Project Management & Customer Service Professional
Issue Resolution • Customer Relationship Cultivator • Detailed Project Planner
More than 16 years of business management and customer service experience, crafting customized solutions and operational improvement plans to aid in fulfilling customer needs and corporate goals. Expert in project planning, consultative sales, and team leadership, using disciplined metrics and methods to enhance efficiency and effectiveness. Outstanding communications, analytical, and problem solving talents with success in:
Business Analysis Business Development & Account Sales Customer Service
Process Improvement Project & Program Management Relationship Building & Management
Issue Resolution Cross-Functional Team Leadership Budgeting & Cost Control
Professional Experience
Confidential,
March 2012-July 2012
Business Sales Director
Responsible for Automotive, Energy, Entertainment, Media, and Communications, Industrial Products, Retail and Consumer, Technology, and Utilities sectors growth Establish service level agreements with internal suppliers and external vendors in order to meet business requirements Collaborate with key stakeholders to help ensure appropriate integration with local processes, reports, and metrics Develop annual operating objective for applications support department Staffing consultants on various IT related projects throughout the US after identifying needs and negotiating rates Coordinating with immigration lawyers in finding out new ways to help decrease the denial rates of consol of visas Coordinating with immigration lawyers in finding out new ways to help decrease the denial rates of consol of visas, Finalizing Requests For Evidence, H1Bs, and Petitions to Denials Facilitating meetings via phone, Skype, and in person with C-level persons/decision makers and on/off shore sales support team Attending tradeshows throughout the US to brand the company’s name, market product/services, and speak with potential customers to increase network base Develop custom sales pitch/approach to leverage company brand to new/ additional market areas Confidential,
2011-2012
Placement Consultant
Evaluates qualified candidates through the internet resumes from job boards and through advanced resume search techniques. Interviews and gathers information on candidates\' education, experience, training, job skills and salary requirements. Coordinate background investigations and conduct reference checks; perform assessments and recommendations. Effectively and efficiently fill open positions. Effectively communicates values, culture, work environment, business strategies, benefits and other areas of interest to prospective candidates. Works directly with families to assist in developing position descriptions, appropriate compensation and interviewing plans. Maintains applicant tracking information. Maintains strong network of contacts
Confidential,
1995 – 2010
Fiber optics leader offering phone, Internet, TV, wireless and service bundles to residential, business, government and wholesale clients
Confidential,
Telecommunications Marketing – Basking Ridge, NJ (2008 – 2010)
Managed relationships with 360+ municipalities, ensuring proper regulatory compliance, customer service, and product delivery per franchise agreement.
Improved workflow processes by analyzing problem orders, creating new processes and procedures to streamline dispatch and service activities, and ultimately decreasing missed appointments from 35% to 7%. Exceeded statewide franchise agreement customer acquisition goals by 33%. Monitored municipality customer accounts, analyzing reporting, resolving issues, and ensuring high level of service. Evaluated customer accounts to identify, present, and secure up-sell opportunities that resulted in added revenue. Developed and coordinated six extensive training sessions for 70+ county municipalities. Partnered with External Affairs, Regional Operations, and Outside Plant Engineering to ensure compliance with municipal requirements and expectations. Liaised with various internal and external stakeholders (e.g., C.EO., C.FO., Office of Cable Television, Board of Public Utilities) to expeditiously escalate and resolve Local Franchise Authority complaints. Project Manager / Implementation Analyst – 2000 – 2008
Managed complex installation projects, coordinating with internal and external channel partners to deliver solutions including project plan creation, vendor management, and intercompany transactions Coordinates with the customer and Account Executive/Major Account Executive to confirm work requirements, installation dates and meeting times to complete the work contracted. Communicates with prospective and existing customers directly to understand current voice network environment, business requirements, short- and long-term technical requirements. Reviews and verified conceptual designs for customer voice solutions and submitted to Engineering and Operations. Communicates technical requirements to customer, as well as customer vendor. Responsible for needs analysis, facility validation, pre circuit designs Local and F.C.C. tariffs, engineering pre/post work, circuit design, and creation of manual entry cases Experience addressing customer issues related to CNAM, CPDN, e-911, PIC CARE, LNP. call-routing and call-termination Extensive knowledge of Frame Relay Services, SONET, Transparent Local Area Network, Asynchronous Transfer Mode, T1, and T3’S, ISDN Primary Rate Interface & Binary Rate Interface, CLEC and LEC, and Centrex services, LNP, cut-over’s, Port-In, Port-Out as well as equipment installations and upgrades. Coordinated interdepartmental installation requirements, including distribution services, intercompany services, coordination plans, interconnect vendors and third-party channels for optimal customer service. Monitored account installations, tracking timeline, billing, and customer satisfaction to assure service quality. Multi-jurisdictional (six states -NJ.PA, DE, MD, VA, WV and Washington D.C) subject matter expert for implementation, billing and procedures for Broadband services. Scheduling time to insure that implementation, customer demand and related requirements are completed on time and in accordance with customer needs Customized and negotiated communications systems solutions for customers, working with internal departments to meet customers’ unique needs. Consultant, Confidential,
– Jersey City, NJ (1996 – 2000)
Identified customer needs and recommended telephone products and services aimed at exceeding customer requirements and corporate sales objectives.
Surpassed quota each month and exceeding annual sales and customer service objectives by 38% and 55% respectively. Coordinated response to customer requests including installation, disconnection, or changes of telephone systems and services. Resolved customer disputes quickly, involving other departments as necessary. Trained customers remotely, outlining product and service benefits, procedures, and troubleshooting recommendations. Education
Master of Business Administration (M.B.A.) Acquisition
Bachelor of Business Administration (B.B.A.) Marketing
Technical Proficiency & Additional Information
Software: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Lotus Notes, Sametime Telecom Systems: Frame Relay Services, SONET, Transparent Local Area Network, Asynchronous Transfer Mode, T1, T3’S, ISDN Primary Rate Interface & Binary Rate Interface, Centrex services. Expresstrak, SSP, Boss, ASR, TIRKS, WFA, Requestnet Telecom Industry: Knowledge of general industry networking technologies such as TCP/IP, IP VPN, MPLS, VPLS, Ethernet, VoIP, SONET. Extensive Telecom experience in trunking products and network. Telecom Industry: Functional Knowledge of equipment and network equipment and frequent issues encountered. Telecom Industry: Extensive functional voice networking experience with emphasis on VoIP, signaling protocols and PBX.
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