Experienced communication professional, skilled in creating customer satisfaction and increasing a positive image of business.
Major strengths include problem solving, attention to detail, very dependable and the ability to prioritize.
I can take initiative and excel in a team environment. I am a dedicated, dependable individual who learns quickly along with producing quality work.
• Manage and coordinate all aspects of the provisioning order process, supporting customer's requests for telecommunications services.
• Design, implement, and ensure requests are processed in a timely manner to meet our customer's expectations.
• Document all order activity and ensure data integrity in the Cox's system, in addition to communicating all milestones to our customers and internal teams thru-out the ordering lifecycle.
•Validate order accuracy from initiation through installation for new, adds, changes, disconnects and install activities for switched and dedicated services for voice & data, private lines and toll-free services.
• Coordinate multiple projects involving large scale migration of live circuits to improve costs, revenue & network performance.
• Organize, coordinate and schedule customer activation with Field-Ops and engineers.
• Verify order accuracy, make channel facility assignments, prepare and submit access service requests, track firm order confirmations and Design Layout Records.
• Manage customer expectations & activities, monitor/escalate provisioning milestones, coordinate timelines with various departments, schedule test/turn-up and work with collocation providers to coordinate facility rolls, cross-connects, installs and disconnects.
• Handles and tracks the issuance of letter of authorization and connecting facility assignment to customers and vendors for access company owned switch sites and collocation.
• Schedule service cut overs, interact directly with vendors and customers to ensure exceptional service delivery.
• Ensure orders are implemented and generating revenue within established time frames; meet expedited customer timelines by maintaining constant communication internally with the field techs and with different telecommunication companies.
• Developed & maintained excel spreadsheet to track order activity, installation schedules then sends spreadsheet to the field techs weekly so they know what's coming due for test/turn up of the circuits.
• Update all systems and tasks with relevant circuit information to aide and assist in trouble shooting issues with internal network operation center.
• Maintain database used for record documentation, search, track and identify circuits that could potentially be disconnected in effort to save revenue.
• Works closely with team members to deliver project requirements, develop solutions and meet deadlines
• Working with LEC's, IXC's, vendors, internal departments, and customers to successfully troubleshoot impairments and outages as required.
• Create national numbering (UET) unified event tickets for Cox business customers porting or requesting new telephone numbers.
• Processing Invoice (PO/SOW) requests for Cox supply chain for any new equipment/services.
• Specialize in facility billing by performing, researching and creating reports to help identify delinquent client accounts.
• Responsible for auditing bills from bell south, checking to ensure KMC was not being overcharged.
• Responsible for disputing finance and miscellaneous charges, sending the bills to accounting showing the amounts to be paid and the account number to credit.
• Responsible for making sure the bills were paid in a timely manner to prevent any late charges or disconnect of the service.
• Showed proven ability to work under short deadlines.
• Developed a tracking system spreadsheet to keep running total of usage and amounts of monthly bills, as well as archiving invoices and reports.
• Communicated with credit, collections, customer service and operations department members to assist with and remedy billing issues.
• Followed all company procedures to keep data confidential.
• Responsible for escalating orders with local telecommunication companies for the installation of new Sprint services to ensure proper circuit component and provisioning layout.
• Responsible for providing analytical assistance by independently creating and generating standard and ad hoc reports.
• Responsible for analyzing non-complex data to assist internal and external customers, senior analyst and/or management in business decision making.
• Earned reputation for good attendance and hard work.
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
• Improved customer satisfaction by finding creative solutions to problems.
• Recognized by management for providing exceptional customer service.
• Responsible for initiating and placing Access Service Requests orders for Switched and special access services to include voice, data, private lines, DS1's, DS3's SS7 and frame relay using the Exact/PC-BDS telis system.
• Responsible for providing vendor required information when due to facilitate efficient circuit turn-up.
• Respond to Bell and Independent companies within a timely manner with required information concerning equal access conversions and creations of new tandems to prevent any service interruption to customers.
• Responsible for auditing bills from different Bell and Independent companies, checking to ensure the company wasn't being overcharged.
• Responsible for disputing finance and miscellaneous charges, sending the bills to accounting showing the amount to be paid and account number to credit.
• Monitored long distance call usage of new and historical customers with the goal to reduce fraud, bad debt and unauthorized usage.
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