EXPERIENCE:

Confidential, PLANO, TX

Order Support Representative - Operations

Responsibilities:

• Manage day to day service for designated accounts using smart phones, Blackberries, Windows Devices, Ipads, Mobile Iron and WiFi access.
• Provide information to customers on devices and mobility products.
• Process orders with various cellular carriers, make sure orders are entered smoothly.
• Deploy orders and activate, suspend, troubleshooting and cancel service.
• Follow-up with customers regarding returns and inventory equipment.
• Ensure all service level agreements are consistently met or exceeded.
• Follow up with existing customers regarding service dissatisfaction and resolve issues.
• Work with carriers on behalf of the customer.
• Process porting and transfer of liability for customers.
• Provide status updates on order progress to customers.
• Move, add and changes on customers cell phone lines.
• Manage customer’s critical issues through proper escalation path.
• Document company ticketing system with information discussed with customers.
• Assist team with workflow throughout the day to ensure all clients requirements is met.

Confidential, DALLAS, TX

Telecom Analyst - Telecommunications

Responsibilities:

• Monitors, operates and maintains telecommunications equipment.
• Troubleshoot any type of hardware, software or circuit problems to ensure that solutions perform in a manner which best meets business needs and objectives.
• Responsible for backup and restore of phone and data system configurations to facilitate quick disaster recovery
• Coordinate with managers with equipment upgrades and inventory of equipment.
• Perform telecom network software installations, maintenance, and support of database for system maintenance, call detail reporting and billing support
• Perform moves, add and changes and end-user support.
• Perform systems programming and cross-connect wiring for new employees and restack.
• Manage the complete records and floor plans of all the banks phone and data jacks.
• Order POTS, T1, PRI, DSL lines for video conference equipment and ATM machines.
• Support and maintain several Polycom video systems in multiple locations for the bank.
• Schedule appointment to activate or train co-workers on wireless device.
• Primary contact of the telecom and wireless inventory.
• Provide support for all blackberries, cell phone provisioning, included ordering, upgrading, disconnecting service, add/remove (BES server), testing and troubleshooting.
• Handle inventory spreadsheet for all telecom and wireless equipment.
• Work closely with accounts payable department for all telecommunications bills.
• Resolve escalated trouble tickets within the SLA.
• Familiar with VOIP phones.

Confidential, PLANO, TX

Accounts Payable/Receivable

Responsibilities:

• Post payments to customer’s accounts.
• Research names to find the correct account number.
• Enter data into company’s database system to create checks, later posted on customer’s accounts.

Confidential, DALLAS, TX

Account Service Representative - Customer Service

Responsibilities:

• Primary point of contract for the customer’s invoices maintaining a territory of 20 to 40 accounts.
• Establish a productive relationship with the customer in person and on the phone.
• Determine customer’s expectation/objectives and learn their business.
• Install software and train customers on their specific hardware.
• Ensure customers are knowledgeable of and/or utilizing all product features and new product enhancements.
• Work with the helpdesk, sales and contract administrators.
• Conducts follow-up phone calls and coordinates site visits. Provide reports to executive personnel.

Confidential, DALLAS, TX

Customer Service Representative

Responsibilities:

• Answer questions and assist customers on using fax services offered by Confidential .
• Responsible for the data entry of new customers, preparing and sending user guide information.