Red Oak, TX 75154                                                           Phone (214) 762-5565

 

 

Work History:

 

LCC International, Inc.  (Outsourced Provisioning for Sprint)8/2012 to 1/2016

Provisioning Coordinator

(Project details: EVC Augment orders: 7, 190; NNI migrations: 3, 363; New Fiber installs: 1, 652)

§    Issuance of Ethernet Orders to different AAVs for Bandwidth Upgrades, NNI Migrations, UNI/EVC installs and disconnects

§    Followed up to ensure Focs were received in a timely manner

§    Interacted/Followed up with AAV to ensure orders were being processed.  If orders not flowing correctly, reached out to AAV to escalate order.

§    Followed up on past due orders with AAV and on Customer side

§    Reviewed and verified Completion notices to ensure AAV was sending with correct information.  If not, sent back the Completion notice back to the AAV explaining what the issue was and then follow up with the AAV until correct Correction notice was received.

§    Once Completion notice was verified as “clean”, updated internal databases in a timely manner

§    Opened issues as needed ie: address discrepancy, cir discrepancy, follow up on open issues until resolved

§    Created Process Documentations

 

LCC International, Inc. (Outsourced Provisioning for T-Mobile)   2/2007 to 8/2012

§    Issuance of DS1 orders to various Lec/Vendors for New Cell Sites, Augment of existing sites, or Disconnects

§    Issuance of DS3 orders to various Lec/Vendors for new service and DS3 disconnects

§    Involved with CFA groom, switch decommissions, and installation projects

§    Tracked all order types to ensure issuance of FOC/DLR through to completion of orders

§    Worked directly with T-Mobile PMs to ensure all due dates were in accordance to Telco Ready

§    Escalated any and all issues with the LEC/s to meet due dates

§    Updated internal database with all order information with pertinent order information

§    Updated changes in T-Mobile’s specified databases (ie: Granite, Homer, XING)

§    Attended weekly calls

 

 

Excel Telecommunications (Vartec Telecom)  1995 to 2007

Network Provisioning Coordinator                                            Irving, TX

§    Issuance of CAP, IXC Local Loop, Long Haul, LOA/CFA orders for DS3, DS1, and DS0 level network access.

§    Issued ASR’s following BellCore/Telecordia standards and using specified vendor forms.

§    Diligent Project management of nationwide network re-homing and re-grooming projects.

§    Acted as liaison between Field Operations personnel and Vendors/LECs.

§    Performed continued maintenance of CFA’s: New, Disconnects, and order changes.

§    Ensure timely completion of network circuit orders, escalating where necessary.

§    Managed complex Audit Projects requiring extensive research critical for facility cost recovery. 

Facilities researched included: disconnects still billing,, double billed, overcharges, non-aproved charges, missing facilities, non-existent CLLI’s/ equipment, and cancelled orders still billing.

§    Maintained daily courteous contact with vendors while successfully resolving billing disputes

§    Developed and maintained training manuals to facilitate departmental order processess.

§    Effectively cross trained co-workers with High Capacity departmental procedures and day to day functions

§    Utilized MS ACCESS to maintain multiple databases for Project Reporting , Forecasting, and Anaylisis

§    Assigned Acting Supervisor when manager was out of office

§    Assisted in project managing and implementing the migrating of the network to a soft switch

 

 

 

 

 

 

Switched Access - Network Provisioner

Ø       Promoted to Provisioner II

Ø       Promoted to Provisioner III

§    Determined the best method of provisioning facilities to support the circuit requirement for a given area.

§    Prepared and transmitted Access Service Requests (ASRs) for DS0’s, DS1’s, Tandem changes, CIC changes, DS3 Regrooms, LATA moves, CLLI changes, A & Z loc modifications, Point code changes, Install’s, Disco’s, Longhaul’s, Special Access, and any Special projects assigned.

§    Ensure translation questionnaire completed & transmitted to LECs trouble free to ensure traffic processing.

§    Verified receipts of  Carrier Facility Assignment (CFA), Circuit Id’s, FOCs, DLR’s for turn-up and testing.

§    Successfully completed special projects with critical deadlines, escalation of complex orders, and completing out Jeopardized orders without management assistance.

§    Exceeded SWA Department objectives throughout the year - obtained exemplary ratings for meeting intervals set such as; volume, accuracy, and promptness on Supp(s), Installs and Disconnect orders.

§    Created an Employee Recognition Plan, revised & edited plan per feedback and new ideas.

§    Offered training and assistance with MS office products to co-workers and management.

§    Cross-trained with Local Provisioning, DS3, and Dedicated Departments for overall knowledge.

§    Created system guides for order processing for departmental use

§    Temporarily assigned Acting Manager while Manager was out of office.

 

Major Accounts Supervisor

Ø      Promoted from Major Account Specialist

§    Recruited and trained new employees within Business Group

§    Handle VarTec and Telephone Express Direct Bill and Business Relation’s escalated calls.

§    Monitored customer service quality, encouraged productive work flow, and

§    Evaluated attendance, order accuracy, and of team members

§    Build and maintain employee morale

§    Marketed new products and launched promotional/seasonal offers to existing customers

§    Handled escalated calls

§    Demonstrated diffusing angry customers

§    Receive incoming service calls from Business customers to resolve billing, long distance, or other related request

§    Duties included researching bills, contacting internal departments, and contacting telecommunication companies

 

Business Relations Specialist

Ø       Promoted from Customer Service Associate

§    Receive incoming service calls from specialty customers to resolve billing, long distance, or other related requests.

§    Duties included researching bills, contacting internal departments, and contacting telecommunication companies

§    Cross selling other products and diffusing angry customers

§    Receive incoming service calls from Residential customers to resolve billing, long distance, or other requests.

§    Utilized excellent customer service and sales ability while handling all calls with above average

 

Education

 

§    Associates Degree in Business Management

       Cedar Valley College, Lancaster, TX

 

Skills/Training

§    Basic & Advanced Telephony Certification(s)

§    Customer Service/Administrative experience (20+ yrs)

§    Bilingual (Spanish - read, write)

§    Audit reporting, Project management, Account management, Scheduling

§    Standardization of departmental procedures and functions for company efficiency

§    Critical issue & resolution troubleshooting requiring interaction with all company levels

§    Build and cemented relations with vendors, distributors and internal customers

§    MS Office Suite of products extensive usage for research, tracking and document creation

§    Demonstrated decision making, conflict resolution skills