PROFESSIONAL OBJECTIVE:

To obtain a position that will allow me to utilize my knowledge and continue growth and development in our innovative world of business today.

CAREER SUMMARY:

Results - driven Business Coordinator with 15+ years of experience utilizing organizational and communication skills. Proficient in all areas relating to Telecommunications, Wireless, Customer Service, Finance, Billing and Collections, National Accounts as well as Project Management working with project related responsibilities, Office Administration, implementation of policies and procedures, excellent diagnostic skills, problem solving skills resulting in timely resolution. Works well under pressure.

TECHNICAL SKILLS:

Proficiency in: Windows 98, 2000, Vista and Windows 7, Microsoft Office 2007 Home and Student, Microsoft Office 2008 Excel, Word, Outlook. Data Entry. GEAC Accounting Software, Great Plains financial system, Siebel, NEUSTAR, AT&T Toolbar.

WORK HISTORY:

Confidential, Atlanta, GA

Telecommunications Project Management, Operations Coordinator

Responsibilities:

• Act as a liaison between Direct and National sales, customer, vendors and other departments to ensure that installations are well coordinated, accurate and simple for Client customer.
• Responsible for accepting all orders and verifying accuracy and completeness, providing technical support as needed.
• Responsible for managing the order through installation milestones to completion, ensuring billing is correct and services activated.
• Enter completed order packages into OSS systems and order additional services as required by the order and customer.
• Provides resolution to issues regarding the order throughout the process.
• Work closely with Circuit Delivery, Provisioning, Service Activations, Smart Start and Installer Field Techs to ensure smooth installation and activation.
• Responsible for coordinating and evaluating ongoing and new Cloud PBX projects for TCPS customers.
• Ensure customer expectations are set accordingly throughout the order lifecycle.
• Coordinates activation of services with customer and vendor as well as internal Client departments.
• Initiate and manage escalations throughout internal Client departments.
• Inform National sales and Operations leadership in an expeditious manner, any unresolved issues impacting the customer’s desire to install.
• Responsible for accepting / facilitating MAC orders for existing customers when necessary.
• Responsible for meeting assigned daily productivity targets, monthly installation targets and report card metrics.
• Responsible for delivering positive customer experience and positive survey feedback.

Confidential, Atlanta, GA

Telecommunications Project Management, Service Coordinator

Responsibilities:

• Manage order pipeline, work with Sales, Retention, and Customer Care to resolve RTS issues, delayed changes, and sales expectation issues.
• Monitor the order process in the Siebel billing system
• Work closely with the Field Technicians, Field Service Mangers and Service Engineers Activations group while tech on site.
• Provide the circuit status to the customer or vendor after working with the Circuit Delivery and Circuit Trouble groups to provide adequate status of the circuits that are needed in order for the customer to ensure a smooth installation, move or activation.
• Project manage Move, Upgrade, Downgrade, Conversion, and various service types for small to medium customer’s from start to finish, while providing ongoing status to the customer.
• Convert customer phone lines from Analog to Digital whenever necessary.
• Handle conversions for SIP, PRI and Cloud Services.
• Order T-1’s and schedule move dates with the customers & vendors in an adequate timeframe.
• Coordinate services for productivity-enhancing applications including local and long distance voice, broadband Internet, voicemail, email, web hosting, fax-to-email, data backup.
• Perform circuit status check through T-1 Manager to check if circuits are ready for Upgrades and Moves.

Confidential, Norcross, GA

Client Service Representative

Responsibilities:

• Provide service support for commercial fleet MasterCard customers
• Respond to billing and collection research inquiries using the Confidential accounting system
• Manage fee-based revenue by negotiating credits for late payments and finance charges
• Review requests for credit limit increases and payment term changes
• Process ACH payments for business fleet customers.
• Troubleshoot and resolve access problems with online account management system
• Verify orders and provide tracking information using the MCUI system

Confidential, Alpharetta, GA

Coordinator, Finance Billing and Collections

Responsibilities:

• Handled the pricing of the returned equipment for the BSC accounts, by auditing orders that came through the database from the other centers in the U.S. for the company
• Prepped the PO-SB (Purchase Orders Separate Bill) for our data entry team by providing info out of one of our billing systems.
• Audited PO-SB invoices with accurate information before releasing the paperwork to the Data Entry team for keying the amounts charged.
• Monitored our Access database and Great Plains financial systems, advising management of any issues within 12 hours of identification.
• Supported management in identifying needed enhancements, once identified assisted management with any special ad hoc customer reporting or any special projects needed.
• Generated queries and performed audit reviews of work orders that came through our database in which were completed, open, rejected or needed more information to close the orders, then sent query to management for numbers needed.
• Processed the reversals of the Auto Relief Suspense entries (reversing charges off the bill when incorrect) on a monthly basis for the Treasury department and sending the corrected information back to Treasury on an excel spreadsheet.
• Worked with the P.O. (Purchase Order) team to make sure that we had accurate data on the prices of how much equipment was to be charged on each account.

Confidential, Atlanta, GA

Coordinator, Carrier Operations

Responsibilities:

• Coordinated and distributed the orders for the National Accounts areas, distributing orders out of the Carrier of Operations group.
• Assisting a majority of the other carriers with their National accounts in which they had service in our areas of the North, East, West, Government and Puerto Rico account areas.
• These orders were only sent to us when the other carriers, did not have service in their area
• Handled the monitoring of each order routed to each coordinator on the team for order processing.
• Consisting of National accounts corporations dealing with 5,000 - 10,000+ lines, assisting with New and existing Activations, Restores, Suspends, Rate plan changes and Deactivations. Sending out a daily spreadsheet tracking system for the each of the carriers to see the status of their orders on a daily basis, as well as our own National Account teams.
• Processed and handle all VZW Puerto Rico Accounts for the team
• Assisted as back up if needed when low staffed, on the Carrier Operations team. Performed backup responsibilities for the reporting Analyst of the National Accounts South team, by sending out the reports to the entire center on their team progress.

Confidential, Alpharetta, GA

Customer Care Representative

Responsibilities:

• Demonstrated innovative Call Center support to thousands of users domestically, by working in the Customer Care Department helping the wireless customers daily with: Billing issues, rate plan analysis and changes on account(s).
• Handled technical trouble shooting issues when the customers were roaming out of their area.