To obtain a position in account management or project coordination to lead, coordinate and manage Customer accounts where my extensive Customer service experience can be utilized to improve Customer satisfaction.
Customer Service Skills
Direct (face to face) Customer Service
Tier 2 Technical Support
Project Coordinator February 2010 to November 2010Verizon Business － Plano, Texas
Maintained excellent customer relations and developed customer rapport Above average time management skills with the ability to handle multiple projects Detail Oriented and able to comprehend and understand new processes Maintained all record-keeping procedures without error Excellent communication and interpersonal skills Perform implementation coordination duties in support of a large VSAT/Video network deployment.
Track service orders and drive processing steps through order entry, provisioning, field dispatches, and cutover/activation.
Manage a high volume of orders/dispatches with tight customer deadlines while making timely updates in the order tracking database.
Provide daily reports, customer assistance and guidance throughout the implementation process.
Mobile Communications Coordinator October 2008 to January 2010Commercial Metals Company － Irving, Texas
Procure hardware and provision services for cell phones, blackberry and PDA requests.
Coordinate with customers, wireless providers and cross functional IT teams.
Single point of contact for all cellular requests.
Responsible for invoice review and coding.
Prepared reports and rate plan analysis.
Identified cost effective ways to improve company wide cellular usage.
Process change request, new activations, port requests and transfer of liabilities.
Ample knowledge of wireless providers online ordering and account management systems; AT&T-Premier, and Verizon-My Business.
Provide second level support to helpdesk regarding technical issues.
Monitor and resolve trouble tickets in a timely manner as well as provide ongoing user updates.
Additionally, identified and isolated BES issues involving the activation of blackberry devices.
Also set activation passwords on the BES.
Wireless Coordinator March 2006 to August 2008Ameripath IT － Addison, Texas
Single point of contact for Telecom issues which involve the billing and ordering process for Blackberry/Wireless Services.
Ordered, tracked and maintained company wide equipment.
Coordinated with major wireless providers for trouble issues, ordering new devices, upgrades and replacements.
Provided rate plan analysis and account consolidations to better manage company's cellular usage.
Additionally ordered and managed company wide conference lines, WebEx accounts and pagers used by Ameripath Physicians.
Order Coordinator December 2003 to January 2004Comsys － Dallas, Texas
Coordinated with network and field engineers to order and provision MACD request from multiple telecom providers.
Monitored and tracked all orders to its completion.
Project managed each circuit and maintained a circuit inventory.
Sales Support Specialist July 2000 to June 2003TXU Communications － Irving, Texas
Pre-screen all DSL and other telephony related products to ensure accuracy prior to the provisioning process.
Adhere to all telecom provisioning guidelines.
Served as a liaison between customers and vendors as well as internal sales team.
Contact customer during order process and provisioning in an effort to keep the customer informed of the status and to solve any issues related to the order.
Effectively worked to resolve rejected orders.
Responsible for tracking orders through the entire sales process.
National Account Manager November 1999 to March 2000At Track Communications － Richardson, Texas
Provided account service management to assigned accounts.
Provided the customer with exceptional follow-up, issue resolution/escalation, billing analysis, forecasting and general customer assistance.
Relied on the "Customer Facing" approach as a primary technique to directly impact the success of the relationship.
Customer Relations Specialist/Technical Support Representative May 1997 to November 1999Avaya Communications － Carrollton, Texas
Provided Tier 2 User Support for each of the following Voice Messaging System: Avaya G3, Intuity, Audix, Octel, Aria, Serenade, Overture, Unified Messenger, Visual Messenger, Octelink, VMX200/300, Centrex and Ameritech Voicemail Services.
Responsible for moves, adds, changes, order management flow, and live system builds within communities and system parameters for Fortune 500 Companies.
Created messaging applications along with enhanced call applications.
Provided technical support and used trouble shooting techniques to resolve customer issues.
Assisted users with set up and implementation of voicemail.
Served as the main point of contact for assigned accounts.
Interacted daily with Network Operations in working, monitoring and closing priority trouble tickets.