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Cbeyond - Account Transition Manager Resume Example

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Alexa Coleman
Professional Summary

Proven  professional  at prioritizing and completing multiple
assignments, within strict budget and time constraints to meet corporate
expectations. Excellent problem solving skills, self -motivated with a good
work ethic, and the discipline to work independently.  Also able to work efficiently in a high stress,
fast paced environment.
    Complex Problem Solving
  • Time Management
  • Instructing
  • Telecommunications
Account Transition Manager 04/2014 to Present
Cbeyond/Birch Atlanta, GA
          Manages a team of up to 15 representatives on processing incoming account disconnects requests to ensure prompt       customer contact and to identify any win-back opportunity, or begin to assist in the process of full  account transition.    Responsible for identifying, updating and documenting current disconnect process(s) ensuring maximum system automation requested through IT to decrease the needs for manual account disconnects, Properly manage monthly controllable churn rate to corporate budgets, Work directly with Finance Manager to ensure proper forecasting and processing of monthly finance account disconnects. Work directly with Provisioning port out team on customer's LSR / FOC's for accurately managing weekly and monthly disconnect forecasting and reporting. May also perform additional duties such as; data analysis, reporting, and other projects as requested by management. Constantly monitor individual team member and Churn's Service Request Queue to manage disconnect workload. Assisting in full integration process to new company, ensuring that we link the current disconnect process smoothly to ensure positive impact to the customer base.
Account Transition Coordinator 02/2007 to 04/2014
Cbeyond Atlanta, GA
Responsible for ensuring Customer expectations are properly set regarding all aspects related to the account disconnection processes, port out procedures, domain registration transfers, web hosting, toll free, mobile, cloud services, fax to email, and applicable early termination fees. Receive non-retainable accounts, to evaluate for accuracy and process within specific time intervals    to prevent unearned and unnecessary costs of circuits. Openly communicate with representatives from multiple internal departments such as the provisioning team on all incoming orders and status updates for customer LSR and FOC dates, to ensure these order changes are accurate for completion of the disconnect process. Project manages and maintains up to date status for disconnection of service requests throughout the lifecycle, while providing ongoing status to customer as principle point of contact with the customer. Create and manage Disconnect Service Order. Review written incoming customer request for disconnection, to process possible retention opportunity.  Assist in processing and completion of the end of month disconnects reports. Constantly monitor multiple customer inquiry points such as email, voice mail, and Service Request Queue to manage workload both independently and effectively. Actively create process and train new team members for new products, services, and system enhancements.  
Order Entry Manager 03/2004 to 10/2006
BellSouth Long Distance (contractor/Staffing Technologies) Atlanta, GA
Perform the order entry function for products and services offered by BSLD and associated vendors and partners. Responsible for order installation of charges, discounts, promotions, and waivers. Possess an understanding of the (Order Entry) requirements for dedicated (Frame Relay, SONET, ATM, MPLS, IP, inbound and outbound, VPN) and switched voice, toll-free services, record only billing orders, and all associated features. Responsible for the initial quality check of orders received from account teams. Interfaces with Service Delivery Project Managers for error resolution and order quality. Proficient in Windows based applications. Responsible for tracking and managing projects for installation of complex, Voice and Data services to include ANI and Toll Free Numbers across multiple networks. Single point of contact for account teams, providing formal status to the account teams during the installation life cycle. Perform required escalations up to and including Senior Manager level with all vendors. Performed Quality analysis on keyed orders to ensure accuracy and submit orders for completion. Worked on Qwest systems, direct contact with Qwest engineers.  
Technical Consultant 04/2001 to 05/2003
AT&T Atlanta, GA
Created customer location profiles for establishing new channel and access orders. Created and maintained routing for new and existing orders. Also created design profiles for SOA to add Accunet T1.5 services~ used a wide range of legacy systems such as SOTS, POCITS TIRKS, WATSOP, BMP, ICORE. Familiar with multiple service types including: Toll Free Services, Software Defined Network, ISDN, Switch 56 and MUL TIQUEST/900 Services. Duties also included constant contact with project manager to ensure design profile was correct per customer request. 
Service Order Administrator/Subject Matter Expert 02/1999 to 04/2001
AT&T Atlanta, GA
As Service Order Administrator, issued and expedited orders for the sales team, interacting with technical consultants and project managers on service order concerns. Investigated and informed negotiators of possible billing concerns. Implemented orders for design into numerous systems. As Temporary Subject Matter Expert, assumed additional responsibilities for assisting other Service Order Administrators with order implementation problems. Created job aids and mini-training classes, and frequently assisted with administrative duties, such as planning meetings, payroll, and attendance in coaches' absence. Experience in writing Business and User requirements, Experience in writing Processes and Methods and procedures.
Journalism Georgia State University - Atlanta, GA Expected graduation Aug 2016
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Resume Details

This is a real resume for a Account Transition Manager in Powder Springs, Georgia with experience working for such companies as Cbeyond, Birch, Bellsouth Long Distance Contractor. This is one of the hundreds of Account Transition Manager resumes available on our site for free. Use these resumes as templates to get help creating the best Account Transition Manager resume.

Previous Companies:

  • Cbeyond
  • Birch
  • BellSouth Long Distance contractor

Previous Job Positions:

  • Account Transition Manager
  • Account Transition Coordinator
  • Order Entry Manager
  • Technical Consultant
  • Service Order Administrator


  • Georgia State University

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