order process to completion Provisioning Orders and troubleshoot single business customer problems on the CDV Tested upon completion of install Processed MACD and port outs SIP Trunking- Scrub and Provisioning Process.

10/2008 to 03/2010

 

New Global Telecom – 10/2008 to 03/2010

Golden,CO
 

·                      Retail VoIP Provisioning Coordinator.

·                      Project Coordinate the Business Services process to include all necessary ordering, coordinating and installation efforts for Bandwidth, Customer Premise Equipment, Physical Customer VOIP Solution Installs, Testing upon completion, and initial End User Training.

·                      Responsible for administrating initial setup of Broadworks configuration for service providers, groups and end users.

·                      Overall ownership for data input into all internal work flow & inventory systems.

·                      Coordinate and administer all Broadworks Post Configure Moves, Adds, Changes, and Disconnects.

·                      Maintain weekly customer order activity reports and provide status to customers both internal and external to include capturing circuit costs and disconnects for Billing reconciliation efforts.

 

Provisioner Transport Service Activation –12/2007 to 10/2008

 Level 3, Broomfield, CO
 

·                      Responsible for processing all customer service order requests for all Transport products.

·                      Type of orders include, but not limited to: On- Net and Off-Net Transport, Cross-network orders, Dedicated facilities- both On Net and Off-Net.

·                      Initiate orders internally within Level 3 to interconnect all partnering companies Identify port availability to support Transport orders.

·                      Coordinate with Local Operations to ensure capacity for Network Orders Assign CFA to orders utilizing both internal and external (LEC, IXC) provisioning Responsible for setting Customer Commit Dates on all hybrid orders, DS1 & DS3s.

·                      For higher bandwidth, responsible for tracking down Deployment Commit Dates and/or jeopardies Responsible for processing and tracking information as a result of service, interconnection and/or transport requests.

·                      Work with external vendors and/or Carriers; interface with adjoining disciplines with the Service Delivery Department and related field op.

Design/Reservation Integration Specialist, 08/2007 to 12/2007
Level 3 – Broomfield, CO
 

·                      Analyze Visio maps to determine most cost effective design for DS3's, OC3's, OC12's, and OC48's.

·                      Utilize equipment systems in order to create and design rings for the Level3 Network.

·                      Track and block the usage of equipment in multiple systems so that the reserved equipment can be utilized at a later time for high priority projects.

·                      Update multiple spreadsheets and logs to keep an accurate account of open facilities and capacity.

·                      After designing end to end interconnects and rings create a clarify case for field techs to complete and make active in the field.

·                      Complete order by closing out all the appropriate systems and setting the design to active.

·                      Adhering to strict deadlines while multitasking and troubleshooting with engineering teams, capacity management teams, and provisioning teams.

Data Analyst, 04/2007 to 08/2007
Comcast – Greenville, CO
 

·                      Download SOI files from EDIP, transmit to various ALI databases multiple times per day, and upload error/statistic files back into EDIP.*Perform root cause analysis, and manage error correction projects in support of the accuracy of EDIP/ALI records.

·                      Provide trending and analysis of system performance.

·                      Serve as point of escalation for E911 NRF/misroutes.

·                      Isolates problems, accurately direct to fix organizations, and track resolution.

·                      Provide trending and analysis of NRF/misroutes.

·                      Run queries within the billing system and export into Microsoft Excel, Microsoft Access, or upload into EDIP.

·                      Conduct scheduled audit of billing system, switch, and ALI database extract.

·                      Provide trending and analysis of fallout.

·                      Upload specific fallout into EDIP for automated resolution.

·                      Work with provisioning team to manually resolve remaining fallout.

·                      Work with the systems development team and process team to plan, design, and test/implement IT solutions in EDIP.

 

E911-Provisioning Technician, 11/2006 to 04/2007
Comcast – Greenville, CO
 

·                      Works across various applications to perform service delivery error resolution, or perform manual work activities to resolve Local Number Portability Local Service Request (LSR), Directory Assistance/Listing (DSR), Voice Mail, Host Digital Terminal (HDT), Switch Translations, LNP NPAC Coordination, E911 ALI updates, IXC CARE, and LIDB/CNAM functions to fulfill service orders.

·                      Performs data entry as required and coordinates the resolution of order discrepancies for LNP activities for customer service orders directly with third party entity such as the ILEC's, CLEC's and/or NPAC.

·                      Correct E911 fallout and performs reconciliation of ALI record updates.

·                      Utilizes appropriate Service Delivery systems to retrieve customer order error discrepancies* Applies corrective action to accurately resolve the order issues and reflow the order through the various systems, or manually complete the activities within the systems architecture.

·                       

Comcast Provisioning Technician 1, 07/2005 to 11/2006
Greenwood Village, CO
 

Provisioning Technician 1,

·                      IMA (directory listing), SafariView, Broadband Access Center for Cable (BACC), Graphic User Interface (GUI), NPS (provisioning tool), Auspice, Openwave, OrderPath, CADM (static IP tool), ETS (backend flow through system), Remedy (ticketing system), Integrated Communications Operations Management system (ICOMS) and ACP (backend flow through system).

·                      Troubleshoot single customer problems on the CDV.

·                      Investigate, diagnose, and isolate order discrepancies within the Provisioning systems.

·                      Use Service Delivery order systems to monitor progress of pending service orders and utilize trouble-shooting techniques to resolve order jeopardizes of a simple and complex nature Maintains accurate order information notes within the service delivery systems where manual intervention is necessary to resolve the order discrepancy(s).

·                      Provides operational support to local market field technicians, operations support personnel, and other technical and business support groups, a.

Education

Bachelor: Business Science Management, 2008
Metro College of Denver - Denver, CO
 

Associate of Science: Business Science Management Psychology Sociology, 2006
University of Phoenix Arapahoe Community College - Lone Tree Englewood, CO
 

Interpersonal Communications, 2000
El Paso Community College - El Paso, TX