A versatile Customer Support /Telecommunication Specialist with eighteen years experience with areas of expertise in product implementation, project management, billing and customer support as well as call center /contact center background. I am a highly focused self-starter with strong interpersonal and organizational skills who thrives in dynamic, challenging and fast-paced professional environments with an unsurpassed worth ethic.
I am responsible for many back office duties for the National Contract Administration group. I currently am the lead in the following areas and my duties include:
Systems Support for NCA and its workflow partners
Manage the post sale process for Total Billed Revenue (TBR) Discount Programs and provide ongoing support to ensure that all requirements have been met to properly manage ILEC discount programs.
Manage the post implementation trouble process for Virtual Flat Rate (VFR) Billing Product.
Manage the Verizon Select Services (Long Distance) work for the National Contract Administration.
In the Training Manager role I was responsible for coordinating the monthly training schedule and for coordination of training with the Channel's Marketing Team.
In the Force Manager Role, responsibilities include SPOC for Verizon's Attendance Review Center, FMLA/MetLife & Labor Relation Issues.
Professional Technology Studies - Telecommunications Magna Cum Laude
OS/Environments: Windows ,SQL
Systems: Verizon telecommunication systems
Software: Microsoft Office Products (Word, Excel, Power Point, Access, FrontPage), Lotus Notes, Internet Explorer, Siebel, HP Quality Center
Telecommunications, Software Documentation, Program Management ,Process Improvement, Training, Vendor Management, Project Management, Customer Service, Business & Data Analysis, SQL, Billing Systems, Account Management, Team Building, Troubleshooting
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